Connect your agent
/ Your support agent owns chat inference. Desk Center owns the ticket when you escalate.
Your responsibilities
- Run chat inference on your stack (LLM, bot, or third-party API).
- Decide when to escalate — return escalate: true or call the handoff endpoint.
- Supply conversationSummary and urgency in the handoff payload.
- Keep the widget or React SDK pointed at your baseUrl for self-hosted chat.
Escalation signals
- SSE final event with escalate: true and handoff object.
- Customer taps handoff in the widget.
- POST /api/v1/handoff/ticket from your own UI.
SSE final event
{
"delta": "",
"done": true,
"escalate": true,
"handoff": {
"humanDesk": true,
"urgency": "high",
"conversationSummary": "Customer cannot access account after password reset."
}
}Widget payload
Handoff object
{
"humanDesk": true,
"email": "support@yourcompany.com",
"conversationSummary": "Customer asked about refund for order #4521...",
"urgency": "medium"
}POST /handoff/ticket
Create a ticket without going through the chat stream. Useful for headless integrations or CRM mirrors.