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
- Go to Admin > Chat > Live Chat.
- Select an existing widget or click Add Widget to create a new one.
- In the General tab, toggle on the “Enable AI Agent” option.
- Choose the handover options Auto-assign to AI agent to automatically take over customer conversations upon creation or Manual handover to manually transfer conversations to the AI agent via workflows.
- Click Update to save the changes.
The AI Agent leverages conversation history, knowledge base (KB) documents, custom answers, files and web pages to provide relevant responses to customer queries.
The AI Agent will function only if the AI Assist feature is enabled under Admin > Artificial Intelligence.
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
The AI agent will be active 24/7 to manage customer conversations. If a customer starts a conversation outside business hours, the AI will pick the conversation and respond.
- If the contact form is not enabled, the AI agent will continue to handle all customer conversations throughout the session without offering a form-based escalation option.
- If the offline form is enabled, the customer will be presented with a Contact Form option within the response, which they can use to submit a ticket for further assistance. The label of the contact form button can be customized to reflect the intended action (e.g “Create Ticket,” "Request Support,” “Submit Inquiry”).
- The offline message configured in the widget is displayed along with Contact Form option when the customer sends a message indicating the need to speak with a human agent.
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.
