Table of contents
- Integrating FlowHunt as an AI provider (separate article)
- Setting up AI chatbot (separate article)
- Chatbot chat overview
- Human agent handover of chatbot chat
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.
Chatbot chat overview
A chat with AI chatbot can be initiated from your regular chat button and works pretty much the same as a chat with human, 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 new ticket is created in LiveAgent.
Once a chat with chatbot ends, the ticket is automatically put into the resolved status. If the chat was transferred to a human agent, finishing such a chat follows the "State after chat ends" setting in Configuration > Chat > Chat settings instead.
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 all agents can see & review all chatbot chats in the Chats overview section, they can also intervene whenever required. The visitor also has the option to be transferred to 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 via a system message.
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 responses, 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 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 template AI agent, but it can be restricted in the agent's configuration by editing the system message of the "AI Agent" component.