LiveAgent chat buttons can be enhanced by the AI chatbot feature, allowing your visitors to engage with an AI-powered bot trained on your data before connecting to real human agents.
If you want to tag tickets created from a chat with a chatbot, you can create the following rule in Configuration > Automation > Rules:
- Trigger "Apply when":
- ticket created
- Conditions "And all these conditions are met":
- created from contact widget > select the chat button for which you have the chatbot active
- Action "Perform action":
- add tag > select an existing or create a new tag e.g. "Chat with chatbot"
Each new chat initiated via a chat button with an active AI chatbot starts with the bot. Therefore, this rule will automatically tag every ticket created via the respective widget. If you have multiple chat buttons with an active chatbot, you will need to add a new condition group for each widget.
As a chat with a chatbot can be transferred to a human agent, it is a good practice to re-tag such chats. Chats with chatbots always end up in the Resolved state. Setting up chats with humans to end up in the Answered state allows distinguishing the chats for tagging purposes. The following rule works based on this workflow and automatically re-tags the ticket once the chat ends - when the status changes to Answered (or Open if the agent assigned the ticket to himself).
If you'd like to tag chats that have been transferred from the chatbot to a human agent, first navigate to Configuration > Chat > Chat settings, and set the "State after chat ends" setting to "Answered".
Afterward, you can create the following rule in Configuration > Automation > Rules:
- Trigger "Apply when":
- ticket status changed
- Conditions "And all these conditions are met":
- ticket tags > contain all of > Chat with chatbot
- old status > Chatting
- new status > Answered, Open
- Action "Perform action":
- remove tag > Chat with chatbot
- add tag > select an existing or create a new tag e.g. "Chat with agent"