Live Chat: Human Intervention Feature

Live Chat enables a human to take over conversations from the AI Agent within ChatAgentLab or through connected chat platforms. This feature is beneficial when:

  • The AI is uncertain about a response
  • A user requires personal assistance
  • Sensitive conversations need manual handling

How Live Chat Works

  • Manual Handoff: Switch from AI to human intervention at any point in a conversation
  • Automated Handoff: Use trigger words or phrases to automatically halt the AI and alert a human

Human Handoff Automation Settings

Trigger Words/Phrases
Set specific keywords to signal the AI to stop and escalate to human support. Example triggers:

  • "I need to speak with someone"
  • "This is urgent"
  • "Call me"

Handoff Message
Customize the AI's final message when handing off:
"Iā€™m transferring you to a human agent now. One moment, please."

Notification Settings
Choose how to notify your team when human attention is required:

  • Email notifications (supports multiple addresses)
  • Webhook (send data to another system)

Platform Integration Support
Human Handoff works across channels your AI Agent is connected to, including:

  • Website Chat Widget
  • Instagram DM
  • Facebook Messenger
  • WhatsApp

Note: For Meta platforms (Facebook, Instagram, WhatsApp), an active integration is required to enable Handoff.

Native Chat App Support
Once human takeover is triggered, your team can:

  • Reply directly in the ChatAgentLab dashboard
  • Log into native apps like Facebook Messenger, Instagram DM, or WhatsApp and respond directly

Example Email Notification
Subject: Human Handoff Triggered ā€“ Immediate Attention Needed
Body:
"Conversation requires human assistance. Chatbot: [AI Agent Name] User Message: 'I need to speak with someone.' Time: [Timestamp] Conversation Link: [Click Here]"

Pro Tip: Regularly review handoff triggers to fine-tune the AI's handoff points and ensure users always feel supported.