How to Transfer Conversations Between AI Agents in ZazzyAgent
You don't need one AI Agent to handle every type of customer conversation.
A better approach for many businesses is to create specialized agents.
For example:
Sales Agent
Handles product questions and buying decisions.
Order Support Agent
Handles existing orders.
Appointment Agent
Handles bookings.
Customer Support Agent
Handles complaints and support requests.
ZazzyAgent can transfer a conversation from one AI Agent to another when the customer's needs change.
The transfer action
Use:
##transfer_agent## : 18
The number represents the selected AI Agent.
Use ## autocomplete to choose the target agent.
Example: Sales to Support
Suppose the customer starts with:
Which laptop should I buy?
The Sales Agent handles the conversation.
Later:
I already ordered one last week. Where is it?
That's no longer a product-recommendation question.
Your Sales Agent can transfer the conversation:
If the customer changes from product research
to an existing-order question,
transfer the conversation to the Order Support Agent.
##transfer_agent## : 18
Why use multiple AI Agents?
Specialization gives each agent a clearer job.
Instead of:
You handle sales, support, appointments, refunds, orders, complaints, products and everything else.
you can create:
Sales
→ Products and purchases
Support
→ Problems and complaints
Orders
→ Existing orders
Appointments
→ Scheduling
Each agent can have its own knowledge and actions.
Example: Ecommerce setup
Sales Agent
Knowledge:
Products
Features
Pricing
Shipping
Returns
Actions:
Recommend products
Save preferences
Add sales labels
Order Agent
Knowledge:
Shipping policy
Returns
Refund policy
Actions:
Order lookup
Human handoff
Support Agent
Knowledge:
Support policies
Escalation rules
Actions:
Human assignment
Internal notes
Follow-ups
Transfer based on conversation topic
A transfer condition should be explicit.
Example:
If the customer asks about an existing order,
transfer to Order Support.
##transfer_agent## : 18
Don't use:
Transfer whenever the customer mentions orders.
A customer might say:
Do you sell products with free delivery?
That doesn't necessarily require order support.
Transfer after identifying the intent
AI can understand the conversation before transferring.
Example:
I want to buy this.
Stay with Sales.
Where is my order?
Transfer to Order Support.
I want to cancel my order.
Transfer to the appropriate support/cancellation workflow.
Tell the agent what NOT to transfer
This is just as useful.
Example:
Do not transfer general shipping-policy questions
if the answer is available in your knowledge.
Transfer only when the customer is asking about
a specific existing order or needs account-specific help.
This prevents unnecessary transfers.
What should happen after transfer?
The receiving agent should understand its own job.
For example, the Order Support Agent might immediately ask:
What's your order number?
The customer shouldn't have to explain everything from the beginning when the previous agent already collected the relevant information.
Where appropriate, use saved customer information and the conversation context.
Don't create overlapping agents
Bad structure:
Order Support Agent
Order Help Agent
Order Questions Agent
Those responsibilities are too similar.
Better:
Sales Agent
Order Support Agent
Customer Support Agent
Each has a clear purpose.
AI agent transfer vs human handoff
They're different.
Transfer to another AI
##transfer_agent## : 18
Use when another specialist AI should handle the conversation.
Assign to a human
##assign_human_member## : 335
or:
##assign_human_role## : 3
Use when a person should take over.
Example: Three-layer support
Customer
↓
General AI Agent
↓
What does the customer need?
↓
Sales ─────→ Sales Agent
Order ─────→ Order Agent
Support ───→ Support Agent
This keeps each agent focused.
Common problems
Wrong agent receives the conversation
Make the transfer conditions more specific.
Customer gets transferred too often
Add explicit rules for when not to transfer.
Agent never transfers
Check:
Condition is clear.
Target agent is selected.
Action is configured.
Conversation actually matches the transfer condition.
Best practice
Don't create multiple agents simply because you can.
Create another agent when there is a genuine difference in:
Responsibility
Knowledge
Actions
Customer journey
When those differences exist, specialized agents can make a complex AI system much easier to manage.