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This is the most common starting deployment: GenerativeAgent answers customer questions from the knowledge base and routes callers to human agent queues via Handoffs. It covers the intake work a traditional IVR menu would handle, but conversationally.

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What you’ll configure

  • Entry Task: most customers configure a starting Task as the entry point for every conversation. Pass its name via the taskName attribute on the /analyze request. GenerativeAgent enters that Task at the start of the conversation, and the Task instructions guide how it answers from Topics and when to trigger Handoffs.
  • Sources: import content from URLs, Zendesk, PDFs, or via API. GenerativeAgent uses Sources to generate Topics.
  • Topics: KB articles GenerativeAgent draws on each turn. Associate a Handoff or Task reference at the article level to drive routing.
  • Handoffs: availability-aware transfers to human agent queues. A Handoff attached to a Topic article tells GenerativeAgent to route the caller to a human.
When routing decisions depend on caller data (account type, service tier, open tickets), a common pattern is to add a Function with Call on Entry enabled to the entry Task. The Function runs before the first turn, fetches the relevant data, and makes the results available as reference variables the Task instructions can act on. See Call on Entry for setup details.

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How it works at runtime

Each turn, GenerativeAgent surfaces the Topic chunks most relevant to the caller’s message, along with any Handoff references attached to those articles. If the article is sufficient to answer the question, GenerativeAgent responds directly. If the article points to a Handoff and the conversation calls for human assistance, GenerativeAgent follows the Handoff’s instructions. Availability is resolved by the Handoff before GenerativeAgent is invoked. GenerativeAgent does not check the schedule itself. It only sees the agent-available or agent-unavailable instruction block. The Handoff configuration controls what happens in each case: collect context and confirm the transfer, inform the caller of business hours, offer a callback, or end the call.

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Set up

1

Create an entry Task

Create a Task that represents the starting context for conversations. In the Task instructions, describe how GenerativeAgent should answer from Topics and when to trigger Handoffs.Pass the Task name via the taskName attribute on the /analyze request when the conversation starts.
2

Import your knowledge base

Navigate to GenerativeAgent > Knowledge > Sources and import content. After import, review the Topics the system generates and adjust as needed.See Connecting Your Knowledge Base for import options.
3

Configure Handoffs

For each caller intent that should route to a human agent, create a Handoff with the destination queue and availability schedule.See Handoff Configuration for the full setup.
4

Associate Handoffs with Topics

In the Knowledge Base, open each Topic article that should trigger a Handoff and attach the relevant Handoff in the Handoff scenarios section.
5

Test in the Previewer

Use the Previewer to verify KB answers and Handoff triggers. Test both the agent-available and agent-unavailable paths. Use Test Scenarios for structured coverage across expected intents.

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When you’re ready for more

Automate with Tasks

Build deterministic workflows for issues that currently require human agents.

Fetch caller info at conversation start

Run an API call before the first turn to shape routing and task behavior.