14/09/2026
Sometimes the right help is a real person.
About 1 in 4 support conversations end with a human helper, and roughly half the time, the WordPress.com Support Assistant suggests it.
Here's how that works:
Before every reply, the Assistant runs a quick check: "Have you asked for a human? Have you already contacted support about this? Is this something a bot shouldn't handle alone?"
That's how conversations escalate straight to a Happiness Engineer.
And when a handoff happens, the full chat and a summary go with you. You never explain it twice.
Learn more about our support process: https://wordpress.com/blog/2026/08/19/support-assistant/