There may be situations where the conversational AI reaches its limits and the interaction needs to be passed to a human for help.

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If you are using Zammo Agents, please see this article for instructions on how to create an AI Agent that integrates with live agent systems: Live Agent Integration.

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If you are using UI Builder to design your conversational AI chatbot, please continue here to learn how to use the Send Handoff Activity and integrate with the online customer service software LiveChat. You'll see how a conversation is passed from the bot to a human agent in LiveChat. The human agent will send a reply which gets routed via the bot to the user.

Prerequisites

This HowTo assumes you have an account with LiveChat. An understanding of the UI Builder Fundamentals is also assumed.

Overview

We'll use a password reset use case to illustrate the entire process in action. The process will be as follows:

1. User prompted for their support issue.
2. User supplies query.
3. Human hand-off is invoked and control is passed to LiveChat.
4. Human Agent replies in the LiveChat client.
5. The Human Agent response is rendered in the chat window.

Step 1 - Configure Your Live Agent System

Head to the Integrations page to configure your specific Live Agent System that will be used in your application

Step 2 - Creating the Handoff Event in Your Application