> ## Documentation Index
> Fetch the complete documentation index at: https://docs.chatropic.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Human handoff

> Escalate conversations to live agents

There is **no dedicated handoff settings page** in the dashboard. Configure handoff through:

1. An **Escalate to human** action; see [Escalate to human](/user-guides/actions/escalate-to-human)
2. The WhatsApp customer handoff URL (Twilio) under **Actions > Integrations**
3. Instructions and guardrails that tell the agent when to offer escalation

## Typical flow

When the user asks for a human or an escalate action fires:

1. Agent sends handoff message (link, queue confirmation, or callback promise)
2. Conversation appears in **Inbox** for review
3. Your team handles the case outside the automated loop (or via WhatsApp handoff link)
4. Optional: Slack alert if [Slack escalation](/user-guides/settings/slack-escalation) is enabled

## Per channel

| Channel                       | Handoff behavior                                          |
| ----------------------------- | --------------------------------------------------------- |
| Web embed                     | Handoff text with URL; monitor **Inbox**                  |
| WhatsApp                      | Customer handoff URL via the **Integrations** panel       |
| Mobile app (React Native SDK) | The agent returns handoff text in chat; monitor **Inbox** |

<Steps>
  <Step title="Add an escalate action">
    In **Actions > Available actions**, create an escalate action with a clear "when to call" description.
  </Step>

  <Step title="Configure WhatsApp (optional)">
    In **Actions > Integrations**, open the WhatsApp panel and set the handoff URL.
  </Step>

  <Step title="Monitor Inbox">
    Review escalated threads in **Inbox**.
  </Step>
</Steps>

<CardGroup cols={2}>
  <Card title="Escalate to human action" icon="headset" href="/user-guides/actions/escalate-to-human">
    Action-level escalation patterns.
  </Card>

  <Card title="WhatsApp deploy" icon="comment-sms" href="/user-guides/deploy/whatsapp">
    Channel-specific setup.
  </Card>
</CardGroup>