Human Handoff and Tickets

Fix common problems with live chat handoff, Helpdesk tickets, email verification, visitor emails, and Continue the conversation links.

The agent doesn’t create a ticket when asked

The agent only escalates when the conversation matches When to escalate in the Escalate to Human action. Check that:

The Escalate to Human action is Enabled, and the method is Create ticket.
When to escalate describes the case. The default text matches the method you chose. If you wrote your own text for live chat earlier, update it for tickets, for example: “Create a ticket when the visitor asks for a ticket, reports a problem you can’t solve, or asks the team to follow up.”
The channel is turned on under Channels.
Your team is on the Standard plan or above.

Then try it in the Playground with a clear request, such as “I want to open a support ticket.”

The agent asks an identified visitor for their name or email

The agent uses the details your website sends when it identifies the visitor. If it still asks:

Make sure your token includes name and email.
Check whether Collect Leads has other Required fields. The agent asks only for required fields it doesn’t have.

The verification code doesn’t arrive

Ask the visitor to check their spam folder, then use Resend code.
Check the address. Use a different email lets them correct it.
After 5 codes in an hour for the same conversation or address, the visitor sees “Too many codes were requested. Please try again later.”

“That code is not correct” or “This code has expired”

Codes expire after 10 minutes and allow 5 attempts. After that, the visitor sees “This code has expired. Please request a new one.” and can select Resend code.

“This support request is no longer available”

The visitor sees “This support request is no longer available. Please ask again in the chat.” when, while they were verifying their email:

the Escalate to Human action was turned off or switched to Live chat,
your team’s plan changed to one without human handoff, or
a teammate took over the conversation.

The visitor can ask again in the chat.

The visitor didn’t get an email

Visitor emails are sent only:

after a teammate replies on the ticket, or resolves it. Nothing is sent when the ticket is created;
for web widget and Public Chat tickets the AI opened, including live chat requests that became tickets. WhatsApp replies go through WhatsApp;
when the visitor has an email, from identification or email verification;
while they haven’t selected Stop emails about this request.

If all of that applies, ask the visitor to check their spam folder.

The email has no “Continue the conversation” button

The button needs somewhere to reopen the conversation:

Web widget: the page the chat started on must be on your website, the widget must be turned on, and the page’s domain must be in the agent’s Allowed embed domains if you’ve set any.
Otherwise: Public Chat must be turned on for the agent.

If neither is available, the email still includes the reply, but has no button.

“Continue the conversation” opens my website, but the chat doesn’t reopen

The widget isn’t on that page. The link opens the page where the chat started. Make sure the widget script is on it.
An old copy of the widget is cached. Reload the page with Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac), then open the link again.
The link expired. Links last 30 days, after which the visitor sees “This conversation link has expired.” Newer emails have a working link.

“Stop emails” shows an error page

The link was changed or only partly copied. Open it again from the email. If the visitor already stopped emails, the page says Emails stopped.

A live chat request didn’t become a ticket

Unclaimed live chat requests become tickets after the time set under Create a ticket if nobody claims the request. It doesn’t happen when:

the setting is Keep waiting,
the conversation is on WhatsApp,
a teammate claimed the request, or
the request is newer than the time you set.

The “Talk to a person” button disappeared

The button is hidden while the visitor has an open support request, since the team already has their ticket. It also doesn’t show when Show live chat button is off in the Escalate to Human action.

A visitor closed the chat and can’t reply to the team

If the visitor has an email, the next teammate reply arrives by email with a Continue the conversation button that reopens the chat. Without an email, they see your reply only if they come back within 30 minutes; after that, the conversation is resolved automatically. See If the customer leaves. To keep conversations on the visitor’s browser between visits, set Conversation persistence to Remember returning visitors in the agent’s Settings.