Setting up AI chatbot

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The AI chatbot feature enhances your chat button by letting visitors interact with an AI-powered bot trained on your data before they are routed to human support agents. You can choose from multiple LLM models, connect the chatbot to public or internal knowledge sources (including databases), and fully control the workflow it follows.

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

FlowHunt, our no-code AI automation platform, is a product of our company, Quality Unit, like LiveAgent. By utilizing our AI features with FlowHunt, we ensure data safety and offer priority support. For customers with active LiveAgent & FlowHunt subscriptions, our support team offers a full initial setup. If you're interested in our free setup service, feel free to contact us at support@liveagent.com.

Setup options

  • Feel free to choose the option that suits you best:
    • Leave the setup to our specialists - simply fill out the form on this page,
    • continue reading this article for step-by-step instructions,
    • or if you prefer video instructions over text, watch the video guide below (outdated 😔).

Creating the chatbot AI agent

Before you can add and use a chatbot in LiveAgent, you must first create an AI agent for it in FlowHunt. Log in to your FlowHunt account and in the menu, navigate to the "Agents Library" section. Search for "Chatbot for LiveAgent integration" agent, and click on the "Add to my agents" button.

The template AI agent includes pre-set components ready for basic AI chatbot integration, and detailed instructions on how to configure and connect it properly.

If you're interested in our free setup service, feel free to contact us at support@liveagent.com.

Keep or remove the "Chat Opened" component

If you plan to have a chat button without a pre-chat form, it is generally customary to welcome the visitor with an introductory message. As the chatbot reacts by default only to messages from the visitor, the "Chat Opened" component is required to add a message right away when the chat starts.

On the other hand, if you plan to show a pre-chat form before initiating the chat, it is required to delete the given component, as otherwise the chatbot would add the welcome message twice - once for starting the chat and once as a reaction to the pre-chat form details.

Review and modify connected tools as needed

The AI agent by default contains pre-set tools to search for information in provided knowledge sources (Document Retriever & URL Retriever), to transfer the chat to a human agent (LiveAgent Human Assist), and to create a new ticket on the visitor's behalf (Create Ticket in LiveAgent).

Click on the "AI Agent" component and follow the instruction steps 2 and 3. The default prompt contains instructions on how to search in knowledge sources, and how and at what conditions to transfer chats to human agents or open tickets. If you do not wish your AI agent to have these functions, feel free to delete them.

If you leave the "Create Ticket in LiveAgent" tool in place, please click to configure it, and replace the "Recipient" parameter value in its settings for an actual incoming email account in your LiveAgent.

Review and adjust the prompt of your AI agent

The default prompt of the template AI agent is written to accommodate the basic needs of a wide range of businesses. It serves to define the chatbot prompt & instructions that suit your business needs. This universal prompt shall serve only for initial setup & testing, and it is highly recommended to update it to fit your required workflow.

Follow the instruction steps 4 and 5, scroll in the AI agent's configuration window to the "System Message" field, and click on the enlarge button to view the full prompt. Please read the prompt carefully, replace the COMPANY_NAME and COMPANY_WEBSITE placeholders, and adjust the instructions as needed.

Save the AI agent

After making the necessary adjustments, click the “Publish Agent” button in the top right corner to save and publish the changes. Without publishing them, the AI would not be aware of the changes when chatting with your customers.

Integrate your LiveAgent account into FlowHunt

As the last step, click on the "< Agents" button in the top left corner to navigate back to your FlowHunt dashboard, and navigate in the menu to "Integrations". Search for the LiveAgent integration and connect your accounts. To do that, you'll need to create an API v3 key in LiveAgent in Configuration > System > API.

This step is not required if you removed the "Create Ticket in LiveAgent" tool and are not using any other LiveAgent-type tool.

Providing sources for the chatbot

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 (including LiveAgent knowledge base) 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 agent's configuration. Our FlowHunt support team will be happy to assist you with the setup.

Adding the chatbot to 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 FlowHunt AI provider.

Remember that to add an AI chatbot, it is required to integrate your LiveAgent account with FlowHunt as an AI provider.

In the chatbot configuration window, select the AI agent 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.

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