Escalate to human assistance

---
title: Escalate to human assistance
description: Sometimes a conversation requires human intervention. When this occurs, you can transfer the user to a live agent in Agent Chat.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/virtual-agent/using-va-agent-chat.html
release: australia
product: Virtual Agent
classification: virtual-agent
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Use, Virtual Agent, Conversational Interfaces]
---

# Escalate to human assistance

Sometimes a conversation requires human intervention. When this occurs, you can transfer the user to a live agent in Agent Chat.

-   **[Transferring Virtual Agent conversations to a live agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/transfer-to-live-agent.md)**  
Manage live chat support, including the chat support interface used when a Virtual Agent conversation is transferred to a live agent.
-   **[Closing Virtual Agent and Agent Chat conversations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/va-open-conversations.md)**  
Virtual Agent and Agent Chat conversations that are abandoned by requesters remain open until they are automatically closed by the scheduled job, **Time Out Abandoned VA Conversations**. This job runs hourly each day.
-   **[Hide or show the faulted reason message in Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/va-timeout-message-display.md)**  
Set the system properties to hide or show the faulted reason message for various Virtual Agent chat channels and pending notifications.

**Parent Topic:**[Using Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/use-virtual-agent.md)