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Human support lets a visitor hand the conversation to your team. The chatbot handles the routine questions; your team gets the conversations that matter, with the full transcript attached.

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Turn it on

1

Open Human Support

In your chatbot’s sidebar, open Human Support (under Customizations) and turn on Enable Human Support.
2

Shape the escalation buttons

After each answer the widget can offer two buttons: a positive confirmation and an escalation. You control them here:
  • Positive Feedback Prompt: the “that answered my question” button text.
  • Request Human Support Prompt: the “connect me to an agent” button text.
  • Human Support Confirmation Message: what the visitor sees once escalated.
  • Show escalation buttons after responses and Replace other suggestions with escalation buttons control when the buttons appear.
3

Set up notifications

  • Enable Escalation Notifications emails the addresses you list every time a conversation escalates.
  • Enable New Conversation Notifications does the same for every new conversation, if you want full visibility.

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Replying as a human

Escalated conversations are marked in Chat History. Open one and reply directly; the visitor sees your message in the widget in real time, and the AI stays quiet while the conversation is in agent mode. You can also handle escalations in the tools your team already uses:

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Taking over a conversation

Sometimes you want the AI fully out of the way. Open the conversation in Chat History and click Take over the chat. The visitor sees a note that a human agent has joined. While you hold a conversation:
  • The AI never replies. An answer that is already generating when you take over is discarded.
  • The visitor’s messages still land in the transcript, so you never lose what they wrote.
  • The visitor cannot switch the conversation back to AI while you hold it.
  • Only Release to AI (or the API’s switch-to-ai endpoint, its programmatic twin) hands the conversation back. Other mode changes from integrations or the API do not release your hold.

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Closing a conversation

Mark as Resolved closes a conversation:
  • The widget stops accepting new visitor messages, and API sends return 409 CONVERSATION_CLOSED.
  • Lead forms in the transcript disarm, and feedback buttons stop recording.
  • Escalations, channel restarts, and welcome flows treat the conversation as finished.
Only your team can reopen a closed conversation, with Mark as Unresolved.

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How visitors escalate

  • By clicking the escalation button after an answer.
  • By asking: messages like “talk to a human” trigger the escalation flow.
  • Automatically on lead capture, if you enabled Auto-escalate on lead capture in lead collection.
If the visitor has not left contact details yet, the escalation flow asks for them, so your team can follow up even after the visitor leaves the site.
Want every conversation to start with a human instead? Switch the chatbot to Agent mode in chat modes.