Ensure your customer service agent can hand off requests to your team
When a customer’s question can’t be resolved by your agent, it uses your chosen handoff method to guide the customer to your team. The agent’s response and the handoff process depend on how you configure handoff.
You can choose between two handoff options: Send customer next steps, or Automated handoff.
Set up your agent’s handoff process
To set up your agent’s handoff process:
In your agent settings, select Handoff from the sidebar.
Choose either Send customer next steps or Automated handoff.
If you select Send customer next steps:
Enter your message in the provided field.
Add URLs, contact numbers, or use
[link text]({{contactFormUrl}})to link your contact form.
If you select Automated handoff, choose a form from the Select form dropdown.
Select Save.
Send customer next steps
Send customer next steps guides customers by telling them what to do next. Use this option to provide a clear message with links, contact forms, or phone numbers so customers know how to reach your team.
You can include URLs, contact details, or a link to your contact form.
To insert a link to your support website contact form, use the format:
[link text]({{contactFormUrl}}). For example:[contact our support team]({{contactFormUrl}}).To insert a link to another webpage, use the format:
[link text](URL). For example:[contact our support team](https://support.atlassian.com/contact/).
Automated handoff
Automated handoff automatically raises a request for the customer by having the agent:
collect the customer’s details and submit a form to your team
notify the customer that a request has been created and that your team will follow up
Form compatibility
Not all forms are compatible with automated handoff. The agent can only use forms that contain supported field types — summary, description, text fields, and single select fields. Forms with unsupported fields (such as multi-select, date, or nested fields) will not appear in the Automated handoff form selection list.
Only forms that are compatible with your agent appear in the selection list. If your chosen form can’t be used, the agent will use the default form.
Field descriptions on forms
Each form field needs a field description for the form to show up in the handoff settings. Clear field descriptions help your agent guide customers smoothly through the handoff process. When you add simple, specific descriptions to each field, the agent knows exactly what to ask and can collect the right details from customers.
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