How to ask the help assistant for a person, when it hands over on its own, what happens when live support is available and when it is not, how the transcript reaches the ticket, seeing the exchange inside the panel when you come back, writing replies, attaching files and the unread badge.
Last updated: September 30, 2026
The help assistant answers what it can find in the guide and hands the rest to a person. Handover is not the point where the assistant vanishes: your conversation becomes a support ticket, the team's reply appears inside the same panel, and you carry on from there. You do not go to a separate form, you do not explain the problem again, and you do not have to keep a ticket number anywhere.
This guide explains how to ask for a handover, when it happens by itself, what changes when live support is open or closed, and where to find everything when you come back.
You are probably here for one of these:
In all three cases you are asked to confirm first ("Shall we pass this conversation to the support team?"). The confirmation appears in the product's own dialog, not a browser alert. If you decline, the conversation simply continues.
Six signals trigger an automatic handover. All of them are decided on the server, not left to the assistant's mood.
| Signal | What it means |
|---|---|
| You asked for it | You pressed the link or wrote that you want a person. |
| The assistant does not know | The answer is not in the guide, or what it wrote failed validation. |
| The search found nothing | Answering with no source material at all is forbidden. |
| It keeps not helping | Two answers in a row missed, so the third turn hands over. |
| High-risk subject | Billing and payments, account deletion, security, data requests, legal matters. |
| The assistant cannot answer | The AI side is off or a cap is full, so the question is not left hanging. |
The reason for the handover is recorded. It is the most direct measure there is of which subjects the guide still fails to cover.
💡 Tip: When the assistant says "I'm not certain — shall we open a ticket?", you are not obliged to. If the answer was good enough, press Solved and close it; no ticket is opened.
Once you confirm, all of this happens without you touching anything else:
From that point on the exchange lives on the ticket record. The number, the status badge, the e-mail notifications, the attachment rules and the automatic closing timers all behave exactly as they do for any other ticket — the detail is in Following your support ticket and what the statuses mean.
⚠️ Note: After a handover the assistant no longer answers in that conversation. Everything you write goes into the support queue and a person replies. If you have a new, unrelated question, start a new conversation.
Live support is open when two conditions hold together: you are inside the support team's working hours and at least one team member is online at that moment. Working hours alone are not enough; if nobody is at a screen, there is no point leaving you waiting in an empty room.
While it is open:
There is a support ticket behind a live conversation too: everything said is written to that record. So even when the chat closes, the exchange is not lost.
Outside working hours, or when nobody is online, there is nothing for you to wait for:
The point to take away: live support being closed does not mean your question went unrecorded. The same record is created either way; the only difference is whether the answer arrives live or by e-mail.
What the response times actually are, and which subjects take longer, is covered in Support limits, scope and privacy.
The chat panel has two states, and this is the behaviour that matters most after a handover.
So you never leave the panel to check whether a reply has landed. Messages written by the support team appear inside the same panel.
Write in the box below the exchange and send. Your message lands on the ticket, the status goes back to Open and the ticket returns to the support queue. A reply can be at most 5,000 characters.
After a handover you can send attachments. The rules are the same as for any ticket: 3 files per message, 10 MB per file, and only PNG, JPG, WEBP and PDF. You can paste a screenshot straight from the clipboard.
⚠️ Note: You cannot attach anything before the handover. There is no attach button while you are talking to the assistant. If you need to send a screenshot, ask for a person first. The attachment route belongs to the ticket record, where it already works with all its checks in place.
When the support team writes a reply, a number badge appears on the chat button. You see it even while you are reading some other page of the help centre. The badge clears the moment you open the exchange — so "read" is registered when you open the panel, not when you open the e-mail.
The e-mail notification is still sent. The badge does not replace it; it sits alongside it, so that a missed e-mail still leaves a trace inside the product.
At the bottom of the panel there is an All my tickets link that takes you to the My tickets screen. The panel itself only carries the exchange in progress — search, the status filter, pagination and older records all live on that screen. Rather than turning the panel into a second inbox, it links to the list that is already there.
How long conversations that never became a ticket are kept is covered in Assistant limits, privacy and retention.
No. The whole conversation is attached to the ticket; the team sees what you asked, what the assistant answered and which articles were tried. Only add something if it is new information.
Yes — what opens is an ordinary support ticket and it counts towards the daily ticket cap. Rather than handing the same subject over twice, write on the ticket you already have.
Once a ticket is open the record is not deleted. Write on it ("opened this by mistake, the problem is resolved") and the team will close it.
Both. They are two views of the same exchange; a message you read in one counts as read in the other.
Nothing is lost. The exchange sits on the ticket record; reopen the panel and you carry on where you left off.
No. The team can read your conversation but cannot put questions to the assistant as you. A person writes the reply, and their name appears above the message.
Leave a short note on the ticket ("sorted, thanks") and the team will close it. If you write nothing, the ticket closes on its own once its timer runs out.
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