Overview
When your AI chatbot can't resolve an issue, it can seamlessly transfer the conversation to a human agent. Combined with full chat history, you have complete visibility into every customer interaction.
Live Agent Handoff
- Automatic escalation - the bot detects when it can't help and offers to connect with a human
- Manual escalation - visitors can request a human agent at any time
- Smooth transition - the human agent sees the full conversation history
- Real-time chat - agents can respond in real time through SmartlyQ
- Notification system - agents receive alerts when a handoff occurs
How to Access
Navigate to Automate > Live Agent from the sidebar.
Using Live Agent
- When a visitor requests or is escalated to a human, a notification appears in Live Agent
- Click the conversation to view it
- Read the full bot-to-visitor conversation for context
- Type your response and send - the visitor sees it in the same chat widget
- When resolved, close the conversation
Chat History
All chatbot conversations are stored and searchable:
- Full transcripts - every message between the bot and visitors
- Visitor information - identify returning visitors
- Search - find specific conversations by keyword
- Filter - filter by date, status, or escalation
- Export - download conversation data
How to Access
Navigate to Automate > Chat History from the sidebar.
Tip: Review chat history weekly to identify common questions the bot struggles with, then add that knowledge to improve future responses.