Handoff Simplification

What’s changing?

Smart Handoff configuration is moving into a single, guided experience in Moveworks Setup. Instead of configuring one handoff across separate Handoff Settings, Display Configurations, and Live Agent Handoff modules, admins will be able to manage the experience in one place.

The simplified experience will include:

• Unified configuration: Define the trigger, action, user-facing content, and destination in one flow.
• Domain-based setup: Organize and configure handoffs by domain, with support for user-attribute conditions.
• Simpler action selection: Configure actions such as filing a ticket, connecting to a live agent, opening a URL, sending an email, or directing users to a chat channel.
• Less manual configuration: Reduce reliance on hand-entered technical keys and custom DSL for common handoff scenarios.
• Live preview: Preview how the handoff experience will appear to users while configuring it.

These changes are designed to reduce configuration errors and make common Smart Handoff use cases easier for admins and implementation partners to set up and maintain.