Botpress Human Handoff for WhatsApp and Webchat

Enable Botpress human handoff across WhatsApp and Webchat

Seamlessly hand conversations from your Botpress chatbot to live agents when human support is needed

Live agent handoff for Botpress & Voiceflow

Route Botpress conversations to a shared team inbox

Assign and transfer chats between team members

No need to change your existing Botpress workflow. Works 'as is'

Enable Botpress Human Handoff

Botpress Human Handoff (ie. Botpress HITL) across two popular channels

OPTION 1

Botpress
Webchat Handoff

Enable human handoff for website visitors in real time

Escalate webchat conversations to live agents. i.e. Botpres HITL

Agents respond using the hitlchat web or mobile app

Transfer conversations between support agents

Ideal for websites, landing pages, and SaaS apps

View Botpress Webchat Setup

OPTION 2

Botpress
‍WhatsApp Handoff

Enable Botpress human handoff for WhatsApp conversations

Escalate Botpress WhatsApp chats to human agents. ie. HITL

Agents respond using the hitlchat web or mobile app, or WhatsApp mobile app

Connect using either WhatsApp Business API or QR code

Supports bulk WhatsApp messaging campaigns

View Botpress WhatsApp Setup

Anteprima Video Human Hand-off for Botpress

Respond to customers while on the go with the hitlchat Mobile app, or use the WhatsApp mobile app directly

Instantly enable Botpress HITL for your existing Botpress chatbots

Link your Botpress chatbot with hitlchat to ensure customers can be transferred to a live agent when a conversation needs human attention, whether it begins on your site or on WhatsApp. hitlchat was designed to make Botpres HITL super easy for you.

Enable Botpress Human Handoff

Botpress Human Handoff

Automatically escalate Botpress conversations to live agents across both your website chat widget and WhatsApp and provide customers with a true 'live chat' experience

Collaborative Team Inbox

Manage escalated Botpress chats from Webchat and WhatsApp in one unified team inbox. Assign conversations, transfer customers between agents, and collaborate efficiently.

Fast Setup, No Custom Code

Begin routing conversations to human agents without any custom code or complexity. Simply follow the 3 minute 'no code' video tutorial within hitlchat and you'll be up and running!

Desktop & Mobile App

Reply to Botpress Webchat and WhatsApp handoff conversations using the hitlchat web app or mobile app (iOS & Android) allowing agents to support customers from anywhere

Multiple Connection Methods

For WhatsApp, connect using the WhatsApp Business API or simply scan a QR code. For Webchat simply use your existing native Botpress integration. No changes required.

Full Conversation History

View the full conversation history for each customer across all Botpress sessions, giving your team the context they need to deliver better support

Real results from real teams

Emma Richardson

Customer Support Rep

"hitlchat completely changed how we handle complex queries. When our Botpress chatbot isnt able to resolve a particular customer request the conversation is instantly routed to someone in our team on either our website chat or WhatsApp business number. Customers no longer get stuck :) Our team can now step in with full context. It’s made our support feel genuinely human again!"

Liam Greyton

Automation Consultant

"We having been developing Botpress bots for clients across web and messaging channels. This HITL solution finally bridges the gap between our chatbot's automation and live support. Whether a user starts on a website widget or in WhatsApp our clients agents can take over the chat seamlessly. Setup was also very straightforward"

Sofia Alvarez

eCommerce Operations Manager

"Our chatbot handles most routine questions just fine, but in our business real sales mainly happen when a human joins the conversation. Being able to escalate chats from both multiple channels into one team inbox has helped us close more orders and resolve issues a lot faster. Awesome product"

Priced plans for teams of all sizes

Save 25% with our annual plan

Annual

Monthly

Solo Agent (1 user)

$29

/ Per Month

Human handoff for Botpress and Voiceflow chatbots across WhatsApp and Webchat for one user

Live agent handoff for Botpress & Voiceflow (WhatsApp & Webchat)

Shared inbox for two-way customer conversations

Automation rules & contact management

Mobile & desktop inbox access

Send Bulk WhatsApp campaigns

Developer API access for custom integrations

1 user included

Usage:

8,000 contacts

20k broadcasts per month

15 automations

20 tags & 20 lists

5 custom fields

Try Hitlchat For Free

Small Business (5 users)

