---
sourceDocument: Brazil Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/conversational-interfaces

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Escalate to human assistance

# Escalate to human assistance {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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://www.servicenow.com/docs/yDpbUmfT1iTGKDMeeUTUGg)**   
  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://www.servicenow.com/docs/KnWT_tQcrFaNVqf3yxEkNw)**   
  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://www.servicenow.com/docs/iITdY5tCntSq5WD4~gb93g)**   
  Set the system properties to hide or show the faulted reason message for various Virtual Agent chat channels and pending notifications.