Helpdesk agent with handoff
Build a triage agent that classifies tickets, answers common questions, and hands off complex cases to human operators.
Overview
This recipe wires a classification step into your agent pipeline. The agent inspects incoming messages, routes simple queries to a knowledge-base responder, and escalates anything requiring human judgment to a handoff queue. You control the escalation threshold and the handoff payload shape.
Pipeline
Intent detection with confidence scoring.
KB lookup for low-confidence or known intents.
Structured payload to your ticketing system.
Handoff trigger
Set a confidence floor. When the classifier falls below it — or when the intent list includes a pre-defined escalation category — the agent emits a handoff event with the full conversation transcript and classification metadata. Your webhook receiver creates the ticket.