$47

/ Per Month

Everything in Solo Agent, as well as multi-agent collaboration for 5 users

Multi-agent human handoff for Botpress & Voiceflow (WhatsApp & Webchat)

Shared inbox for two-way customer conversations

Automation rules & contact management

Mobile & desktop inbox access

Send Bulk WhatsApp campaigns

Developer API access for custom integrations

5 users included

Usage:

15k contacts

40k broadcasts per month

30 automations

40 tags & 40 lists

10 custom fields

10k API calls per month

Try Hitlchat For Free

Growth

$89

/ Per Month

Everything in Small Business, with larger contact database and support for 10 users

Multi-agent human handoff for Botpress & Voiceflow (WhatsApp & Webchat)

Shared inbox for two-way customer conversations

Advanced automation rules & contact management

Mobile & desktop inbox access

Send Bulk WhatsApp campaigns (faster send speeds)

Developer API access for custom integrations

10 users included

Usage:

35k contacts

80k broadcasts per month

Unlimited automations

Unlimited tags & lists

Unlimited custom fields

50k API calls per month

Try Hitlchat For Free

Enterprise (30 users)

$210

/ Per Month

Everything in Growth, with enterprise-scale contact limits, ultra-fast broadcast sending and support for 30 users

Enterprise-grade human handoff for Botpress & Voiceflow (WhatsApp & Webchat)

Shared inbox for two-way customer conversations

Advanced automation rules & contact management

Mobile & desktop inbox access

Send Bulk WhatsApp campaigns (ultra fast send speeds)

Developer API access for custom integrations

30 users included

Usage:

300k contacts

500k broadcasts per month

Unlimited automations

Unlimited tags & lists

Unlimited custom fields

300k API calls per month

Try Hitlchat For Free

Solo Agent (1 user)

$37

/ Per Month

Human handoff for Botpress and Voiceflow chatbots across WhatsApp and Webchat for one user

Live agent handoff for Botpress & Voiceflow (WhatsApp & Webchat)

Shared inbox for two-way customer conversations

Automation rules & contact management

Mobile & desktop inbox access

Send Bulk WhatsApp campaigns

Developer API access for custom integrations

1 user included

Usage:

8,000 contacts

20k broadcasts per month

15 automations

20 tags & 20 lists

5 custom fields

Try Hitlchat For Free

Small Business (5 users)

$62

/ Per Month

Everything in Solo Agent, as well as multi-agent collaboration for 5 users

Multi-agent human handoff for Botpress & Voiceflow (WhatsApp & Webchat)

Shared inbox for two-way customer conversations

Automation rules & contact management

Mobile & desktop inbox access

Send Bulk WhatsApp campaigns

Developer API access for custom integrations

5 users included

Usage:

15,000 contacts

40k broadcasts per month

30 automations

40 tags & 40 lists

10 custom fields

10k API calls per month

Try Hitlchat For Free

Growth

$115

/ Per Month

Everything in Small Business, with larger contact database and support for 10 users

Multi-agent human handoff for Botpress & Voiceflow (WhatsApp & Webchat)

Shared inbox for two-way customer conversations

Advanced automation rules & contact management

Mobile & desktop inbox access

Send Bulk WhatsApp campaigns (faster send speeds)

Developer API access for custom integrations

10 users included

Usage:

35k contacts

80k broadcasts per month

Unlimited automations

Unlimited tags & lists

Unlimited custom fields

50k API calls per month

Try Hitlchat For Free

Enterprise (30 users)

$265

/ Per Month

Everything in Growth, with enterprise-scale contact limits, ultra-fast broadcast sending and support for 30 users

Enterprise-grade human handoff for Botpress & Voiceflow (WhatsApp & Webchat)

Shared inbox for two-way customer conversations

Advanced automation rules & contact management

Mobile & desktop inbox access

Send Bulk WhatsApp campaigns (ultra fast send speeds)

Developer API access for custom integrations

30 users included

Usage:

300k contacts

500k broadcasts per month

Unlimited automations

Unlimited tags & lists

Unlimited custom fields

300k API calls per month

Try Hitlchat For Free

What Is Botpress Human Handoff? And How Does Botpress HITL Actually Work?

Botpress human handoff, Botpress HITL (human-in-the-loop) for short, is the ability for a real person to step into a conversation your Botpress bot is having, at exactly the moment automation stops being enough.

