Your chatbot is not handing the conversation to a human when expected.
This is usually due to missing triggers, disabled settings, or notification issues.
1. Check if Human Assistance is enabled #
View your agent → edit → Human Handover
Make sure:
- Enable Human Assistance is ON
2. No escalation trigger configured #
Escalation won’t happen unless a trigger is set.
Check if at least one is enabled:
- User-initiated request
- Failure count trigger
- Message count trigger
Fix:
- Enable one or more triggers
3. Notification recipients not added #
Problem
- Escalation happens, but no one is notified
Fix:
- Add emails in Notification Recipients
4. Testing conditions not met #
Example
- Failure trigger set to 3
- You tested only 1 failed message
Fix:
- Match your test with the configured trigger
5. Escalation message not configured #
Problem
- Trigger happens, but user doesn’t see proper flow
Fix:
Add:
- Escalation Request Message
- Confirmation Message
6. Conflict with other flows #
Example
- Lead capture triggered first
- Chat restarted
Fix:
- Check flow order
- Adjust triggers if needed
7. Testing on cached or old version #
Fix:
- Test in Preview
- Hard refresh your website
- Try incognito mode
Quick checklist #
- Human Assistance enabled
- At least one trigger configured
- Notification emails added
- Test matches trigger condition
- Messages configured properly
Tip #
Start simple:
- Enable User-Initiated Escalation
- Test manually
- Then add automatic triggers
Next, enable one trigger, test it in Preview, and confirm escalation works.
If you have any questions, concerns, or need further clarification, please contact support@highengage.com for assistance.
