How do I create a Start Chat Agent tool for AI agents?

Last updated: November 5, 2026

Create a Start Chat Agent action tool when one AI agent should hand off a contact to another chat agent.

Before you start

  • Decide which chat agent should be started.

  • Decide whether the new chat agent should send the first message.

  • Include conversation history in the receiving agent's instructions if it needs prior context.

Steps

  1. Open Agents.

  2. Select Tools.

  3. Select Create Tool.

  4. Choose Execute Actions as the tool type.

  5. Enter a tool name and save it.

  6. Add a clear label and description.

  7. Configure timeout and speech settings.

  8. In Actions, select Add Action.

  9. Choose Start Chat Agent.

  10. Select the chat agent to activate.

  11. Choose whether to enable Send Initial Message.

  12. Create the action and save the tool.

  13. Open the agent that should trigger the handoff.

  14. Enable the tool for that agent.

  15. Update the agent instructions with when the handoff should happen, what conditions must be met, and whether the current agent should notify the contact.

Tips

  • Clearly define handoff conditions in the agent instructions.

  • Make sure the correct chat agent is selected.

  • Decide whether the receiving agent should send the first message or wait.

  • Add conversation history context to the receiving agent's instructions when needed.

  • Test the handoff flow before deployment.

Troubleshooting

  • If the chat agent does not start, confirm the tool is assigned to the triggering agent.

  • If the new agent lacks context, add the conversation history variable to its instructions.

  • If the handoff does not trigger, add explicit conditions in the instructions.

  • If duplicate messages are sent, review the Send Initial Message setting.