> ## Documentation Index
> Fetch the complete documentation index at: https://botpress-charmenta-pr-700.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Configure Human Handoff

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" icon="plug" horizontal>
  Install and configure the official integration <Tooltip tip="This feature requires a Botpress Plus plan or higher."><Badge stroke color="blue">Plus</Badge></Tooltip>
</Card>

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:

<Frame>
  <img alt="Pending conversation" className="block dark:hidden" src="https://mintcdn.com/botpress-charmenta-pr-700/XNznUPy3bUw8oLY5/get-started/manage-your-agent/assets/pending-conversation.png?fit=max&auto=format&n=XNznUPy3bUw8oLY5&q=85&s=5bce50e7fbde02ff2c469afda8319573" width="1400" height="374" data-path="get-started/manage-your-agent/assets/pending-conversation.png" />

  <img alt="Pending conversation" className="hidden dark:block" src="https://mintcdn.com/botpress-charmenta-pr-700/XNznUPy3bUw8oLY5/get-started/manage-your-agent/assets/pending-conversation-dark.png?fit=max&auto=format&n=XNznUPy3bUw8oLY5&q=85&s=8246e7251ca35aeb05a7abf4057f68d8" width="1400" height="374" data-path="get-started/manage-your-agent/assets/pending-conversation-dark.png" />
</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>
  <img alt="Assign conversation" className="block dark:hidden" src="https://mintcdn.com/botpress-charmenta-pr-700/XNznUPy3bUw8oLY5/get-started/manage-your-agent/assets/assign-conversation.png?fit=max&auto=format&n=XNznUPy3bUw8oLY5&q=85&s=8f3a4c322c523f1e230bf5e2ef499ba2" width="2416" height="814" data-path="get-started/manage-your-agent/assets/assign-conversation.png" />

  <img alt="Assign conversation" className="hidden dark:block" src="https://mintcdn.com/botpress-charmenta-pr-700/XNznUPy3bUw8oLY5/get-started/manage-your-agent/assets/assign-conversation-dark.png?fit=max&auto=format&n=XNznUPy3bUw8oLY5&q=85&s=b4f34785cd2a88d1f93e3aef7edc4c29" width="2416" height="814" data-path="get-started/manage-your-agent/assets/assign-conversation-dark.png" />
</Frame>

Now you can chat directly with the user:

<Frame>
  <img alt="Respond to user" className="block dark:hidden" src="https://mintcdn.com/botpress-charmenta-pr-700/XNznUPy3bUw8oLY5/get-started/manage-your-agent/assets/respond-to-user.png?fit=max&auto=format&n=XNznUPy3bUw8oLY5&q=85&s=ff28e48e50b5a273313e2cbd7cec0b22" width="2444" height="814" data-path="get-started/manage-your-agent/assets/respond-to-user.png" />

  <img alt="Respond to user" className="hidden dark:block" src="https://mintcdn.com/botpress-charmenta-pr-700/XNznUPy3bUw8oLY5/get-started/manage-your-agent/assets/respond-to-user-dark.png?fit=max&auto=format&n=XNznUPy3bUw8oLY5&q=85&s=c26889b21c8e6068ee15f83fb67bea63" width="2444" height="814" data-path="get-started/manage-your-agent/assets/respond-to-user-dark.png" />
</Frame>

### Close a ticket

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.

## Testing

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

<Steps>
  <Step>Open your agent's [preview](/get-started/manage-your-agent/preview).</Step>

  <Step>
    Chat with your agent until it triggers Human Handoff:

    <Frame>
      <img alt="Trigger Human Handoff" className="block dark:hidden" src="https://mintcdn.com/botpress-charmenta-pr-700/XNznUPy3bUw8oLY5/get-started/manage-your-agent/assets/trigger-human-handoff.png?fit=max&auto=format&n=XNznUPy3bUw8oLY5&q=85&s=10eb19291dc11b2f525036ff0212583d" width="1366" height="702" data-path="get-started/manage-your-agent/assets/trigger-human-handoff.png" />

      <img alt="Trigger Human Handoff" className="hidden dark:block" src="https://mintcdn.com/botpress-charmenta-pr-700/XNznUPy3bUw8oLY5/get-started/manage-your-agent/assets/trigger-human-handoff-dark.png?fit=max&auto=format&n=XNznUPy3bUw8oLY5&q=85&s=a8128ddd3e998f46cf7ba1751edfd1b8" width="1366" height="702" data-path="get-started/manage-your-agent/assets/trigger-human-handoff-dark.png" />
    </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>