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🎥 Refer to the setup video for a step-by-step visual guide:

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Overview

The Human Support feature allows you to view and manage conversations where users request assistance from a human agent. This helps teams step in at the right time, resolve complex queries, and ensure a better support experience when automation alone is not enough. This guide explains how to access human support requests, search conversations, apply filters, and view request details.

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Accessing Human Support

1

Open the Dashboard

  • Log in to your dashboard
  • Navigate to Human Support from the main menu
2

View Support Requests

  • The Human Support page loads with available requests
  • If no requests exist, you’ll see No human support requests found
Human Support Dashboard

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Human Support Overview

The Human Support is designed to help you quickly find and manage support requests.

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Search & Filters

Use the top search bar and filters to locate specific support requests.
  • Search in Messages: Search for keywords or phrases within support request conversations using the Search message field.
  • Request Status Filters: Filter support requests by status: All Requests, Open, In Progress, Resolved, Closed

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Date Range Filters

Narrow down support requests by selecting a time range.
  • Quick Date Filters
  • Custom Range

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Support Requests List

The left panel displays all support requests based on selected filters.
  • All Requests: Displays every human support request.
  • Open: Requests that are newly created and awaiting action.
  • In Progress: Requests currently being handled by a human agent.
  • Resolved: Requests that have been successfully addressed.
  • Closed: Requests that are completed and archived.
If no requests match the selected filters, the system displays:
No human support requests found

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Support Request Details

The right panel shows detailed information for the selected support request.
  • Conversation Messages: View the full conversation between the user, chatbot, and human agent.
  • Support Details: View request-related information and current status.

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When Support Requests Appear

Support requests are created when:
  • A user explicitly requests human assistance
  • The chatbot escalates the conversation to a human agent
  • Automated responses are insufficient for the user’s needs

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Best Practices

  • Regularly monitor open requests to reduce response time
  • Use message search to quickly locate specific issues
  • Update request status as it progresses
  • Review resolved requests to improve chatbot training