---
title: "Human Handoff Integrations"
description: "Overview"
canonical_url: "https://help.brainfi.sh/articles/human-handoff-integrations-PM4nYHEzOy"
md_url: "https://help.brainfi.sh/articles/human-handoff-integrations-PM4nYHEzOy.md"
---
# Human Handoff Integrations

## Overview

Human handoff lets your Brainfish agent gracefully transfer a conversation to a live support agent when the AI cannot confidently answer a user's question — or when the user explicitly requests human help.

Rather than leaving users stuck, handoff preserves the full context of the conversation (the question asked and the AI's response) and passes it into your support platform so the human agent can pick up exactly where the AI left off.


---

## How handoff works


1. The user asks a question the agent cannot confidently answer, **or** they click a handoff action button (e.g. "Talk to a human").
2. The Brainfish agent fires a JavaScript callback with the `query` (what the user asked) and `answer` (what the AI responded).
3. Your callback code uses those values to open your support chat platform, pre-populated with context.
4. The Brainfish widget closes and the support chat opens — the user sees a seamless transition.


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## Configuring a handoff action

Handoff is configured as a **Callback** action type inside Brainfish.


1. Navigate to **Agents** and select the agent you want to configure.
2. Open the **Actions** panel.
3. Add a new action and choose **Callback** as the type.
4. Paste in the integration-specific JavaScript snippet (see integration guides below).
5. Save the agent.

Alternatively, you can configure a global handoff directly in **Agent Settings > Next Best Actions**.


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## Available integrations

| Platform | Status | Guide |
|----|----|----|
| **Intercom** | ✅ Available | [How to set up an Intercom Handoff](/articles/how-to-set-up-an-intercom-handoff-in-a-brainfish-agent-or-handoff-action-Zu5gsvlVwk) |
| **Salesforce** | ✅ Available | [Salesforce Handoff Integration](/articles/salesforce-handoff-integration-eAgjZ1vHh3) |
| **Zendesk** | ✅ Available | [Zendesk Handoff Integration](/articles/zendesk-handoff-integration) |
| **Custom / Other** | ✅ Available | [Configure a Custom JS Callback](/articles/how-to-configure-a-custom-javascript-callback-for-a-handoff-action-LoVYnS5blN) |


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## Best practices

* **Always close the Brainfish widget** before opening the support chat to avoid layout overlap.
* **Pass the query and answer** into the support platform so the human agent has full context and doesn't ask the user to repeat themselves.
* **Truncate long strings** before passing them to third-party APIs — most platforms have character limits on pre-filled messages.
* **Test in a staging environment** before going live to confirm the callback fires correctly and the support chat opens as expected.
* **Add a fallback** inside your callback in case the third-party chat SDK hasn't loaded yet (e.g. `if (typeof window.zE !== 'function') return;`).


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## Troubleshooting

**The handoff button appears but nothing happens when clicked.** Check that the target support chat SDK (Intercom, Zendesk, etc.) is fully loaded before the Brainfish callback fires. Add a `typeof` guard at the top of your callback function.

**The Brainfish widget stays open after handoff.** Make sure you are calling `window?.Brainfish?.HelpWidget?.close('brainfish-trigger-button')` at the start of your callback.

**Context (query/answer) is not appearing in the support chat.** Confirm you are using the `query` and `answer` parameters from the callback signature and that the target platform API call accepts a pre-filled message string.