Guidance on Agent Handoff and Communication Between Copilot Agents

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Posted on by SD-28111527-0

Hello

I hope this message finds you well. I am seeking detailed guidance on how to manage and implement handoffs between agents in our Copilot system. Specifically, I need to understand the following:

Agent Handoff Process:
- How does one agent seamlessly transfer context and responsibility to another agent?
- What steps are necessary to ensure no loss of information or disruption during the handoff?
Inter-Agent Communication:
- How can two agents, such as an HR agent and an IT Help Desk agent, collaborate effectively within the system?
- Are there best practices or built-in features to facilitate inter-agent communication and data sharing?

For example, if an HR agent identifies an IT-related issue during a conversation, what would be the recommended process for notifying the IT Help Desk agent while maintaining the conversation history and context?

I would appreciate it if you could provide detailed documentation, examples, or a walkthrough of these scenarios. Additionally, any relevant training materials or tutorials would be incredibly helpful.

Thank you in advance for your assistance. I look forward to your guidance.

@Vinoth Selvam please help us if you have any info

Best regards,
Sahad

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fchopo 8,003 Moderator on at

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Hi,

In order to answer your questions:

1. You can connect your Copilot to different engagement hubs like Dynamic 365 Customer Service, or ServiceNow. For example, in ServiceNow the agent uses a widget to read the conversation history.

2. For the scenario you mention I would use Dynamics 365 Omnichannel for Customer Service. You can use different channels to manage cases (for instance, HR and IT would go through the same case, or HR would need to create a new case for IT). In the end, you use the same origin of data (Dynamics 365 Customer Service).

Hope it helps!

Ferran

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Artur Stepniak 1,539 Moderator on at

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Hello,

the functionalities that you'd like to have are currently not available yet in Copilot Studio. It's still a quite new product, you should keep that in mind. The solutions that you're thinking about are too complex for the tool, at least for now. The only option to call an agent created in Copilot Studio autonomously is to use an event trigger (see: https://learn.microsoft.com/en-us/microsoft-copilot-studio/authoring-triggers-about), but keep in mind that it's a preview feature, so it's not meant for production - you can read more about what are preview features here: https://copilottoday.com/what-is-a-preview-feature-in-microsoft-products/.

You could think about a fully custom solution based on the Azure AI Foundry (former Azure AI Studio), but you'd need to prepare a separate front-end for that purpose.

In case of any other questions, let me know. If the answer helped you, mark it, so that others can benefit from it.

Best regards,

Artur Stepniak

Interested in GenAI? Visit my site!

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Vinoth Selvam 1,592 Super User 2025 Season 1 on at

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Hi SD-28111527-0,

Trying to understand more on your scenario. Copilot Agent is typically a bot that is interacting with a End user (Being it a Human Agent or customer or any user). When you mean to handoff from one Agent to another, is it transferring the chat to Human agent or between copilot agents?

Can you let us know which system or application is being used by the Agents.

If it is Dynamics 365 Customer service, you can follow the below link:

https://msdcentral.site/copilot-studio-sample-use-case-custom-copilot-handoff-to-d365-customer-service/

https://www.youtube.com/watch?v=e6xQXtmzNi0

Thanks.
For Copilot studio technical blogs: Visit my Site

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SD-28111527-0 18 on at

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Hello @Vinoth Selvam,

I’m exploring a scenario where a Copilot Agent interacts with another Copilot Agent to collaborate on a single process—for example, the employee onboarding process. If a user asks a question related to the IT Help Desk, the conversation would seamlessly transfer to the IT Help Desk agent.

This is the functionality I aim to achieve.

For reference, I’m sharing the following link, which outlines a similar implementation using Copilot Studio:
Microsoft Documentation on Bot-Copilot Handoff

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