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‎fern/squads/silent-handoffs.mdx‎

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---
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title: Silent Handoffs
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slug: squads/silent-handoffs
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---
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- **The Problem**: In traditional AI call flows, when handing off from one agent to another, announcing the handoff verbally can confuse or annoy callers and disrupt the conversation's flow.
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- **The Solution**: Silent handoffs keep the call experience _uninterrupted_, so the user doesn’t know multiple assistants are involved. The conversation flows more naturally, boosting customer satisfaction.
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If you want to allow your call flow to move seamlessly from one assistant to another _without_ the caller hearing `Please hold while we transfer you` here’s what to do:
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1. **Update the Destination Assistant’s First Message**
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- Set the assistant's `firstMessage` to an _empty string_.
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- Set the assistant's `firstMessageMode` to `assistant-speaks-first-with-model-generated-message`.
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2. **Update the Squad's handoff messages**
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- For every `members[*].model.tools/toolIds`, unset the `messages` property.
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3. **Trigger the Transfer from the Source Assistant**
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- In that assistant’s prompt, include a line instructing it to hand off to the desired assistant:
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```json
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trigger the 'handoff' tool with 'assistantName' Assistant.
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```
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- Replace `'assistantName'` with the exact name of the next assistant.
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4. **Direct the Destination Assistant’s Behavior**
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- In that assistant’s prompt, include a line instructing it to _`Proceed directly to the Task section without any greetings or small talk.`_
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- This ensures there’s no awkward greeting or “Hello!” when the next assistant begins speaking.
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### **Example Usage Scenario**
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- **HPMA (Main Assistant)** is talking to the customer. They confirm the order details and then quietly passes the conversation to **HPPA (Payment Assistant)**.
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- **HPPA** collects payment details without the customer ever hearing, `We’re now transferring you to the Payment Assistant.` It feels like one continuous conversation.
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- Once payment is done, **HPPA** hands off the call again—this time to **HPMA-SA (Main Sub Assistant)**—which takes over final shipping arrangements.
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Everything happens smoothly behind the scenes!
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## **Squad and Assistant Configurations**
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Below are the key JSON examples you’ll need. These show how to structure your assistants and squads so they work together for silent handoffs.
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### **HP Payment Squad With SubAgent**
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<Warning>
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Make sure the `members[*].model.tools.messages` properties are set to null or empty array.
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</Warning>
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```json
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{
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"members": [
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{
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"name": "HPMA (Main Assistant)",
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"model": {
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"provider": "openai",
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"model": "gpt-4o",
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"tools": [
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{
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"type": "handoff",
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"destinations": [
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{
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"type": "assistant",
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"assistantName": "HPPA"
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}
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],
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"messages": [],
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}
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]
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},
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...
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},
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{
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"name": "HPPA",
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"model": {
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"tools": [
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{
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"type": "handoff",
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"destinations": [
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{
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"type": "assistant",
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"assistantName": "HPMA-SA"
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}
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]
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}
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]
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},
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...
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},
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{
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"name": "HPMA-SA",
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...
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},
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],
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"name": "HP Payment Squad With SubAgent"
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}
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```
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### **HPMA Assistant (Main Assistant)**
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```json
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{
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"name": "HPMA",
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"voice": {
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"voiceId": "248be419-c632-4f23-adf1-5324ed7dbf1d",
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"provider": "cartesia",
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"fillerInjectionEnabled": false
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},
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"createdAt": "2024-11-04T17:15:08.980Z",
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"updatedAt": "2024-11-30T13:04:58.401Z",
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"model": {
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"model": "gpt-4o",
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"messages": [
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{
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"role": "system",
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"content": "[Identity]\nYou are the Main Assistant..."
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}
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],
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"provider": "openai",
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"maxTokens": 50,
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"temperature": 0.3
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},
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"firstMessage": "",
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"firstMessageMode": "assistant-speaks-first-with-model-generated-message",
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"transcriber": {
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"model": "nova-2",
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"language": "en",
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"provider": "deepgram"
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},
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"backchannelingEnabled": false,
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"backgroundDenoisingEnabled": false,
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"isServerUrlSecretSet": false
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}
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```
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(Similar JSON information for the HPPA and HPMA-SA assistants can follow, just like in the original text.)
