> ## Documentation Index
> Fetch the complete documentation index at: https://botpress-helpdesk.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-helpdesk/m6W5uVl7TKgoq4gR/get-started/manage-your-agent/assets/pending-conversation.png?fit=max&auto=format&n=m6W5uVl7TKgoq4gR&q=85&s=76ba9f041efbd471a6739b7983edfbf9" 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-helpdesk/m6W5uVl7TKgoq4gR/get-started/manage-your-agent/assets/pending-conversation-dark.png?fit=max&auto=format&n=m6W5uVl7TKgoq4gR&q=85&s=076c1a7c906e756bf8956095bf8ec41e" 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-helpdesk/m6W5uVl7TKgoq4gR/get-started/manage-your-agent/assets/assign-conversation.png?fit=max&auto=format&n=m6W5uVl7TKgoq4gR&q=85&s=f4c521e1a9532a3d127f031389f9f2de" 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-helpdesk/m6W5uVl7TKgoq4gR/get-started/manage-your-agent/assets/assign-conversation-dark.png?fit=max&auto=format&n=m6W5uVl7TKgoq4gR&q=85&s=e76e98b656d16866d8436ac5aa2f59c1" 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-helpdesk/m6W5uVl7TKgoq4gR/get-started/manage-your-agent/assets/respond-to-user.png?fit=max&auto=format&n=m6W5uVl7TKgoq4gR&q=85&s=b866500f92b137c72feb616914953558" 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-helpdesk/m6W5uVl7TKgoq4gR/get-started/manage-your-agent/assets/respond-to-user-dark.png?fit=max&auto=format&n=m6W5uVl7TKgoq4gR&q=85&s=bacd12a383b53394337a43c7413a3272" 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-helpdesk/m6W5uVl7TKgoq4gR/get-started/manage-your-agent/assets/trigger-human-handoff.png?fit=max&auto=format&n=m6W5uVl7TKgoq4gR&q=85&s=ac4ac54664a3964a19d0f9425537a8c5" 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-helpdesk/m6W5uVl7TKgoq4gR/get-started/manage-your-agent/assets/trigger-human-handoff-dark.png?fit=max&auto=format&n=m6W5uVl7TKgoq4gR&q=85&s=71d5988a902de1f5c380edee98ef7eaf" 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>