External handoff

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

Action — Requires Zendesk or Bitrix24 integration to be set up.

What it does

Transfers a chat to an integrated third-party platform instead of to a live agent in Proto.

Platform	Where the chat goes
Bitrix24	Another chat user in the Bitrix24 dashboard
Zendesk	A live agent in the Zendesk helpdesk platform

When to use it

When your live agents work in Zendesk or Bitrix24 rather than the Proto Inbox, and a chat needs to reach them there.

Settings

Setting	Description
Platform	Select Bitrix24 or Zendesk. See the respective setup guides for connection requirements.

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What happens after handoff

When triggered, the chat session ends on Proto's side and is permanently transferred to the external platform. Proto has no access to subsequent messages. Only historic messages prior to handoff remain visible in the Inbox.

Example

Message received: "speak to an agent"
└─ External handoff → Zendesk

Related

Live agent handoffAI agent handoff