> For the complete documentation index, see [llms.txt](https://documentation.proto.cx/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documentation.proto.cx/docs/modules/ai-agents/workflows-and-actions/external-handoff.md).

# External handoff

`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. |

Press **Save** to confirm edits.

## 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

{% content-ref url="/pages/aLlL00SsNeVzsBT6G7gY" %}
[Live agent handoff](/docs/modules/ai-agents/workflows-and-actions/live-agent-handoff.md)
{% endcontent-ref %}

{% content-ref url="/pages/jhT8qWrBgxKgrnYWpBu3" %}
[AI agent handoff](/docs/modules/ai-agents/workflows-and-actions/ai-agent-handoff.md)
{% endcontent-ref %}