## **🔍 What Happened?**

If you were testing the live chat widget inside the Search Atlas platform and your conversation was accidentally escalated to a support teammate, don't worry — this is a common occurrence. When certain keywords or actions are triggered during a test, the system may automatically route the conversation to a human agent.

This article explains what to expect, how the conversation gets closed, and how to avoid accidental escalations during future tests.

## **⚙️ Why Did My Test Get Escalated?**

The chat widget is designed to detect when a customer needs human support. The following actions can trigger an automatic escalation:

- Typing phrases like **human teammate**, **agent**, or **help**
- Sending multiple messages in quick succession
- Interacting with certain bot prompts that are mapped to escalation flows

Because these triggers are intentional safety features, even a test conversation can be routed to a live teammate if any of these conditions are met.

## **✅ How to Close an Accidentally Escalated Conversation**

If your test conversation was escalated and you need it closed, follow these steps:

1. Open the chat widget in the bottom-right corner of the platform.
2. Type a short message explaining that this was a test, for example: **"This was a test conversation — please close this chat."**
3. A teammate will acknowledge your message and close the conversation on their end.
4. You will receive a confirmation once the conversation has been marked as resolved.

There is no negative impact on your account when a test conversation is escalated. Our team is happy to close it for you without any follow-up required.

## **🛠️ How to Avoid Accidental Escalations When Testing**

If you need to explore the chat widget's behaviour without triggering a live escalation, keep the following tips in mind:

- **Avoid escalation keywords** — do not type phrases like **human teammate**, **talk to someone**, or **agent** during a test.
- **Keep messages neutral** — use placeholder text that does not match any escalation triggers.
- **Test during off-peak hours** — if an accidental escalation does occur, our team will still respond, but off-peak times may reduce any confusion.
- **Notify the team in advance** — if you plan to run a structured test, let a teammate know beforehand so they can monitor without escalating.

## **❓ Frequently Asked Questions**

**Will this affect my account or support history?** No. Accidental test conversations are noted and closed without any impact to your account standing or support metrics.

**Can I delete the test conversation from my history?** Conversation history is managed by our support team. If you would like a test conversation removed from your record, simply ask a teammate when requesting the closure.

**What if the chat widget is not responding?** Try refreshing the page. If the issue persists, the widget may be temporarily unavailable. Wait a few minutes and try again.

## **💬 Need Further Help?**

If you need further assistance, open the chat widget in the bottom-right corner of the platform and type **human teammate** to be connected with a member of our team.