How to Configure Action Buttons for AI Agent Responses in Live Chat
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.
Action buttons are available only when the AI Agent is enabled in live chat. Explore Enabling AI Agent in Live Chat.
Benefits of Action Buttons
- Improved Engagement: Customers interact with AI responses effortlessly.
- Faster Resolution: Quick access to escalation and resolution options.
- Reduced Friction: Eliminates the need for typing commands or waiting for prompts.
Customizing Action Buttons for AI Response
To enable Action Buttons for AI Response in Live Chat Conversation, follow the steps below;
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Navigate to Admin > Chat > Live Chat
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Click on the live chat you want to customize or add a new widget.
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Under General settings toggle on “Enable AI Agent”.
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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 (e.g., 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 (e.g., Talk to Person, Contact Support, Get Agent Help).
Customer Portal Preview
- If both Transfer to an Agent and Helpful AI Response buttons are unchecked, customers must manually request a handoff to a human agent in the chat.
- 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.
Best Practices
- Customize button text to match your brand tone (For example, “Connect with Support” instead of “Transfer to Agent”).
- Enable both buttons for flexibility—customers can resolve issues or escalate when needed.
- Regularly review button usage analytics to optimize customer experience.
Frequently Asked Questions (FAQs)
Q1: Can I disable both action buttons for AI response?
Yes, but customers will need to manually request an agent transfer.
Q2: Can a conversation return to AI after transfer to a human agent?
No, once a human agent takes over, the AI agent stops responding.
Q3: Are action buttons shown for all AI responses?
No, they are excluded from greetings, thank-you messages, and welcome prompts.
