Handoffs & Actions

Once an AI agent answers a customer's question, the next step is often: contact a human, open a ticket, run an API call, or jump to another system. Handoffs & Actions is where you configure all of that.

Three things you can configure

1. AI Action Buttons — appear under an answer ("Talk to a human", "Track my order", "Open billing"). Type can be URL, Email, Phone, or Callback (custom JavaScript).
2. Handoff Actions — pre-built integrations to specific support tools (Intercom, Zendesk, Front, Salesforce). When the agent can't answer or the user opts to escalate, the handoff fires automatically with the conversation context attached.
3. API Actions — agent-triggered API calls into your own systems (order lookup, account data, billing status), with results rendered back into the conversation.

Supported handoff targets

Articles in this section

• How to Create and Define a New API Action
• Human Handoff Integrations
  • How to Configure a Custom JavaScript Callback for a Handoff Action
  • How to Set Up Zendesk Handoff Actions
  • How to set up an Intercom Handoff in a Brainfish Agent or Handoff Action
  • Salesforce Handoff Integration
• Setting Up Front Ticket Handoff
  • Configuring the Handoff Action
  • Testing the Handoff Workflow
• Setting up JS Callbacks with AI Action Buttons
• Zendesk Handoff Integration

Related sections

• Agents — actions and handoffs are configured per-agent.
• Integrations — for Slack/Teams/Salesforce email channels themselves (separate from handoff targets).