> 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/live-agent-handoff.md).

# Live agent handoff

`Action` — Requires at least one team with a live agent signed in and available to inherit chats from the AI agent.

## What it does

Transfers a chat from the AI agent to a live agent, who replies from the [Inbox](/docs/modules/inbox.md) helpdesk dashboard. Once a live agent is handling the chat, it becomes a [livechat](/docs/modules/livechats.md).

## When to use it

When a person needs a human — a complex request, a complaint, or anything the scripted flow and LLM cannot resolve.

## Settings

| Setting                           | Description                                                                                                                                                                                                                                                                                                                   |
| --------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Live agent availability check** | When enabled, chats are only transferred to a live agent who is online. If no agent is available, the handoff does not proceed.                                                                                                                                                                                               |
| **Assign chat**                   | Determines where the chat is routed: **Assign to all live agents in the teamspace** — all live agents see the pending chat and can claim it. **Assign to specific live agents or teams** — only the specified agents or teams see the chat. Teams must first be created in [Teams settings](/docs/settings/general/teams.md). |
| **Assign by language**            | Optional. Further concentrates assignments by the AI agent's active language.                                                                                                                                                                                                                                                 |

See [Chat assignment](/docs/settings/teamspaces/chat-assignment.md) to configure how chats are distributed to agents.

## Handing back to the AI agent

A chat returns to the AI agent when its status is marked **Closed**. This fires the [Chat closed](/docs/modules/ai-agents/workflows-and-actions/chat-closed.md) trigger and runs any enabled subsequent actions. The flow then resumes from the original Live agent handoff action, running through the nested **When live agent closes chat** tree.

## Example

```
Message received: "I want to speak to someone"
└─ Live agent handoff
   • Availability check: on
   • Assign to: specific teams → Complaints
```

## Related

{% content-ref url="/pages/EBzV3f92cqcYL1yuFMPL" %}
[External handoff](/docs/modules/ai-agents/workflows-and-actions/external-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 %}

{% content-ref url="/pages/VeqvBsilLVuwwIkFIyUd" %}
[Create ticket](/docs/modules/ai-agents/workflows-and-actions/create-ticket.md)
{% endcontent-ref %}