AI Livechat

• Assign AI Agents to livechat channel rules to automatically respond to visitors

• Concise, direct support style with Q&A format focused on solutions

• "Ask a Human" button allows customers to request transfer to real agents

• Flexible combination with Scripted Bot in the same livechat rule

• Manage multiple AI Agents for different page groups (products, support, checkout)

• Automatically check agent availability before escalation

• AI Agent: AI bot assigned to livechat rules to automatically respond

• Livechat Channel: Main livechat channel on the website

• Channel Rules: Conditions determining how to handle visitors by URL, country, language

• Ask a Human: Button allowing customers to request transfer to human agents

• Scripted Bot: Chatbot running fixed step-by-step scripts (lower priority than AI Agent)

• Escalation: Process of transferring conversation from AI to human agents

1. Go to Livechat app, open Livechat Channel configuration

2. Select the livechat channel to configure, open Livechat Channel Rules section

3. In the rule form, find the "AI Agent" field and select the appropriate AI agent

4. Save configuration. AI will become the operator of livechat sessions when the rule matches

5. Test on website in external user mode to confirm proper operation

• Answer frequently asked questions about products, services, return policies

• Collect customer information (name, email, issue) before transferring to agents

• Support outside business hours with instant responses instead of making customers wait

• Classify customer needs to route to the right support department

• Provide basic guidance on product usage, features, payment

• Product pages use sales AI, help pages use technical support AI

1. Visitor opens livechat window on website, system finds matching rule

2. If rule has AI Agent, AI becomes operator and starts responding

3. AI responds concisely and directly in Q&A format focused on main questions

4. Visitor sees "Ask a Human" button in chat window

5. When clicked, system checks rules and escalates appropriately

6. If Scripted Bot exists, transfer to bot first. Otherwise, transfer directly to human

7. Display success message or warning if no agents available

• A rule can configure both AI Agent and Scripted Bot simultaneously

• When both are configured, AI Agent always takes priority

• Scripted Bot can still participate in subsequent escalation steps

• For flexible natural language support, prioritize AI Agent

• For fixed step-by-step scripts, prioritize Scripted Bot

• Avoid overlapping configuration unless you truly need combined flow

• Customer clicks "Ask a Human", system sends escalation request

• System checks availability of human operators

• If agents online, successful transfer with confirmation message

• If no agents, display "There is no human agent available at the moment. Please try again later"

• Need to arrange shift schedules if website uses this escalation feature

• Should transfer to human for: sensitive payments, special requests, frustrated customers, AI cannot resolve

• One livechat channel can have multiple rules, each referencing a different AI Agent

• Example: product pages use sales AI, help pages use technical support AI

• System tracks number of AI Agents attached to channel via "Number of AI Agents" metric

• Channel remains available if AI Agent exists, even without human agents online

• Keep each agent's prompt and tasks clear, avoid handling too many unrelated question types

• Use AI for first-line support: FAQs, basic guidance, need classification

• Keep style concise: write system prompts clearly, less verbose, solution-focused

• Let customers transfer to human for complex cases: payments, special handling, frustrated customers

• Limit overlapping configuration: don't use both AI and Scripted Bot unless you need combined flow

• Test real experience: open website in external mode, start chat, try "Ask a Human" button

• Prepare FAQs, escalation procedures, internal guides for CS team receiving AI transfers

• Reduce CS team workload by automatically answering repetitive questions

• Increase customer response speed from minutes to seconds

• Provide 24/7 support outside business hours without increasing headcount

• Collect context before transferring to agents, enabling faster resolution

• Classify and route customers to the right specialized department

• Improve customer experience with instant and consistent responses