LiveChat (Human Handoff)

When the bot can't help, seamlessly hand the conversation to a human agent in real time.

How It Works

1. The bot detects it needs human help (or the user requests it)
2. The conversation status changes to "Pending Agent"
3. An agent receives a notification in the admin panel
4. The agent connects and chats with the visitor in real time
5. When done, the conversation is closed

Setup

1. Enable the Add-on

Go to AxiaChat AI → Settings → Add-ons and activate "LiveChat / Human Handoff".

2. Enable on Your Bot

Go to AxiaChat AI → Bots, edit your bot, and in AI Tools → Capabilities, toggle on "LiveChat".

3. Instruct the Bot (Recommended)

If the user asks to speak with a person, expresses repeated frustration,
or their question requires human intervention, use the transfer_to_human
tool to escalate the conversation to a support agent.

Without explicit instructions, the bot can auto-detect escalation needs via keywords, but clear instructions are more reliable.

Session States

Agent Panel

Agents access AxiaChat AI → LiveChat to:

• See conversations waiting in queue
• Connect to pending conversations
• Chat in real time with visitors
• View the full conversation history (including the bot's portion)
• Close finished conversations

Availability Controls

• Agents can mark themselves as available or unavailable
• See how many visitors are in the queue
• Handle multiple conversations simultaneously

Escalation Triggers

Automatic

The bot can detect when to escalate based on:

• Keywords: "talk to a human," "agent," "representative," etc.
• Detected frustration in the message
• Multiple failed answer attempts
• Custom rules you define

User-Initiated

The visitor can request a human agent at any time during the conversation.

Bot-Initiated

If the bot can't find an answer in the knowledge base, it can offer: "Would you like to speak with a support agent?"

Notifications

• Admin panel alert when conversations are pending
• Email notification (configurable)
• Audio notification in the panel

Offline Behavior

When no agents are available, configure what the bot does:

• Capture email for follow-up
• Show business hours
• Suggest alternatives (FAQ, contact form, etc.)

Example Handoff