A public-health agent walks residents through a triage flow and then must connect them to a nurse line. Which combination should the design include?

A public-health triage agent that walks residents through questions and then connects them to a nurse line needs conversation tracking through the triage flow plus a handoff tool to the nurse line. Conversation state preserves answers across steps so triage is coherent; the handoff tool packages that context for a human or specialty service instead of ending in a dead end. That combination is the safe civic pattern for escalating care pathways. Conversation summarization after the triage flow plus a handoff tool to the nurse line summarizes only at the end and can hand off, but it never tracks conversation state through the steps, so triage cannot stay coherent while walking residents question by question. Conversation tracking through the triage flow plus a lookup article for the nurse line tracks the dialogue but only surfaces an article, so it never invokes the nurse-line handoff tool and residents get reading material instead of a connection to a nurse. Conversation tracking through the triage flow plus a skill routing to the nurse line tracks the flow but routes to another automated skill rather than invoking the handoff tool, so the escalation to a human nurse line never happens. On the exam, triage agents need stateful conversation plus an explicit handoff tool; distractors summarize after the flow instead of tracking through it, look up an article instead of invoking the handoff tool, or route to a skill rather than handing off to the nurse line. Caveat: handoff destinations and data shared with the nurse line must follow health privacy rules—minimize PHI in logs and verify consent/notice requirements for the channel used. Operational check: complete a multi-step triage dialogue, confirm state is retained, invoke the nurse-line handoff with summarized answers, and verify the agent cannot clear triage memory mid-flow or stop short of the handoff.