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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.

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

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Dashboard

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

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View your tickets

When a user triggers Human Handoff, a ticket is opened. You can view your tickets in the left sidebar:
Pending conversation
Select any ticket to view the conversation with the user.
You can use the drop-down menus to filter your tickets by their status.

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Assign a ticket

You can assign a ticket to anyone in your Workspace, including yourself. For example, select Assign to me:
Assign conversation
Now you can chat directly with the user:
Respond to user

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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.

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Testing

You can test Human Handoff by using your agent’s preview to simulate an escalation.
1
Open your agent’s preview.
2
Chat with your agent until it triggers Human Handoff:
Trigger Human Handoff
3
Navigate to the Dashboard, then go to the bot’s Human Handoff menu. From there, you can assign and interact with the ticket.