Handoff to a Specific Team or Division via Prompt

You can automatically route a conversation to a specific agent or division (team) based on what the customer writes, using prompt logic. This is especially handy for sending chats to the right team by region, product or any other specific need.

Note: For a handoff to a team to work, make sure:

• The team has been added to the inbox

• The agents in that team have access to the inbox

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Example prompt logic:

Prompt:

If the customer mentions the word "help" and also mentions their location, route them to the team that covers that location.

Keyword logic:

• Central Jakarta, West Jakarta, South Jakarta → hand off to CS Jakarta Division

• Depok → hand off to CS Depok Division

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Example prompt format:

If the first message contains the word "help" and also contains one of:
Central Jakarta, West Jakarta, South Jakarta → hand off to team: CS Jakarta Division
Depok → hand off to team: CS Depok Division