> For the complete documentation index, see [llms.txt](https://documents.cxgenie.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documents.cxgenie.ai/getting-started/knowledge-base/escalate-to-a-human-agent.md).

# Escalate to a Human Agent

When your chatbot cannot answer the question. Then make it notify live agent (if online) or collect the contact from client (if offline).

* When your bot cannot answer the question, you can decide the next step for your bot - just type your prompt.
* Access to the Workflow -> Create Workflow -> Choose Trigger Condition ->  Tick "Trigger by action"  -> Choose "When the bot does not know the answer"

<figure><img src="https://3928771814-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcrYvzbvjeUPqcy0srNQ9%2Fuploads%2FeFhslujYh73M45tQHLiW%2Fimage.png?alt=media&amp;token=19e2fbbe-bd3c-486f-a4b6-ffc890474327" alt=""><figcaption></figcaption></figure>

* Click on the component -> Choose "Select condition" -> Choose "At least one human agent is online", you can find how to set online/offline [here](https://documents.cxgenie.ai/getting-started/knowledge-base/pages/rLeo88Wo0zH5zftJa0lI#id-2.-online-offline-status).&#x20;

<figure><img src="https://3928771814-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcrYvzbvjeUPqcy0srNQ9%2Fuploads%2FaoyNgOIumrIzv9JoHzpC%2Fimage.png?alt=media&amp;token=76e7ecc4-2bc9-4afe-b3be-9bb0787320c6" alt=""><figcaption></figcaption></figure>

* Choose the action for the condition if true or false (online or offline)

<figure><img src="https://3928771814-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcrYvzbvjeUPqcy0srNQ9%2Fuploads%2FkVABTStK4EQ6Y4X53KLb%2Fimage.png?alt=media&amp;token=9c71703a-8975-4040-a6b2-9596eab73694" alt=""><figcaption></figcaption></figure>

* The flow will work: if at least one human agent is online, they will be notified. If not, send a ticket to the customer to fill out the information.&#x20;
* See more @ [Notify agent](/bots/workflow/workflow-components-1/notify-agent.md) & [Create Ticket(s)](/ticket-system-add-on/create-ticket-s.md).