Handover

Moveo allows you to transfer the conversation to a live agent when necessary. This can be useful if the AI Agent does not understand the user's questions or if the user brings up a sensitive topic.

To perform a handover, you need to add the handover action in the dialog. You can find all conversations where the AI Agent has left the chat and have not been assigned to an agent in the Live chat menu, under the Unassigned section.

Dialog

Chat

Live chat

Zendesk department routing

You can choose which Zendesk department handles the conversation when the handover action is triggered. To do this, copy the department ID from the Zendesk integration settings and paste it into the department_routing field of the handover action in the dialog.

Zendesk Departments	Dialog

Facebook Messenger handover

You can choose to hand the conversation over to Facebook Messenger inbox by enabling the respective field in the dialog.

Voice handover

When configuring handover for voice agents, you can specify where calls should be transferred when a handover is triggered. In the voice handover settings, you need to provide either:

• An E.164 phone number (e.g., +12025551234), or
• A SIP address (e.g., sip:agent@example.com)

This allows the voice agent to seamlessly transfer the active call to a human agent or another phone system when handover is triggered.

Zendesk voice handover setup

An example of a successful implementation for voice handover is shown below. It uses two separate numbers configured in Zendesk.

To configure these numbers in Zendesk, navigate to Admin settings → Channels → Talk → Lines.

Number configuration

Number 1: "Forwarding Number" (user entry point)	Number 2: "Agent Number" (handover target)
This is the primary number the user calls to initiate a conversation. It is configured in Zendesk with an overflow rule This rule immediately forwards all incoming calls to the Twilio number associated with the Moveo integration	This is a separate Zendesk number. It is configured to route calls directly to a specific department or group of available agents

Handover flow

1. Call initiated: The user dials the forwarding number (#1)

2. Moveo connects: The Zendesk overflow rule instantly forwards the call to the Moveo Twilio integration. The user begins their conversation with the Moveo voice assistant

3. Handover triggered: When a handover event is triggered (via dialog configuration), the Moveo platform executes the next step

4. Twilio API transfer: Moveo makes a Twilio API call on the active call leg. This API call instructs Twilio to dial and transfer the user to the agent number (#2)

5. Call received in Zendesk:

   • If agents are available: The call is routed to the configured department, and available agents are notified to pick up the call
   • If no agents are available: The call is dropped. However, Zendesk provides native options to manage this scenario, such as:
     • Sending the user to voicemail
     • Automatically creating a ticket for the abandoned call
     • Offering the user a callback when an agent becomes available