# Enable human support and test the handover

URL: https://aihio.ai/en/help/ai-agent/human-support\
Description: Configure team availability and verify both live conversations and leaving a message when the team is away.

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.

## Before you start

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.

## Configure human support

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.

## Test joining a conversation

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.

## Test leaving a message

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 the handover does not work

| Symptom                                | Check                                                                                               |
| -------------------------------------- | --------------------------------------------------------------------------------------------------- |
| Human support is missing from the menu | Correct agent, plan, saved enabled state and a reopened widget.                                     |
| Availability appears incorrect         | Timezone, business hours and support-agent presence.                                                |
| A request remains waiting              | Can the support agent see the correct workspace queue, and has someone taken over the conversation? |
| Email does not arrive                  | Is the request visible in conversations, and has the recipient enabled human-support notifications? |

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.
## Next steps

- [Publish](/en/help/ai-agent/publish) — Publish an AI agent as a chat widget or an embedded conversation.