# Configure Human Handoff

Set up live agent support with the Human-in-the-Loop integration.

import { Tip, Warning } from '@/components/callouts'
import Steps from '@/components/Steps.astro'
import Step from '@/components/Step.astro'
import Icon from '@/components/Icon.astro'
import Frame from '@/components/Frame.astro'
import Card from '@/components/Card.astro'
import { Badge } from '@/components/ui/badge'
import Tooltip from '@/components/Tooltip.astro'

If you want to allow a live agent to join your agent's conversations, you can configure this in the <Icon icon="message-square-reply"/> **Human Handoff** section of your bot's menu.

<Warning>
  For new workspaces, Human Handoff has moved to [Botpress Desk](https://botpress.com/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.

</Warning>

## Setup

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

<Card title="Configure HITL" href="/integrations/integration-guides/hitl/introduction.md" icon="plug" horizontal>
  Install and configure the official integration{' '}
  <Tooltip tip="This feature requires a Botpress Plus plan or higher.">
    <Badge variant="plus">Plus</Badge>
  </Tooltip>
</Card>

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

{/* You can assign members of your Workspace to join conversations that have triggered Human Handoff, and they can directly assist your users. */}

---

## 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:

<Frame>
  <Picture alt="Pending conversation" class="block dark:hidden" src={pendingConversationImg} />
  <Picture alt="Pending conversation" class="hidden dark:block" src={pendingConversationDarkImg} />
</Frame>

Select any ticket to view the conversation with the user.

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

### Assign a ticket

You can assign a ticket to anyone in your Workspace, including yourself. For example, select <Icon icon="user-round"/> **Assign to me**:

<Frame>
  <Picture alt="Assign conversation" class="block dark:hidden" src={assignConversationImg} />
  <Picture alt="Assign conversation" class="hidden dark:block" src={assignConversationDarkImg} />
</Frame>

Now you can chat directly with the user:

<Frame>
  <Picture alt="Respond to user" class="block dark:hidden" src={respondToUserImg} />
  <Picture alt="Respond to user" class="hidden dark:block" src={respondToUserDarkImg} />
</Frame>

### Close a ticket

{/* vale Vale.Spelling = NO */}
When you've resolved the conversation with the user, select **Resume Chatbot <Icon icon="undo-2"/>**. This removes you from the conversation and lets the user keep chatting with your agent.
{/* vale Vale.Spelling = YES */}

## Testing

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

<Steps>
  <Step>Open your agent's [preview](/studio/get-started/manage-your-agent/preview.md).</Step>
  <Step>
    Chat with your agent until it triggers Human Handoff:

    <Frame>
      <Picture
        alt="Trigger Human Handoff"
        class="block dark:hidden"
        src={triggerHumanHandoffImg}
      />
      <Picture
        alt="Trigger Human Handoff"
        class="hidden dark:block"
        src={triggerHumanHandoffDarkImg}
      />
    </Frame>

  </Step>
  <Step>
    Navigate to the Dashboard, then go to the bot's <Icon icon="message-square-reply"/> **Human Handoff** menu. From there, you can assign and interact with the ticket.
  </Step>
</Steps>