Create Handoff Connection

Credentials for one handoff connection (handoff_connections.auth_details).

Deliberately stored on the connection row rather than in the agent config: agent configs are versioned and snapshotted onto every conversation, so a token in there would be copied into thousands of rows (PRD §6).

How this helpdesk behaves — as opposed to how to reach it.

These sit on the connection rather than on an escalation rule because they describe the HELPDESK, not the route: how fast that team answers and what context it wants to receive. Change one here and every agent routing through this connection follows, which is the point — an SLA is not a per-agent setting.

Customer-facing copy deliberately does NOT live here. It is spoken in the agent's voice and language, and one connection is shared by every agent in the org, so a shared waiting message would put the wrong language in front of somebody. That stays on the rule.

How this helpdesk behaves — as opposed to how to reach it.

These sit on the connection rather than on an escalation rule because they describe the HELPDESK, not the route: how fast that team answers and what context it wants to receive. Change one here and every agent routing through this connection follows, which is the point — an SLA is not a per-agent setting.

Customer-facing copy deliberately does NOT live here. It is spoken in the agent's voice and language, and one connection is shared by every agent in the org, so a shared waiting message would put the wrong language in front of somebody. That stays on the rule.