# Human reply

**URL:** <https://forum.rasa.com/t/human-reply/20230>\
**Category:** \[Deprecated\] Rasa X Community Edition\
**Created:** [October 23, 2019, 11:07am UTC](https://forum.rasa.com/t/human-reply/20230 "2019-10-23T11:07:25Z")\
**Posts on this page:** 4\
**Page:** 1

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**Author:** ![thanhn08](https://avatars.discourse-cdn.com/v4/letter/t/bbe5ce/32.png) [@thanhn08](https://forum.rasa.com/u/thanhn08)\
**Post date:** [October 23, 2019, 11:07am UTC](https://forum.rasa.com/t/human-reply/20230/1 "2019-10-23T11:07:25Z")

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_Version: 5cb4c3d-CC_

Hello,

I am researching to build a Customer Service bot. So far, everything Rasa is offering matched what I needed.

However, there is a usecase I am wondering if it’s possible in Rasa X.

For example, when user asks something and the bot cannot answer, the bot may tell users to wait for CS Staff to answer. After that, the human will come in and chat to the users directly through the chat interface. Is there a way to simply implement this?

I am sorry if the question is in the wrong place.

Thank you in advance for any help!

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**Author:** ![j.mosig](https://dub1.discourse-cdn.com/flex013/user_avatar/forum.rasa.com/j.mosig/32/3588_2.png) [@j.mosig](https://forum.rasa.com/u/j.mosig)\
**Post date:** [October 24, 2019, 11:52am UTC](https://forum.rasa.com/t/human-reply/20230/2 "2019-10-24T11:52:23Z")

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Hi @thanhn08, welcome to the Forum!

Yes, this is definitely possible. For example, you could use a fallback policy and a custom action for human handoff. See, e.g., [Open source Two Stage Fallback Policy with Rasa NLU and Rasa Core](https://blog.rasa.com/failing-gracefully-with-rasa-core/) and [Actions](https://rasa.com/docs/rasa/core/actions/#id2) and [How a human handoff is done in rasa or rasa x](http://forum.rasa.com/t/how-a-human-handoff-is-done-in-rasa-or-rasa-x/19570/2))

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<div class="post-metadata">

**Author:** ![thanhn08](https://avatars.discourse-cdn.com/v4/letter/t/bbe5ce/32.png) [@thanhn08](https://forum.rasa.com/u/thanhn08)\
**Post date:** [October 28, 2019, 5:14am UTC](https://forum.rasa.com/t/human-reply/20230/3 "2019-10-28T05:14:36Z")

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hi @j.mosig

Thank you so much for the answer. However, how can I use custom action in RasaX? is it possible as i cannot find it being mentioned in RasaX docs?

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<div class="post-metadata">

**Author:** ![j.mosig](https://dub1.discourse-cdn.com/flex013/user_avatar/forum.rasa.com/j.mosig/32/3588_2.png) [@j.mosig](https://forum.rasa.com/u/j.mosig)\
**Post date:** [October 28, 2019, 8:37am UTC](https://forum.rasa.com/t/human-reply/20230/4 "2019-10-28T08:37:18Z")

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If you work on your local machine, you just implement your custom action in the `actions.py` script of your project and add the corresponding name to your domain file. Rasa X does not need any configuration, since Rasa X is just the UI, using Rasa in the background. You’ll have to run the action server in the background through, using `rasa run actions`, and you have to uncomment the action endpoint in `endpoints.yml`. See [Actions](https://rasa.com/docs/rasa/core/actions/#id2) for details.

If you are on a server and install Rasa X using Docker, then you have to make sure to add the action server to the container and upload your `actions.py` script manually. See [Deploy to a Server](https://rasa.com/docs/rasa-x/deploy/#deploy) for details.