The customer notices nothing: whether they’re chatting on WhatsApp or in the chat widget on your website, the thread stays put and the history stays intact. A human simply picks up where the bot left off.

Why it’s necessary

The whole point of Botpress is automation, and it delivers, right up until a conversation demands empathy, authority, or information the bot doesn’t hold. Typical escalation moments:

Deals, discounts, and price objections
Billing or account problems that need a lookup
A customer demanding to “speak to someone”
Scenarios your flows never anticipated

With no handoff route, each of those chats becomes a lost sale, an angry ticket somewhere else, or silence.

How Hitlchat works

hitlchat is the HITL layer between your Botpress bot and its channels. It watches every conversation for an escalation signal: a customer typing one of your HITL keywords, or a teammate claiming the chat. On that signal:

That single conversation is taken off autopilot; the bot carries on with everyone else.
It’s routed into the shared team inbox for a live reply, on desktop or mobile.
Once sorted, the bot takes over again: reassigned by hand, by hand-back keyword, or by the inactivity timer.

A good handoff is invisible: same thread, same history, no repetition — just the right responder at the right moment.

Why Add Human Handoff to Your Botpress Bot?

Automation sets the pace; humans set the ceiling. Together they cover the full range of customer conversations.

Close the conversations bots can’t

FAQ traffic stays automated while negotiations, exceptions, and judgment calls reach a person who can land them.

One handoff layer, two channels

The same Botpress bot escalates to humans on WhatsApp and on your website’s chat widget. Pick one or run both.

Full context on every takeover

The complete bot transcript is right there when your teammate steps in. No “can you repeat that?”

An upgrade, not a rebuild

Your Botpress bot keeps working exactly as designed; hitlchat adds the human layer around it.

See your bot’s blind spots

Handoff frequency by topic is a ready-made roadmap of which Botpress flows to tune next.

How a Botpress Human Handoff Is Triggered, and Handed Back

Control can move from bot to human, and back again, in five ways. You choose which of them to switch on.

Method	Initiated by	What happens
HITL keyword	Customer	The customer types a phrase you’ve defined (“agent,” “human”): the bot pauses and the chat is flagged for your team
Manual takeover	Your team	A teammate just replies from the inbox: the chat is assigned to them, marked In Progress, and the bot goes quiet
Hand-back keyword	Your team	The agent sends one of your outgoing hand-back phrases: the bot resumes on that conversation
Reassign to bot	Your team	The agent re-assigns the chat to Bot in the inbox: automation continues from there
Auto-reassign timer	Automatic	After a quiet period you set (up to 24 hours), idle conversations return to the bot on their own

Everything is per-conversation: pausing the bot for one customer never affects anyone else’s chat. And if you ever need automation off entirely, a global Bot Active toggle covers that too. Full details in the HITL keywords & Bot Settings guide and the take-over-a-chat guide.

How to Enable Botpress Human Handoff with hitlchat

hitlchat adds HITL to an existing Botpress bot in a handful of steps, with no code changes to your flows:

Start your free trial

Create a hitlchat account at portal.hitlchat.io. No credit card.

Select the Botpress integration

In Configuration, choose Botpress as your integration type.

Pick your channel

Decide where handoff should live: WhatsApp (Facebook login, API credentials, or a QR scan) or WebChat (a native widget for your website), or set up both.

Connect your Botpress bot

Add your Botpress Personal Access Token and Messaging API URL, drop the hitlchat webhook URL into Botpress’s Response Endpoint URL field, and republish.

Create HITL keywords

List the words, “human,” “agent,” “help,” that should escalate a chat to your team.

Go live on your channel

WhatsApp starts working as soon as it’s connected; for webchat, paste the widget snippet before the closing </body> tag on your site.

Verify and invite your team

Send a test message, trigger a keyword, confirm it reaches the inbox, then add logins for your agents.

Channel-specific walkthroughs with screenshots: Connect Botpress to WhatsApp · Botpress Webchat Handoff.

Managing Botpress Human Handoffs from One Shared Inbox

Whichever channel a conversation starts on, it ends up in the same place: the hitlchat shared team inbox. There, your team can:

Open any chat with the bot’s full exchange already on screen
Reply using text, media, attachments, and quick replies
Route conversations to the right teammate mid-chat
Restore the bot the moment the human part is over
Tag and segment contacts for follow-up campaigns and reporting

One inbox for WhatsApp and webchat alike, and nobody on the support roster ever needs to log into Botpress Studio.

