Breadcrumbs

Handover

Handover ends the tool by transferring the conversation from HALO to another system, usually a human agent. Use it when the customer needs help HALO cannot give. Handovers through this step are logged automatically for Analytics.

Handover is always the last step in a tool: it replaces the Return result step, so remove that one. Nothing is returned to the agent; the handover itself is the outcome.

One Handover step configures both channels. Set up the Text and Voice sections you use, and leave the other on Logging only.

Message

Every handover type has a Message: the last thing the customer receives, or hears, just before the handover. It is translated to the conversation language automatically, and you can use variables in it. Leave it empty to hand over without a final message.

Text handover types

Mobile Service Cloud (MSC) transfers the conversation to a live agent in MSC.

  • Messaging adapter (required): the adapter used for messaging. Find it under CM.com > Scripted Chatbot > Router > configured Adapters; it is the Web Conversations or other channel adapter.

  • User name and User email (required): shown to the agent.

  • Optional, via Add optional field: phone number, webstore referrer, routing keywords, and MSC profile for routing.

Marketplace transfers the conversation to a CM Marketplace product.

  • Messaging adapter (required): as above.

  • Marketplace adapter (required): the Marketplace adapter to hand over to, from the same Router adapter list.

  • Optional: routing configuration and extra context to pass along.

Logging only performs no transfer. Use it when you handle handovers outside CM products but still want them logged for analytics.

Voice handover types

Mobile Service Cloud (MSC) transfers the call to MSC. Requires the MSC API key for the voice environment; webstore referrer and routing keywords are optional.

Forward forwards the call to a phone number you set.

Custom is for handovers tailored to your setup: a custom type name plus key-value configuration.

Logging only performs no transfer, only logging.

Replacing an API-call handover with this step

If your tool still hands over to MSC through a Call API step, switch it over:

  1. Find the adapter ID in the Call API step's body: the sourceAdapterId value.

  2. Add a Handover step and set the Text type to Mobile Service Cloud (MSC).

  3. Enter that ID as the Messaging adapter, map the user name and email, and set the Message.

  4. Delete the Call API step and the Return result step.

  5. Run the tool to confirm the handover works and the message is sent.

Consider duplicating the tool first, so you can test the new version next to the old one.