Voice and omni-channel agents · L2 · 20 min
Handoff to a person
Learn in five minutes
- Handoff means a person continues the turn.
- The packet lists what was already said, the passages, and the open question.
- The model does not invent a promise for the person to keep.
- If the person is unavailable, the reply says that. It does not pretend.
- Queues and workforce products exist in the world. This lab does not configure one.
The packet is four lines: channel, what the assistant already said, the note id, and the question. A person can start from that without re-asking everything.
Visual
Write the packet
- Channel: chat.
- Said: the card has no due date.
- Note: card A.
- Open question: the person asked for a date anyway.
- Stop. Do not add a date.
Quiz
Ecosystem
- Handoff packet
- The note a person needs in order to continue without guessing.
Sisters: Web Speech API, Turn-taking, Queues, CRM notes.
The retrieval index and the tool cap are shared. The channel changes the wait and the consent copy.
A later host could add a channel without rewriting the notes server.
Config
- Write the goal in one sentence.
- Name the input and the allowed output.
- Save the trace next to the result.
Troubleshooting
- The answer looks fluent and is wrong. Check whether a source passage actually contains the claim.
- The loop never stops. Set a step cap and stop when the tool result repeats.
Sources and go deeper
- Anthropic, Building effective agents vendor last checked 2026-10
- NIST AI Risk Management Framework spec last checked 2026-10
- Large language model — Wikipedia wikipedia last checked 2026-10