Tool-Managed Handover functionality and limitations

Overview

This documentation explains the design limitations and proper configuration of Tool-Managed Handover functionality. Understanding these constraints will help you configure your handover tools correctly and avoid unexpected behaviors.

Key Design Principle

Tool-Managed Handover vs. Fallback Prompts: The system uses either a fallback tool or a fallback prompt, never both. When Tool-Managed Handover is enabled, the configured fallback prompt is bypassed in favor of the tool-based approach.

System Design & Limitations

How Tool-Managed Handover Works

1. Root Agent Execution: Before breaking out, the root agent executes the configured handover tool

2. Tool Success: If the tool executes successfully, the handover proceeds as defined by the tool

3. Tool Failure: If the tool fails for any reason, the system returns a static fallback message that is not configurable or translated into the customer’s language.

Current Limitations and Workarounds

1. Parameter Restrictions: The handover tool cannot have parameters other than those defined in the Template Handover tool

2. Workaround for Additional Parameters: If you need other parameters, use User Interactions to collect them before proceeding with the desired functionality.

Important Notes

• When Tool-Managed Handover is active, your custom fallback prompts will not be used

• Always test your handover tool configuration to ensure it handles edge cases appropriately and does not fail

• Consider the static fallback message behavior when designing your handover flow