Configure Human Handoff

If you want to allow a live agent to join your agent’s conversations, you can configure this in the Human Handoff section of your bot’s menu.

For new workspaces, Human Handoff has moved to Botpress Desk, our new AI helpdesk for modern support teams. Go to Human Handoff > Open Botpress Desk to get started setting up your workspace.

Users on existing workspaces can follow the steps below and continue using the legacy HITL integration.

Setup

To get started using Human Handoff, you need to install and configure the official Human-in-the-Loop (HITL) integration:

Configure HITL

Install and configure the official integration

Plus This feature requires a Botpress Plus plan or higher.

When you’ve finished setting up the integration, you’ll have access to the Human Handoff Dashboard.

Dashboard

When you’ve finished setting up the integration, you’ll have access to the Human Handoff Dashboard. Here’s how it works:

View your tickets

When a user triggers Human Handoff, a ticket is opened. You can view your tickets in the left sidebar:

Select any ticket to view the conversation with the user.

You can use the drop-down menus to filter your tickets by their status.

Assign a ticket

You can assign a ticket to anyone in your Workspace, including yourself. For example, select Assign to me:

Now you can chat directly with the user:

Close a ticket

When you’ve resolved the conversation with the user, select Resume Chatbot . This removes you from the conversation and lets the user keep chatting with your agent.

Testing

You can test Human Handoff by using your agent’s preview to simulate an escalation.

Open your agent’s preview.

Chat with your agent until it triggers Human Handoff:

Navigate to the Dashboard, then go to the bot’s Human Handoff menu. From there, you can assign and interact with the ticket.