---
title: "Best Practices for When to get more help"
slug: "best-practices-for-when-to-get-more-help"
description: "Learn the best practices for writing Answers in Gladly. Organize your information effectively and ensure it is easily accessible to your target audience."
updated: 2026-02-21T22:08:29Z
published: 2026-02-21T22:08:29Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Best Practices for When to get more help

The [When to get more help](https://help.gladly.com/docs/answer-threads-interface-overview#when-to-get-more-help) tile provides Gladly AI with a list of scenarios that automatically escalate the Conversation to an Agent. A list of default hand off scenarios are built in, though [new hand off reasons can be added or modified](https://help.gladly.com/docs/set-up-transfer-to-agent-scenarios) within the When to get more help tile. We suggest following guidelines as you add conditions, in order to set Gladly AI up for success.

## General tips when creating new hand off scenarios for Gladly AI

- Treat each additional hand off statement as supplemental to built-in transfer conditions. Learn about how to [identify the need for handoff scenarios](https://help.gladly.com/docs/set-up-transfer-to-agent-scenarios#identify-need-for-additional-hand-off-scenarios).
- Avoid duplicating existing [built-in transfer conditions](https://help.gladly.com/docs/set-up-transfer-to-agent-scenarios#default-transfer-reasons).
- When adding a new condition, do not prepend the condition with a dash (i.e. – The customer reached out about a damaged item).

### Tips for customizing the handoff message

The handoff message dictates what Gladly will say to the Customer when it passes the Conversation to an Agent. Handoffs can occur due to a planned transfer condition or a [failed quality check](https://help.gladly.com/docs/sidekick-conversations-page-overview?highlight=quality%20check#failed-quality-checks).

The goal of the handoff message is to indicate to the Customer that Gladly will escalate their inquiry to the team for further assistance. Keep the following in mind if you choose to customize the verbiage:

- Use language that makes it clear to the Customer there may be a momentary wait before they receive a response (i.e. “Hang tight! Someone from our team will get back to you soon.”)
- Provide an expected timeline, if possible, to set expectations with the Customer.
- Clarify that Gladly is transferring the Conversation to an Agent (i.e. “One of Brand Ambassadors will help you with this shortly.”)

> [!WARNING]
> The handoff message is required and cannot be removed from the workflow
> 
> Gladly will default to “One moment please” unless [the message is adjusted](https://help.gladly.com/docs/set-up-transfer-to-agent-scenarios#customize-hand-off-message) within the When to get more help tile.