---
title: "Human Handoff and Tickets"
description: "Fix common problems with live chat handoff, Helpdesk tickets, email verification, visitor emails, and Continue the conversation links."
---

:::note[Plan]
Human handoff is available on the **Standard** plan and above.
:::

## 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](/docs/actions/escalate-to-human#when-to-escalate) action. Check that:

1. The **Escalate to Human** action is **Enabled**, and the method is **Create ticket**.
2. **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."
3. The channel is turned on under **Channels**.
4. Your team is on the **Standard** plan or above.

Then try it in the [Playground](/docs/agents/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](/docs/deployments/web-widget/user-identification). If it still asks:

- Make sure your token includes `name` and `email`.
- Check whether [Collect Leads](/docs/actions/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](/docs/leads-and-contacts/customer-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](/docs/deployments/web-widget/behavior#allowed-embed-domains) if you've set any.
- **Otherwise**: [Public Chat](/docs/deployments/public-chat/general-settings) 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](/docs/deployments/web-widget/installation) 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](/docs/actions/escalate-to-human#live-chat-settings) 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](/docs/human-handoff/live-support#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](/docs/agents/settings#conversation-history).