Table of Content
- Setting Up FlowHunt Integration (separate article)
- Setting Up AI Chatbot Feature (separate article)
- Chatbot Chat Overview
- Human Agent Handover of Chatbot Chat
The chatbot feature is available for accounts on version 5.53 and above.
The AI chatbot feature allows you to enhance your chat button, enabling your visitors to connect with an AI-powered bot trained with 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.
Chatbot Chat Overview
A chat with your AI chatbot can be initiated from your regular chat button, it is not required to create any new special widgets. If your chat button is configured to request information via a pre-chat form, the form is displayed before the chat with the AI chatbot begins. Once a chat with the chatbot starts, a ticket is created in LiveAgent. Each message, either from the visitor or the chatbot, is added to the ticket separately.
Order of Chatbot Chats in the Chats Overview Section
Agents can view the active interactions with the chatbot in the Chats overview section and review them by clicking on the View (eye icon) button. The chatbot chats are visually differentiated and listed below all chats with human agents, regardless of the chatting time.
Human Agent Handover of Chatbot Chat
Chats with the chatbot can also be handed over to a human agent. Since agents can see & review all chatbot chats in the Chats overview section, they can intervene whenever required. The visitor also has the option to request a chat with a human agent. The transition of the chat from the chatbot to a human agent is smooth and does not interrupt the chat for the visitor. Both the support agent and the visitor have access to the history of the conversation with the chatbot within the same chat window/ticket.
Agent Takeover of a Chatbot Chat
Support agents can access the selected chatbot conversation ticket in the Chats overview section via the View (eye icon) button. After opening the ticket, the agent can click on the "Stop chatbot and join" button. Upon joining the chat, the conversation continues as a regular chat with a human agent.
When a support agent joins a chat, the visitor is notified about that by the system.
Visitor Requests to Chat with a Human Agent
The visitor can also choose to be connected to a human agent instead of chatting with the chatbot. While engaging with the bot, the visitor has the option to click on the "Request chat with human agent" button to be transferred to an available support agent. If all available support agents are busy, the visitor would need to wait in the queue like in a regular chat session. The "Request chat with human agent" button is displayed only after the chatbot provides a certain number of reponses, defined in the chatbot's settings in the "Required answers to initialize chat with human agent" field.
If there is no agent available for chats in the chat button's department, the button to "Stop chatbot and leave offline message" is always displayed instead.
The visitor also has the option to ask the chatbot to be connected to a human agent directly in the chat. This opportunity is allowed by default in our pre-set flow, but it can be restricted in the flow's configuration by editing the system message of the "Tool Calling Agent" component.