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 chats that are transferred to agents. If you'd like to tag chats that have been transferred from the chatbot to a human agent, 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
- new status > Chatting
- Action "Perform action":
- remove tag > Chat with chatbot
- add tag > select an existing or create a new tag e.g. "Chat with agent"
When a chat is transferred from a chatbot to a human agent, the status of the ticket changes to Open while the chat rings to the agent or waits in queue. After an agent picks up the chat, the status of the ticket changes again back to Chatting. This rule works based on this workflow and automatically re-tags tickets where the status changed to Chatting and were previously tagged by the rule to tag chatbot chats.