Enable human support and test the handover

Human support lets a customer request a support agent instead of the AI agent in the same chat widget. When live support is unavailable, the customer can leave a message. Agree who monitors and answers incoming requests.

Human support requires Pro or higher. You need permission to change the agent’s settings, and the support agent must have access to the workspace’s conversations. Prepare two separate views for testing: the customer’s widget and the support agent’s Oma Aihio.

Availability depends on support-agent presence and configured business hours. Business hours do not mean someone has already joined the conversation, and the feature does not guarantee an immediate response.

1. Enable the feature

   Open the agent’s Settings → Human Support and enable Human support enabled. This gives visitors an option to request a person in the chat widget.

2. Set business hours

   Check Business hours and Timezone. Set days and times that reflect your team’s actual service hours. An available support agent can also make support available outside the schedule.

3. Save and prepare the support agent

   Select Save and wait for confirmation. In the support agent’s view, open Conversations and check your availability before the live test. Make sure someone is monitoring incoming requests.

1. Open the customer’s widget menu and select Talk to human.
2. Check that the customer sees a waiting state and the request appears in the support agent’s conversations.
3. Open the request as the support agent and take over the conversation.
4. Send a test reply. Check that it arrives in the same customer conversation, then reply from the customer view too.

The test succeeds only when both participants see each other’s messages. A request appearing in the queue alone does not prove that the conversation works.

Run this test outside business hours with no support agents available. Do not change real customer-service hours during operation just to run a test.

1. Reopen the customer’s widget and select Leave a message from the menu.
2. Enter a test email address and a short message without customers’ personal information.
3. Send the message and wait for confirmation.
4. Check that the message and contact detail appear in conversations in Oma Aihio.

Agree how your team will respond to messages left while away. If you use email notifications, also check the recipient’s notification settings and delivery of the test notification. Do not rely on email alone to monitor the queue.

If you disable human support, save the setting and check the customer menu. Handle requests already received separately; changing the setting does not replace responding to them.