> ## Documentation Index
> Fetch the complete documentation index at: https://docs.neuraltalk.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# 🤝 Human Support

> Complete guide to viewing and managing human support requests from chatbot conversations

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

<div
  style={{
position: "relative",
paddingBottom: "56.25%", // 16:9 aspect ratio
height: 0,
marginTop: "16px",
borderRadius: "14px",
overflow: "hidden",
}}
>
  <iframe
    src="https://www.youtube.com/embed/8owTVYxBM3E?si=knW37MNiuJBivYi5"
    title="Human Support"
    frameBorder="0"
    allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share"
    allowFullScreen
    style={{
  position: "absolute",
  top: 0,
  left: 0,
  width: "100%",
  height: "100%",
  borderRadius: "14px",
}}
  />
</div>

## 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.

## Accessing Human Support

<Steps>
  <Step title="Open the Dashboard">
    * Log in to your dashboard
    * Navigate to **Human Support** from the main menu
  </Step>

  <Step title="View Support Requests">
    * The Human Support page loads with available requests
    * If no requests exist, you’ll see **No human support requests found**
  </Step>
</Steps>

<img src="https://mintcdn.com/neuraltalk/lL8KxG5DfvXuB77p/images/humanSupportDashboard.png?fit=max&auto=format&n=lL8KxG5DfvXuB77p&q=85&s=08d589745f83eeadde9e691525e51bc6" alt="Human Support Dashboard" width="1627" height="438" data-path="images/humanSupportDashboard.png" />

## Human Support Overview

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

### 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

### Date Range Filters

Narrow down support requests by selecting a time range.

* **Quick Date Filters**

* **Custom Range**

## 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**

## 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.

## 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

## 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