---
title: "Escalating to a Live Agent as a Customer"
description: "Summary"
canonical_url: "https://help.brainfi.sh/articles/escalating-to-a-live-agent-as-a-customer-OvElxQcKHE"
md_url: "https://help.brainfi.sh/articles/escalating-to-a-live-agent-as-a-customer-OvElxQcKHE.md"
---
# Escalating to a Live Agent as a Customer

## Summary

This guide explains how customers can use the Brainfish widget to escalate their conversation from the AI to a human agent.

[Screen Recording 2026-05-02 at 7.45.38 pm.mov 1918x928](https://help.brainfi.sh/api/attachments.redirect?id=667328bc-22ac-4560-8f88-3d86b2eb6dd5&start=71&end=129)

## When to Use This

Customers use this when the automated responses do not resolve their inquiry or when they specifically request human assistance.

## Step-by-Step Instructions


1. Open the Brainfish widget on the website.
2. Type a request indicating the need for human help, such as "Can I talk to human".
3. The widget will display the next best action, which is the handoff action configured for your account (e.g., "Speak to Expert").
4. Click on the **Speak to Expert** action.
5. The widget will notify the user that a human representative has been requested and that they will be connected shortly.

## Common Questions

* Does the customer have to type a specific phrase? No, any phrase indicating a desire to speak to a human will typically trigger the escalation option.
* How does the customer know they are being transferred? A message will appear in the chat stating that they are being connected to a support agent.

## Troubleshooting Tips

* If the escalation option doesn't appear, try rephrasing the request to make it clear that human assistance is needed.

[Screen Recording 2026-05-02 at 7.45.38 pm.mov 1918x928](https://help.brainfi.sh/api/attachments.redirect?id=09848d92-79b4-4cf3-aa86-8f6ccb277c21&start=112&end=208)