Enabling AI Agent in Live Chat

The AI Agent enhances live chat by handling customer queries with automated responses. Once enabled by an admin, it operates 24/7, even outside business hours, ensuring continuous support and reducing human agent workload.

Steps to Enable AI Agent

1. Navigate to Admin > Chat > Live Chat.
2. Select an existing widget or click Add Widget to create a new one.
3. In the General tab, check the option “Enable AI Agent”.

The AI Agent leverages conversation history and knowledge base (KB) documents to provide relevant responses to customer queries.

AI Agent Behavior

• The AI Agent responds to customer queries automatically, including outside business hours.
• For each response (except greetings, thank-you messages, or welcome responses), customers see the following options:
  • Talk to a Person – Reassigns the conversation to a human agent.
  • That Helped – Marks the conversation as resolved.

• If a human agent takes over a conversation, it cannot be reassigned back to the AI Agent.
• The AI Agent stops responding once a conversation is taken over by a human agent.

Handling Offline Hours

If a customer selects Talk to a Person outside business hours:

• The offline message configured in the widget is sent automatically.
• If the offline form is enabled, the customer receives a “Contact Us” option.
• The customer can create a ticket by clicking Contact Us for further assistance.

Monitoring AI Performance

Admins can review AI Agent interactions and identify unanswered queries to improve responses. Refer to Unanswered Questions by AI for insights on optimizing AI performance.

See also

• Agent Guide: Handling AI-Powered Conversations