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Back to How-to Guides When handing off a conversation to a human agent, you can pass the current conversation context to the CCaaS system. This helps the receiving agent set the correct skills, routing rules, and other parameters in advance.

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How It Works

The platform provides a dedicated agent metadata object and a utility function for passing custom metadata during agent transfer. Supported Integrations
IntegrationMetadata Object
ServiceNow AgentServiceNowMetaData
Genesys AgentGenesysMetaData
Utility Function Use agentUtils.setMetaInfo to populate the agent metadata context object with any supplementary data. You can call this function anywhere the platform supports JavaScript—giving you flexibility to inject custom metadata at any point in the conversational flow.