# Tutorial: Use a workflow to hand off a conversation to an AI Agent team

> You can use workflows to transfer conversations to an AI Agent team automatically using the Handoff to AI Agent workflow action.

Source: https://help.kustomer.com/en_us/workflow-to-ai-team-By2nMANskx

Last updated: 2026-03-23T19:09:54.336Z

You can use workflows to automatically transfer conversations to an [AI Automations](https://kustomer.kustomer.help/creating-ai-automations-SyuRCs3tZl) or an [AI Agent team](https://kustomer.kustomer.help/understanding-ai-agents-for-customers-10-SJWtPjAtC). This article explains how to use the _AI Agent handoff_ workflow action.

**Who can access this feature?**

**User types**

Admins can access the Workflows page. This workflow action is available with the AI Agent for Customers add-on.

  

### In this article

*   [Prerequisites](#prerequisites)
*   [Example workflow](#example)

### Prerequisites

To use this action to hand off a conversation, you must have an [AI Agent team](https://help.kustomer.com/en_us/understand-ai-agents-SJWtPjAtC) set up and deployed. You should also be familiar with [workflows](https://help.kustomer.com/workflows-overview-HJFVTZhzz).

### Example workflow

This example shows how to create a workflow that transfers conversations about order status to an AI Agent team.  
  
To create the workflow:

1.  In the left navigation panel, click **Settings**.
2.  Select **Custom Workflow**, enter a name, and select **Create**.
3.  Under **Platform**, click **Workflows**.
4.  Click **Add Workflow**.
5.  Select **Custom Workflow**, enter a name, then click **Create**. 
6.  For the first Trigger step:
    1.  Set **Trigger App** to **Kustomer**.
    2.  Set **Trigger Event** to **Message Created**.
7.  Add a **Condition** step**:**
    1.  Set **Direction Type** 
    2.  Select **Equals** and set to **Initial In.**
8.  Add another **Condition** step: 
    1.  Select **Subject**. 
    2.   Select **Contains** and then enter some conditional keywords, such as _track order_ or _status_.  
        ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/3068929d3600fde2367161b03874b49c.png)
9.  Next, add an **Action** step to tag the conversation:
    1.  Set the **Action App** to **Kustomer**. 
    2.  Set the **Action Event** to **Conversation: Update**. 
    3.  In the **Tags** field, select the tag to apply (for example, _WISMO_).   
        ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/4f3568c7950268b594c48d4b421b4f9e.png)
10.  Add another **Action** step to transfer the conversation:
    1.  Set the **Action App** to **Kustomer**.
    2.  Set the **Action Event** to **AI Agent Handoff**.
11.  Select the AI Agent team to which you want to transfer the conversation from the **User** drop-down menu.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/f8122ac96b3ae5915693c55e32d38bc0.png)