Action buttons enhance AI-powered live chat by giving customers simple, one‑click options to respond to AI messages. Instead of typing commands or navigating menus, users can interact with the AI through intuitive, customizable buttons that streamline conversations and reduce effort. These buttons help guide customer actions, improve response accuracy, and support faster resolution whether by confirming helpful AI answers or requesting a handoff to a human agent.

Use Cases

• Enable one-click responses to AI messages.
• Let customers confirm helpful answers quickly.
• Allow instant escalation to a live agent.
• Reduce typing and speed up support interactions.
• Improve AI engagement and resolution rates.
• Collect feedback on AI response quality.

Prerequisite

Action buttons are available only when the AI Agent is enabled in live chat. Explore How to Enable AI 2.0 Agent in BoldDesk Live Chat.

Customizing Action Buttons for AI Response

To enable Action Buttons for AI Response in Live Chat Conversation, follow the steps below;

1. Navigate to Admin > Chat > Live Chat

2. Click on the live chat you want to customize or add a new widget.

3. Under General settings toggle on “Enable AI Agent”.

4. Once enabled, the Action Button for AI Response will be visible. You can proceed to customize the action buttons.
   

   
   
   

Available Action Buttons for AI Response

The Action Buttons for AI Response section allows you to configure interactive response options that appear below AI-generated messages. These buttons help improve customer engagement, provide feedback for analytics, and enable seamless escalation to human agents when needed. You can enable one or both action buttons, depending on how you want customers to interact with AI responses.

1. Helpful AI Response

When enabled, this option adds a “Helpful” button beneath AI replies.
Customers can click this button to indicate that the AI’s response resolved their issue or provided useful information.

You can customize the button text (for instance, That Helped, Useful, Solved My Issue).

2. Transfer to an Agent

This option adds a “Transfer to an Agent” button that lets customers request human assistance directly from the conversation window. This option does the following;

• Provides a quick way for users to escalate conversations.
• Hands off the conversation from the AI agent to a human support agent.
• Ensures a smooth transition when users prefer or require human assistance.

The button label can be customized (for example, Talk to Person, Contact Support, Get Agent Help).

Customer Portal Preview

Permission

To configure action buttons for AI Agent responses in Live Chat, an agent must have the Manage Settings permission in the Admin Module assigned to their role. Explore Managing Roles and Permissions in BoldDesk for more insights.

Best Practices

• Use button labels that match your organization’s tone (example: “Connect with Support” instead of “Transfer to Agent”).
• Enable both Helpful AI Response and Transfer to an Agent to support both self-service confirmation and escalation.
• Review action button usage analytics regularly to refine customer experience. (If analytics are available in your environment, use them to evaluate adoption and outcomes.)

Troubleshooting

1. Action Buttons for AI Response are not visible in Admin settings

   • Confirm the Live Chat widget has Enable AI Agent turned on under General settings.
   • Confirm the user role includes Manage Settings in the Admin Module.

2. Customers cannot see Action Buttons under AI replies

   • Verify at least one of the two options is enabled: Helpful AI Response and/or Transfer to an Agent.
   • Confirm the message type is not a greeting, thank-you message, or welcome prompt, because Action Buttons are excluded from those message types.

3. AI Agent stopped responding after a transfer
   This is expected behavior. After a human agent takes over a conversation, the conversation cannot return to the AI Agent.

Frequently Asked Questions

1. Can I disable both Action Buttons for AI Response?
   Yes. If both buttons are disabled, customers must manually request a transfer to a human agent in the chat.

2. Can a conversation return to the AI Agent after transfer to a human agent?
   No. Once a human agent takes over, the AI Agent stops responding and the conversation cannot be reassigned back to the AI Agent.

3. Are Action Buttons shown for all AI Agent responses?
   No. Action Buttons are excluded from greetings, thank-you messages, and welcome prompts.

4. Can I enable only “Transfer to an Agent” without “Helpful AI Response”?
   Yes. You can enable one button or both buttons, depending on the intended customer experience.

5. Can I change the text shown on the buttons?
   Yes. Both Helpful AI Response and Transfer to an Agent support customizable button labels.

Related Articles

1. How to Enable AI 2.0 Agent in BoldDesk Live Chat
2. How to Get Started with Live Chat in BoldDesk