Live Chat Setup
Enable seamless handoff from AI to human agents when customers need personalized support. Set up intents, configure agent availability, and manage real-time conversations.
Setup Guide
Create Human Handover Intent
Set up intent recognition for when users request human support
Navigate to Intent Wizard in your dashboard
Create a new intent called 'Transfer to Human'
Add trigger phrases like 'speak to human', 'talk to agent', 'need human help'
Configure the action flow with start_live_chat step
Configure Agent Availability
Set up agent status and availability management
Go to Live Chat dashboard
Set your agent status to 'Available'
Configure working hours and availability schedule
Set maximum concurrent chat capacity
Enable Real-time Notifications
Receive instant alerts when customers request human support
Enable browser notifications in Live Chat settings
Configure notification sound preferences
Set up email alerts for offline handover requests
Test notification delivery
Test Handover Flow
Verify the complete AI-to-human transition works properly
Open your widget and type a handover phrase
Verify agent receives notification
Test conversation continuity and history
Confirm session management works correctly
Human Handover Intent Configuration
Intent Setup
Basic Configuration
Intent Name:
Transfer to Human
Category:
support
Action Type:
start_live_chat
Trigger Phrases
Add these phrases to trigger human handover:
"I want to speak to a human"
"Can I talk to a real person"
"Transfer me to an agent"
"I need human support"
"Connect me with customer service"
"Live agent please"
"Speak with human"
"Transfer to live agent"
"Get me a real person"
"Put me through to an agent"
"Talk to support team"
"Connect to representative"
Action Configuration
start_live_chat Action Schema
{
"id": "step-1",
"type": "start_live_chat",
"data": {
"message": "I understand you'd like to speak with a human agent. Let me connect you with our support team right away.",
"fallbackMessage": "Our agents are currently offline, but I can collect your details and have someone reach out to you shortly.",
"offlineForm": {
"enabled": true,
"formName": "Support Request Form",
"fields": [
{
"id": "name",
"name": "name",
"label": "Name",
"type": "text",
"required": true,
"placeholder": "Your full name"
},
{
"id": "email",
"name": "email",
"label": "Email",
"type": "email",
"required": true,
"placeholder": "your@email.com"
},
{
"id": "phone",
"name": "phone",
"label": "Phone Number",
"type": "phone",
"required": false,
"placeholder": "+1 (555) 123-4567"
},
{
"id": "message",
"name": "message",
"label": "How can we help you?",
"type": "textarea",
"required": true,
"placeholder": "Please describe what you need assistance with..."
}
],
"submitText": "Request Support",
"storage": "database"
}
}
}Agent Dashboard Management
Agent Status
Available - Ready for chats
Busy - At capacity
Offline - Unavailable
Notifications
Browser notifications
Sound alerts
Email notifications
Chat Settings
Max concurrent chats: 3
Auto-accept new chats
Chat history preservation
Troubleshooting
Agent not receiving notifications
Check agent status is set to 'Available' in Live Chat dashboard
Verify browser notifications are enabled
Ensure agent is logged into the dashboard
Check internet connectivity and refresh the page
Handover intent not triggering
Review intent phrases - add variations users might say
Check intent is published and active
Verify confidence threshold isn't too high
Test with exact phrase matches first
Conversation history not preserved
Check session management is properly configured
Verify chat widget maintains session ID during handoff
Confirm database tables are set up correctly
Review browser console for any JavaScript errors
Best Practices
Intent Configuration
Include natural variations of handover requests
Test with real user language patterns
Set appropriate confidence thresholds
Agent Management
Monitor agent availability during business hours
Enable offline form collection for after-hours
Set realistic concurrent chat limits