> For the complete documentation index, see [llms.txt](https://oodlz-ai-studio.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://oodlz-ai-studio.gitbook.io/docs/inbound-agent/the-knowledge/human-escalation/the-handoff.md).

# The Handoff

One agent tool call fires a branded email to both support and the user simultaneously, with full conversation context attached.

> **One tool call. Both parties notified. Zero manual work.**

The moment the agent calls the `human_escalate` tool, the handoff fires. A single Gmail call sends a branded HTML email to both recipients — the support team and the user — simultaneously. Both arrive at the same time. The escalation has full conversation context attached, including the session reference that ties it back to the agent's memory.

## How It Works

The agent has already collected and validated the user's email and a short issue description in conversation. When the tool fires, the escalation pipeline pulls the brand identity from the brand profile, assembles the email body from 4 structured fields — user email, issue description, session reference, original query — and sends a single Gmail message to both addresses.

Support receives the full context they need to respond: the user's email, the issue description, the session reference for looking up the agent's conversation history, and the original query that triggered the escalation. The user receives a confirmation with the same body — they know exactly what was sent on their behalf, and they have the reference to quote in any follow-up.

The pipeline returns a structured success response to the agent. The agent uses that response to close the loop with the user — confirming the escalation completed and citing the reference ID.

## What You Get

* One tool call from the agent triggers everything — no extra steps for the user.
* Both parties notified simultaneously — the user knows the moment support knows.
* Reference ID issued to the user — something concrete to quote in follow-up.
* Full conversation history retrievable by support via the session reference — no cold handoff.
* Zero manual work in the loop until a support agent opens their inbox.