# Live Chat

Move from an AI conversation to a response from your support team.

## Overview

Live chat is the customer-facing part of a human support workflow. Configure Escalations to control how a conversation requests help, then manage the conversation and takeover in the support inbox.

## Prepare the handoff

1. Choose the support destination for escalated conversations.
2. Configure the Escalations action with clear When to use and When not to use instructions.
3. Decide when customer confirmation and contact details are needed.
4. Enable the action on the channels your team monitors.
5. Review assignment and scheduling with the team that will respond.

## Respond as a teammate

Open the conversation in the support inbox, read the previous AI messages and collected details, and use the available takeover controls before replying. Check the conversation's current ownership and status so teammates can see who is handling it.

## Set customer expectations

Describe your support hours and expected response in the messages customers see. Do not promise an immediate reply when the queue is unattended. For requests outside those hours, collect the information your team needs to follow up.

## Test both sides

- Request a human from the customer channel.
- Confirm the request appears in the support workspace with conversation context.
- Take over and send a test reply from the teammate interface.
- Check that the customer receives it in the same conversation.
- Verify the conversation status after the support interaction ends.

## Related guides

- [Escalate to Human](/docs/user-guides/actions/escalate-to-human)

- [Conversation takeover](/docs/user-guides/help-desk/takeover)
- [Scheduling](/docs/user-guides/help-desk/scheduling)