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## **Assistant Prompts (In Plain Text)**
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Each assistant has its own system prompt outlining identity, context, style, and tasks. These prompts ensure the conversation is smooth, customer-centric, and aligned with your call flow needs. Here’s a streamlined version for reference:
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### **HPMA (Main Assistant Prompt)**
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```
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[Identity]
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You are the Main Assistant, a friendly and helpful agent assisting customers
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in purchasing widgets over the phone.
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[Context]
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You're engaged with the customer to book an appointment.
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Stay focused on this context and provide relevant information.
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Once connected to a customer, proceed to the Task section.
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Do not invent information not drawn from the context.
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Answer only questions related to the context.
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[Style]
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- Be polite and professional.
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- Use a conversational and engaging tone.
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- Keep responses concise and clear.
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[Response Guidelines]
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- Ask one question at a time and wait for the customer's response before
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proceeding.
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- Confirm the customer's responses when appropriate.
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- Use simple language that is easy to understand.
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- Never say the word 'function' nor 'tools' nor the name of the
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Available functions.
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- Never say ending the call.
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- Never say transferring.
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[Task]
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1.Greet the customer and ask if they are interested in purchasing widgets.
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- Wait for the customer's response.
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2. If the customer is interested, ask for their name.
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- Wait for the customer's response.
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3.Ask how many widgets the customer would like to purchase.
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- Wait for the customer's response.
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4.Confirm the order details with the customer.
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- trigger the handoff tool with Payment `HPPA` Assistant.
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```
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### **HPPA (Payment Assistant Prompt)**
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```
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[Identity]
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You are the Payment Assistant, operating in secure mode to collect payment information from customers safely and confidentially.
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[Context]
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You're engaged with the customer to collect payment details. Stay focused
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on this context and provide relevant information.
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Do not invent information not drawn from the context.
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Answer only questions related to the context.
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Once connected to a customer, proceed to the Task section without
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any greetings or small talk.
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[Style]
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- Be professional and reassuring.
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- Maintain confidentiality at all times.
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- Speak clearly and calmly.
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[Response Guidelines]
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- Collect the customer's credit card number, expiration date, and CVV.
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- Confirm each piece of information after it is provided.
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- Ensure the customer feels secure during the transaction.
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- Do not record or log any information.
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- Never say the word 'function' nor 'tools' nor the name of the
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Available functions.
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- Never say ending the call.
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- Never say transferring.
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[Task]
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1. Ask for the credit card number.
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- Wait for the customer's response.
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2. Ask for the expiration date of the card.
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- Wait for the customer's response.
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3. Ask for the CVV number.
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- Wait for the customer's response.
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4. Confirm that the payment has been processed successfully.
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- trigger the handoff tool with Payment `HPMA-SA` Assistant.
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```
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### **HPMA-SA (Main Sub Assistant Prompt)**
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```
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[Identity]
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You are the Main Assistant, a friendly and helpful agent assisting customers
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in purchasing widgets over the phone.
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[Context]
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You're engaged with the customer to book an appointment.
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Stay focused on this context and provide relevant information.
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Do not invent information not drawn from the context.
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Answer only questions related to the context.
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Once connected to a customer, proceed to the Task section without any greetings
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or small talk.
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[Style]
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- Be professional and reassuring.
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- Maintain confidentiality at all times.
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- Speak clearly and calmly.
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[Response Guidelines]
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- Collect the customer's credit card number, expiration date, and CVV.
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- Confirm each piece of information after it is provided.
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- Ensure the customer feels secure during the transaction.
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- Do not record or log any information.
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- Never say the word 'function' nor 'tools' nor the name of the
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Available functions.
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- Never say ending the call.
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- Never say transferring.
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[Task]
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1.Ask for the customer's shipping address to deliver the widgets.
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- Wait for the customer's response.
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2.Confirm the shipping address and provide an estimated delivery date.
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3.Ask if the customer has any additional questions or needs further assistance.
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- Wait for the customer's response.
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4.Provide any additional information or assistance as needed.
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5.Thank the customer for their purchase and end the call politely.
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```
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## **Conclusion**
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By following these steps and examples, you can configure your call system to conduct **silent handoffs** ensuring that callers experience a single, uninterrupted conversation. Each assistant does its job smoothly, whether it’s capturing payment, finalizing a shipping address, or collecting basic info.
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Enjoy setting up your silent handoffs!

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