ViaFlow Livechat Handover
Use our Livechat handover to put clients in contact with your agents on ViaFlow
Prerequisites
Before you begin, make sure:
-
You already have an active Viaflow agent account.
-
You’ve obtained the required credentials:
- Company
- Username
- Password
- Chat Service API Key
- Service ID
- Group ID
You can request these credentials directly to your ViaFlow account manager.
Setup a LiveChat Handover in the Flow Builder
To transfer a user to ViaFlow Live Chat during a conversation:
- Add a LiveChat Handover step to your flow.
- Configure messages for when an agent is available or unavailable. The chatbot will check ViaFlow for online agents in the specified department (if configured).
Example of a Livechat Handover
Once a the Livechat Handover step is triggered in the chatbot, a new Case appear on the dashboard of the ViaFlow agent.
The agent has now joined the chat with the client and can help them solve their issue.