Frequently Asked Questions

Everything you need to know about Botpress human handoff and HITL.

What does HITL mean for Botpress?

HITL stands for human-in-the-loop. Botpress HITL means a live person can join, take over, or supervise a conversation your Botpress bot is running, instead of the bot being the only possible responder.

How do I add human handoff to my Botpress bot?

Through hitlchat: connect your bot with its Personal Access Token and Messaging API URL, choose a channel (WhatsApp or webchat), and define your HITL keywords. Your Botpress flows don’t change.

Which channels does Botpress human handoff work on?

Two: WhatsApp and your website’s webchat widget. One Botpress bot can run on either (or both at once) with a single shared inbox behind them.

Do I have to modify my existing Botpress flows?

No. The bot you’ve already built runs untouched. hitlchat wraps the handoff logic around it rather than inside it.

What actually triggers a handoff?

Either a customer typing one of your HITL keywords, or a teammate replying to (or claiming) the conversation from the inbox. Nothing else interrupts the bot.

How does the bot regain control afterwards?

Three routes: an agent reassigns the chat to the bot, an agent sends a hand-back keyword, or the auto-reassign timer returns idle conversations automatically after a period you choose.

Can I pause my Botpress bot for just one conversation?

Yes: pausing is always per-conversation, so taking over one chat never stops the bot anywhere else. See the take-over-a-chat guide for the exact flow.

What are HITL keywords and where do I set them up?

They’re the customer phrases that automatically escalate a chat, configured under Bot Settings in hitlchat. The HITL keywords guide covers incoming keywords, hand-back phrases, and the inactivity timer.

How big can my support team be?

Plans span one user (Solo Agent) to 30 users (Enterprise), and every team member gets an individual login to the shared inbox, on desktop or the mobile app.

Do my agents need Botpress accounts?

No. Your team works entirely from the hitlchat inbox. Botpress Studio access stays with whoever builds the bot.

Ready to try hitlchat ?

Create Your Free Account Now

No credit card required

Botpress Human Handoff for WhatsApp and Webchat

Enable Botpress human handoff across WhatsApp and Webchat

Seamlessly hand conversations from your Botpress chatbot to live agents when human support is needed

Route Botpress conversations to a shared team inbox

Assign and transfer chats between team members

No need to change your existing Botpress workflow. Works 'as is'

Botpress Human Handoff (ie. Botpress HITL) across two popular channels

Botpress Webchat Handoff

Botpress‍WhatsApp Handoff

Respond to customers while on the go with the hitlchat Mobile app, or use the WhatsApp mobile app directly

Instantly enable Botpress HITL for your existing Botpress chatbots

Botpress Human Handoff

Collaborative Team Inbox

Fast Setup, No Custom Code

Desktop & Mobile App

Multiple Connection Methods

Full Conversation History

Real results from real teams

Priced plans for teams of all sizes

$29

$47

$89

$210

$37

$62

$115

$265

What Is Botpress Human Handoff? And How Does Botpress HITL Actually Work?

Why it’s necessary

How Hitlchat works

Why Add Human Handoff to Your Botpress Bot?

Close the conversations bots can’t

One handoff layer, two channels

Full context on every takeover

An upgrade, not a rebuild

See your bot’s blind spots

How a Botpress Human Handoff Is Triggered, and Handed Back

How to Enable Botpress Human Handoff with hitlchat

Start your free trial

Select the Botpress integration

Pick your channel

Connect your Botpress bot

Create HITL keywords

Go live on your channel

Verify and invite your team

Managing Botpress Human Handoffs from One Shared Inbox

Frequently Asked Questions

What does HITL mean for Botpress?

How do I add human handoff to my Botpress bot?

Which channels does Botpress human handoff work on?

Do I have to modify my existing Botpress flows?

What actually triggers a handoff?

How does the bot regain control afterwards?

Can I pause my Botpress bot for just one conversation?

What are HITL keywords and where do I set them up?

How big can my support team be?

Do my agents need Botpress accounts?

Ready to try hitlchat ?

Botpress
Webchat Handoff

Botpress
‍WhatsApp Handoff