Conversation not appearing in Live support

If a customer asked to speak to an agent in the chat but you don't see the conversation in the Live support section, the cause usually lies in one of three things: the configuration, a refresh delay, or the status of the conversation itself.

1. Check that human support is enabled

In Bot configuration, Human support, check the Enable human support toggle.

• Enabled: conversations with a request for a human appear in the Live support queue.
• Disabled: the bot sends a summary email immediately, without appearing in the dashboard queue. If you expect the conversation to be available for takeover in the dashboard, enable this option.

2. Check the list refresh

The list in Live support refreshes automatically, but if you've had the tab open for a long time, it's sometimes worth forcing a manual refresh:

• Press Ctrl + R (Windows / Linux) or Cmd + R (macOS).
• Or switch to another tab and come back to Live support.

3. Check whether someone already took over the conversation

If someone on your team clicked Take over earlier, the conversation moved from the Waiting column to that person's My conversations column. Check:

• your own My conversations, if you were the one who clicked,
• the full list in the Conversations tab with the Active filter, where you'll see all active conversations along with the assigned agent.

4. Check whether the conversation was closed

If the customer asked for a human but then wrote something the bot could handle on its own, the conversation may have returned to automated mode. Open the specific conversation from Conversations and check the system messages:

• if you see Customer requested to speak to a human but there's no entry about a closure, the conversation should still be in the queue,
• if you see Bot replied after the customer's request, it means the customer changed their mind or the bot interpreted the context differently.

5. Check whether the bot decided it could help

In some situations, a bot that receives a question after an earlier request for a human will try to answer on its own if it's confident. If the behavior is surprising:

• open the conversation,
• check the bot's answer confidence,
• if it's high, the bot probably made the right call,
• if it's low, add or fix articles in the knowledge base so the bot understands the context more accurately.

6. Check whether you've run out of AI credits

Once the full pool of AI credits is exhausted, the bot stops generating its own answers and goes straight to escalation. Check Credits and usage.

In this scenario, escalation works according to the Human support setting: the conversation appears in Live support if support is enabled. If the conversation still doesn't reach the queue, check point 1 again.

When to write to us

If the conversation still doesn't appear in the queue even though all the points above are set up correctly, write to us at kontakt@fibly.pl with a link to the specific conversation in the dashboard. We'll check the logs and find out where the escalation stopped.