How to Enable Human Support
Let customers hand off from the chatbot to a live agent, with a custom button and control over when it appears.
Before you begin
When the AI cannot fully help, human support lets a customer hand the conversation to a live agent. You control the button text, when it appears, and whether handoff also applies to your social channels.
Plan availability
Human support is available on the Growth and Enterprise plans, and during the free trial. To answer handed-off chats, you also need team members acting as agents.
Open Human Support settings
- Go to Chatbots in the sidebar and open your chatbot.
- Click the Settings tab, then select Human Support.
Configure human support
Turn on human support
Switch Enable Human Support on. This activates handoff for this chatbot.
Set the button text
Edit Handoff Button Text to whatever you want customers to see, for example Talk to human support or Chat with an agent.
Choose when the button appears
Under When to Show Support Button, pick one:
- Number of messages to trigger, the button appears after a set number of messages, giving the AI a chance to help first.
- Show button based on keywords, the button appears when the customer uses phrases like
i need a real personorcustomer service. A built-in keyword list is included.
Set social channel options (optional)
If you use WhatsApp, Instagram, or Messenger:
- Enable Social Survey sends a "Was it resolved?" survey to WhatsApp users when a conversation auto-closes.
- Auto-Transfer Social Messages automatically routes social conversations to live agents using the same trigger rules as the web button.
Save
Select Save Changes.
What happens when a customer requests an agent
When the button is used, ChatFlow adds the conversation to your agent queue. An available agent picks it up in Live Chats, takes over from the AI, and resolves the issue. Make sure you have team members set to available so requests get answered.
Verify it's working
- Open the Playground tab.
- Trigger the button, send enough messages if you set a message count, or type a keyword like
I need a real person. - Confirm the handoff button appears with your text.
Troubleshooting
The button is not appearing
Confirm human support is enabled and that you selected Save Changes. Then meet the trigger you chose, the right number of messages, or one of the keyword phrases.
Customers see "no agents available"
No agent is currently available. Add team members as agents and make sure at least one is set to available and is not at their maximum number of active chats.
Social conversations are not transferring
Turn on Auto-Transfer Social Messages, confirm the channel is connected under the chatbot's Integrations, and check that your trigger rules match how customers ask for help.