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LiveChat Handover

Let your bot hand off conversations to a live agent when needed — seamlessly and with full context.

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Enable smooth transitions from bot to human agents directly within your flow. The LiveChat Handover step ensures that users with complex or sensitive requests can be routed to a live agent on Zendesk, Salesforce, Nice CXOne or ViaFlow with full context of the conversation.



Prerequisite

Before adding a handover step to your flow, make sure you’ve:

  • Connected a supported Agent Channel (Zendesk, Salesforce, Nice CXOne or ViaFlow) .
  • Verified that the credentials and identifiers for your agent platform are correctly configured.

How It Works

  • Add the Handover Step in your Flow Builder at the point where human intervention might be needed.

  • Customize system messages to let users know if an agent is available or not.

  • The bot automatically checks your connected agent platform to see if an agent is available:

    • ✅ If available: the user is transferred to an agent, who sees recent chat history.
    • ❌ If unavailable: fallback options like Quick Replies are shown, helping the user continue their journey.

Updated 5 days ago

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