How to Request a Human Agent in Chat

Summary This article explains how to request a transfer to a human agent from the automated support chat and what to expect during the handover.

How to request a transfer

• In the chat, tell the automated assistant you want to speak with a human (for example: "human agent" or "please transfer me to an agent").
• The automated assistant will acknowledge your request and initiate the transfer. You may be asked to wait briefly ("please hold for a moment") while the handover occurs.

What happens after transfer

• A human agent will join the chat and take over the conversation.
• The agent may ask follow-up questions to diagnose your issue. Common questions the agent may ask include:
  • When the problem started
  • Which parts of the platform are affected (for example, whether the issue is platform-wide or limited to a specific area)
  • Whether other users in your organization are experiencing the same issue
  • Which browser and device you are using
  • Any specific timeout or error messages you are seeing

Tips for a smooth transfer

• State clearly that you want to speak with a human (a simple phrase is sufficient).
• Be ready to describe the problem and provide the details the agent is likely to request (start time, scope, browser/device, exact error messages).
• Expect a brief wait while the automated assistant connects you to an available agent.

Conclusion Requesting a human agent is as simple as asking the automated chat to transfer you. After you request the transfer, please hold briefly; a human agent will join and may ask diagnostic questions to help resolve your issue.