---
title: "How to Check if an ICA Chat Tried to Handover to 8x8 Contact Center"
slug: "how-to-check-if-an-ica-chat-tried-to-handover-to-8x8-contact-center"
updated: 2026-05-17T17:38:19Z
published: 2026-05-21T21:29:12Z
canonical: "help.8x8.com/how-to-check-if-an-ica-chat-tried-to-handover-to-8x8-contact-center"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How to Check if an ICA Chat Tried to Handover to 8x8 Contact Center

## Objective

A possible issue with ICA is that chat events do not reach the 8x8 Contact Center. This could be a whole chat session or just a single message.

If you have checked our [How to Check if an ICA Chat Reached 8x8 Contact Center](/support/docs/how-to-check-if-an-ica-chat-reached-8x8-contact-center) and determined that an ICA chat session did not reach our 8x8 Contact Center platform at all, you can use this guide to see if the call flow in Cognigy reached a handover event to pass the interaction to an 8x8 Contact Center queue.

## Applies To

- 8x8 Contact Center
- Intelligent Customer Assistant (ICA)
- Cognigy

## Procedure

To check if a chat attempted to handover to an agent, you will need to check the logs within Cognigy to see if the handover event occurred.

1. Log in to your Cognigy platform.
2. Click on the agent experiencing the issue.![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/25270?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A09Z&se=2026-11-03T23%3A21%3A09Z&sr=c&sp=r&sig=2LuLv7FmNAOg9t4NK%2B3gRH4vYc7iepeII2xcqOOaC4c%3D)
3. Expand the **Build** tab and select **Flows**.![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/25269?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A09Z&se=2026-11-03T23%3A21%3A09Z&sr=c&sp=r&sig=2LuLv7FmNAOg9t4NK%2B3gRH4vYc7iepeII2xcqOOaC4c%3D)
4. Select the **Flow** experiencing the issue.![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/25273?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A09Z&se=2026-11-03T23%3A21%3A09Z&sr=c&sp=r&sig=2LuLv7FmNAOg9t4NK%2B3gRH4vYc7iepeII2xcqOOaC4c%3D)
5. Find the **Handover to Agent** node in the flow.
6. Click on the **+** above the **Handover** node and select a **Code** node.
7. In the **Code** node setting, insert a debug message. Example:**api.log(“debug”,”this is a debug message”)**![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/25274?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A09Z&se=2026-11-03T23%3A21%3A09Z&sr=c&sp=r&sig=2LuLv7FmNAOg9t4NK%2B3gRH4vYc7iepeII2xcqOOaC4c%3D)
8. Recreate your issue.
9. Expand the **Test** tab and select **Logs**.![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/25275?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A09Z&se=2026-11-03T23%3A21%3A09Z&sr=c&sp=r&sig=2LuLv7FmNAOg9t4NK%2B3gRH4vYc7iepeII2xcqOOaC4c%3D)
10. Enable the **Debug** filter.![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/25272?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A09Z&se=2026-11-03T23%3A21%3A09Z&sr=c&sp=r&sig=2LuLv7FmNAOg9t4NK%2B3gRH4vYc7iepeII2xcqOOaC4c%3D)
11. Search through the logs to see if you can find your debug message.![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/25271?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A09Z&se=2026-11-03T23%3A21%3A09Z&sr=c&sp=r&sig=2LuLv7FmNAOg9t4NK%2B3gRH4vYc7iepeII2xcqOOaC4c%3D)

> [!NOTE]
> Note:
> 
> If you are unable to find your debug message, then the conversation did not reach that part of the flow. You may need add debug messages earlier into the flow to see where it is failing to reach.
> 
> If the debug message was found but interactions are still not reaching the 8x8 Contact Center, there may be an issue with the handover settings.