➤ Product: OfficeRnD Flex with the AI Hub add-on
➤ Who: Admins with access to AI Hub
➤ Where: Admin Portal, under AI Hub > Training
➤ Availability: AI Hub is a paid add-on
When your Sales Agent hands off a conversation it can't resolve, that message needs to reach someone who actually knows the answer, not just whoever happens to be your organization's default contact. Hand-off routing lets you decide exactly who that is at four levels: a single resource, a product type, a location, or your organization as a whole, so a question about private offices in one city reaches the person who owns that, not a generic inbox.
Hand-off routing lives in AI Hub > Training, spread across the Inventory, Guidance, and Locations areas depending on which level you're configuring.
In this article:
Understand how the four hand-off levels are prioritized
Set a hand-off contact for a specific resource
Set a default hand-off contact for a product type
Set a default hand-off contact for a location
Set your organization's global fallback contact
Prerequisites
The AI Hub add-on must be active on your account.
Any user role with access to AI Hub > Training can configure hand-off settings. There's currently no dedicated permission restricting this.
How hand-off levels are prioritized
Hand-off routing works across four levels, each more specific than the last: Inventory, Product Type, Location, and Global.
Inventory lets you assign a hand-off contact to one specific resource, so a particular meeting room or office has its own point of contact.
Product Type sets a default contact for a whole category of resources, useful when a central team owns everything of that type across your organization, for example, one person handling all private office inquiries.
Location sets a default contact for a specific site.
Global is your organization-wide fallback, used when nothing more specific applies. Each level can be left empty.
The sales agent works through these levels in order:
It uses the Inventory-level contact if the inquiry is about a specific resource with a contact set for it.
If no contact is set, and the inquiry is about a product type with an unclear location, it uses that product type's default contact.
If the location is known but no Inventory-level contact is set, it uses that location's default contact.
If neither the product type nor the location narrows things down, it falls back to the Global contact.
Set a hand-off contact for a specific resource
Use this when one resource, like a specific meeting room or office, needs its own point of contact instead of relying on its location's or product type's default.
Go to AI Hub > Training > Inventory.
Click Export Inventory.
Open the downloaded file.
Find the resource you want to set a contact for.
Enter the hand-off contact's name and email for that resource.
Save your changes.
Click Import Inventory and import the updated file.
Set a default hand-off contact for a product type
Use this when a central team or person owns a whole category of resources across your organization, for example, all private offices, regardless of which location the inquiry comes from.
Go to AI Hub > Training > Guidance > Product Specific Guidance.
Select the product type you want to set a default contact for.
Under Handoff Sales Rep Name, enter the name shown to prospects when the agent hands off.
Under Handoff Sales Rep Email, enter the email address that receives hand-off notifications when a resource of this product type has no Inventory-level contact assigned.
Save your changes.
Set a default hand-off contact for a location
Each location has its own default hand-off contact, set alongside its other details. You can add a sales rep contact for a location; read the full linked article for information on how sync and manual edits interact with the rest of that location's data.
Set your organization's global fallback contact
This is your organization's catch-all. It's used whenever no Inventory, Product Type, or Location contact applies to a conversation.
Go to AI Hub > Training > Guidance > Base Guidance.
Under Handoff Name, enter the name shown to prospects when the agent hands off, for example, "Reception team."
Under Handoff Email, enter the email address that receives hand-off notifications when a location or inventory item has no sales rep assigned.
Save your changes.
Important: Set this contact before relying on any of the other levels. If a conversation doesn't match a more specific level and Global is also empty, there's no one for the agent to hand off to.
Best practices
If a central team owns one product type across every location, for example, all private offices, set that contact at the Product Type level instead of repeating it in every location's default.
If a specific resource needs special handling, for example, a flagship meeting room with its own account manager, set an Inventory-level contact rather than adjusting the whole location's default.
If the wrong person is receiving hand-offs, check whether a more specific level, Inventory or Product Type, is quietly taking priority over the Location or Global contact you were expecting to apply.
FAQs
Why isn't the contact I set at the Location level receiving hand-offs?
A Location-level contact only receives a hand-off when no more specific level applies. Check whether an Inventory-level contact is set on the specific resource, or a Product Type-level contact is set for that resource's category, since either one takes priority over the Location default.
Can I leave some hand-off levels empty?
You can leave any of the four hand-off levels empty. The agent simply moves to the next level down in the priority order: Inventory, then Product Type, then Location, then Global, until it finds one with a contact set.