Let the right AI specialist take over
One agent can hand a live customer conversation to another approved agent, explain why, and let the new specialist continue immediately without making the customer start over.
Quick setup
- Open AI Agents and select the agent that will transfer conversations.
- Go to Advanced and turn on Conversation reassignment.
- Enable the destination agents this agent is allowed to choose.
- Make sure every destination has a clear Brief agent description, then save.
What happens during a reassignment
Step 1
The current agent recognizes the need
For example, an intake agent learns that the customer needs billing support or a specialized closer.
Step 2
It chooses from your approved specialists
Only agents you allowed are considered, and a destination must be active at the moment of reassignment.
Step 3
Its final reply reaches the customer first
If the current agent sends one or more message bubbles, they are delivered in order before ownership changes.
Step 4
The new agent continues immediately
The destination receives the conversation history, the previous agent's name, and its concise reason for the handoff, then replies as the next part of the same chat.
Configure the destination list
The list in Advanced shows your other agents with their avatar, name, brief description, status, and permission toggle. Active agents appear first. Inactive agents remain visible in gray so you can configure them ahead of time, but they cannot receive a live reassignment until they are active again.
Permission stays saved
Turning a destination agent off does not erase its permission. It becomes available again when you reactivate it.
No active destination
If no other approved agent is active, the current agent simply continues the conversation and cannot reassign it.
Write useful brief descriptions
The Brief agent description is required and must be between 10 and 280 characters. Other agents use it to decide whether that specialist fits the customer's need.
Good description
Handles subscription billing, invoices, refunds, and payment problems.
Keep behavior elsewhere
Tone, policies, scripts, and behavioral rules belong in the agent's Base Instructions, not in this description.
Limits that prevent loops
A single incoming customer message can trigger at most two consecutive reassignments. That supports a path such as intake agent → sales specialist → billing specialist, while preventing an endless chain. The limit resets when the customer sends a new message.
Agent A
Intake
Agent B
Sales
Agent C
Billing
Maximum for one incoming customer message: A → B → C
Supported channels
Available
WhatsApp, Instagram, Messenger, Telegram, and Custom Inbox conversations.
Not used here
Voice calls, workflow agent steps, and automatic follow-ups do not reassign between AI agents.
Test it before going live
Test Chat can simulate the complete multi-agent sequence, including replies from as many as three agents. You will see a Simulated reassignment card, but the test does not change a real conversation's assigned agent.
Visibility and recovery
Every choice is checked again
Kronos confirms that the destination still belongs to your account, remains permitted, and is active before changing the assignment.
Your team sees the handoff
A green Reassigned card records the source, destination, and reason in the inbox and Insights. Customers receive the agents' messages, not this internal activity card.
Temporary failures are retried safely
Kronos makes up to three delivery attempts. If the new agent cannot reply after the assignment, it remains assigned, the context is kept for the next safe attempt, and the account owner is notified.
Common setup pattern
Use one general intake agent to understand the request, then allow it to choose specialized agents for sales, support, billing, or another product line. Give each specialist a narrow, accurate brief description so the intake agent can make a reliable choice.