> ## Documentation Index
> Fetch the complete documentation index at: https://docs.trama.so/llms.txt
> Use this file to discover all available pages before exploring further.

# Handoff and customization

> The agent transfers the conversation to the assigned sales rep when:

## When it hands off to the sales rep

The agent transfers the conversation to the assigned sales rep when:

* It has gathered enough data to qualify the lead (destination + dates + passengers as a minimum)
* The traveler asks to speak with a person
* The traveler asks a question the agent can't answer
* The conversation requires negotiation or personalized attention

## Customization

Each business can customize:

* The information the agent knows (destinations, services, policies)
* The tone and style of the conversation
* The handoff rules (when it passes to the sales rep)
* The data it considers mandatory for qualification