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‘Talk to a person’: hand a chat to support (signed in vs not)

You might be here because: “how do I get a human” · “talk to a person button” · “this conversation was already sent to a person” · “give one plain email address we can reply to” · “verify your email address to contact support from here” · “where does my chat go after hand-off” · “request reference number from the chat”

Short answer

Press Talk to a person in the chat, add a message (up to 2,000 characters) and choose whether to include the transcript. Signed in, the chat becomes a conversation under Help, where a person replies (and by email). Not signed in, you give an email address a person can reply to.

Check first

  • Signed in with a verified email? If not, the hand-off from the chat needs one, or email [email protected].
  • Only one hand-off per conversation: “This conversation was already sent to a person” means it’s already with support.

Likely causes and fixes

  1. Signed in. The conversation lands in Help, subject to Help’s limits (3 open, 5 new an hour).
  2. Not signed in. Enter a plain email address; you also pass a fresh browser check. The address is not verified: nothing is emailed automatically and nothing is linked to an account. “Give one plain email address we can reply to” means the address didn’t parse — one address, no name or brackets.
  3. A security, privacy, legal or abuse report. It goes to a restricted Driftstack mailbox rather than the general support queue, and the response carries a request_ref to quote. Signed-in accounts may send 5 such reports a day.
  4. “The message is too long.” Hand-off messages are capped at 2,000 characters.
  5. Too many hand-offs. Visitors are limited per network address per day and globally per hour; wait an hour.
  6. “Verify your email address to contact support from here, or email [email protected].” Signed in but unverified; verify first or email.
  7. Included transcript. Attached as Driftstack stored it, recognised credentials removed, labelled as an AI transcript.

If it still fails

Email [email protected] and mention you tried the chat. From here on a person is handling it; the assistant has no view of ticket progress.