One role's agent passing a conversation to another's when the task crosses roles — a brand's Marcus handing a freight question to the shipper's Harper.
One role's agent passing a conversation to another's when the task crosses roles — a brand's Marcus handing a freight question to the shipper's Harper.
An agent that answers outside its role is guessing in a confident voice. The handoff exists so the answer comes from the agent with the data.
Every term here is one the protocol actually uses, defined for somebody who was never taught it — with the part that usually goes wrong. All terms →