What is a handover?
A handover connects two Merlin Engage Agents together, so a lead can move from one agent's job to another's without starting a new conversation. For example, this means a lead who's been qualified by a Collect & Qualify Agent gets passed straight to a Booking Agent to schedule a time.
What it looks like to the lead
A handover is designed to feel like one continuous conversation. The receiving agent picks up where the previous agent left off, using whatever the lead has already shared and without reintroducing itself or starting the conversation over.
Where do Handovers Live?
Handovers are configured on each Engage Agent individually, but you can see all of your Handovers listed in their own section, too.
Go to Merlin → Engage → Agents and open the Handovers tab to see all of your current Handovers in one place:
This table shows every path leading into an Engage agent across your firm — both agent-to-agent handovers and automations that kick off a conversation directly.
Agent — the source: either an Intake agent or an automation.
Outcomes — what triggers the handover. For an agent, this is the result it reached (Chase Hard, Refer Out, Unresponsive, etc.). For an automation, this is the event that fired it (Form submission, or a more general Automation trigger).
Hands off to — where the lead goes next: another agent, or Human intervention if no agent is set.
Paths — how many separate routes exist for that agent or automation. Click the row to expand and see each one individually.
Use Go to on any row to jump straight to where that specific handover is configured.
Handovers are configured based on how an agent's conversation ends — for example, sending every lead that comes back qualified and high-confidence straight into a Booking Agent, while a lead that gets escalated or goes unresponsive stays with your team instead.
Pricing
For pricing details, see Merlin Pricing.