External Handoff

Allow chatbot to transfer to a third-party live agent platform.

Zendesk integration requires the Total plan, and Bitrix24 the Enterprise plan.

The External Handoff action is similar to Human Handoff, except instead of transferring the chat to a user in Proto AICX, it's transferred to a third party platform. Current platforms supported are:

• Bitrix24 — where the chat is transferred to another chat user in the Bitrix24 dashboard.

• Zendesk — where the chat is transferred to a live rep in the Zendesk helpdesk platform.

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Configuration

Select an External Handoff action from the tree to configure it.

Select the Platform to transfer chats to. See the Bitrix24 and Zendesk articles for their respective setup guides.

Press Save to confirm edits.

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Handoff

When the AI assistant triggers an external handoff, the chat session will automatically end on Proto's side and be permanently transferred to the new platform. Proto AICX has no access to the subsequent external chat, and only historic messages prior to handoff will be visible in the Inbox dashboard.