Setting Up AI Chatbot Feature

Table of Content

The chatbot feature is available for accounts on version 5.53 and above.

The AI chatbot feature allows you to enhance your chat button and connect your visitors to an AI-powered bot trained on your data before connecting them to real support human agents.

To be able to use the AI chatbot feature, it is required to integrate your LiveAgent account with FlowHunt.

LiveAgent currently supports FlowHunt as the exclusive AI chatbot provider. FlowHunt is a product of the same company as LiveAgent, which allows us to keep your data safe, as well as provide you with priority support. Our support team also offers a full initial setup for customers with both active LiveAgent & FlowHunt subscriptions. If you're interested in our free initial setup service, do not hesitate to reach out to us at support@liveagent.com.

Creating the chatbot flow

Before you can add and use a chatbot in LiveAgent, you must first create a flow for it in FlowHunt. Log in to your FlowHunt account and in the menu, navigate to the "Flow Library" section. Search for "chatbot for liveagent" and click on the "Add to my flows" button in the found flow.

The flow includes several pre-set components ready for basic AI chatbot integration. Click on the “Tool calling Agent” component and in its configuration window click on the enlarge button to view the full System Message. The system message serves to define the chatbot prompt & instructions that suit your business needs.

There is a pre-set ready-to-use example system message available, which requires updating at least the information about your business marked in bold. You are welcome to adjust the system message according to your business information & requirements. The system message is automatically saved immediately after any change, so you don't need to save it.

After making the necessary adjustments to the components, click the “Save Flow” button in the top right corner.

Creating the Chatbot Knowledge Base

To ensure the chatbot provides accurate, relevant, and up-to-date answers, it needs access to the correct information. This can be achieved by creating knowledge sources.

To add knowledge sources, navigate in your FlowHunt dashboard to the "Knowledge sources" section in the menu. The following knowledge sources are available:

Schedules - periodic checks of your website and its pages to capture the available information for later use
Questions & Answers - quick pre-defined answers to the most common queries
Documents - various documents and media files uploaded for instant utilization

By default, the AI chatbot will use all knowledge sources in your workspace. If you want the chatbot to use only specific knowledge sources, you can either separate them by workspaces or restrict them in the flow. Our FlowHunt support team will be happy to assist you with the flow setup.

Adding the chatbot in LiveAgent

To add a chatbot in LiveAgent, navigate in your agent panel to Configuration > AI > Chatbot, click on the “Add chatbot” button, and select your integrated FlowHunt connection.

In the chatbot configuration window, select the chatbot flow that you've created in FlowHunt (default name: Chatbot for LiveAgent Integration). Enter the public name of the chatbot, which will be visible to customers communicating with it, and the internal name, which is only visible internally in your LiveAgent panel. Select the number of required answers that the bot has to provide to be allowed to display the "Request chat with human agent" button, and click on the "Add" button.

Activating the chatbot for a chat button

To give your customers the option to communicate with your chatbot, you need to activate it for your chat button. To do this, navigate to Configuration > Chat > Chat Buttons, and either create a new chat button or click on your existing chat button for which you want to activate the chatbot to edit it.

In your chat button's configuration window, navigate to the "Online scenario" section, and in the Chat > Chatbot field select the chatbot you've added to your account. Similarly, if you'd like to make the chatbot available also for the offline chat scenario, go also to the "Offline scenario" section, select the "Show online button with chatbot" option for when there are no human agents available for chats in the chat button's department, and select the chatbot you've added to your account in the Chat > Chatbot field.

You can select different chatbots for the online and offline scenarios.

Refer to our general Chat Button Settings Overview article for a detailed explanation of each section and field of the chat button's configuration window.