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Live Chat lets your team take over conversations from the AI assistant and chat directly with customers. When a customer needs human help, the system creates a handover request that your team can pick up from the Live Chat dashboard. To access Live Chat, navigate to Dashboard → Live Chat in your agent’s sidebar.
Live Chat is available on Basic, Pro, and Scale plans.

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How It Works

1

Customer Requests Human Help

A handover can be triggered in three ways:
  • Customer clicks “Talk to Human” button in the chat widget
  • AI assistant decides to hand over when it can’t resolve the issue
  • Customer submits a contact form during out-of-hours
When triggered, the conversation status changes to Handover Requested and your team is notified via email.
2

Agent Claims the Conversation

Open the Live Chat page in your dashboard. The Pending tab shows all conversations waiting for a human agent. Click Take Over to claim a conversation and start chatting.Only one agent can claim a conversation at a time — the system prevents race conditions so two agents won’t accidentally claim the same chat.
3

Chat with the Customer

Once claimed, you can exchange messages with the customer in real-time. Messages appear with a few seconds delay as the system polls for updates.If the customer is chatting via Telegram or WhatsApp, your messages are automatically routed to their channel — they don’t need to be on your website.
4

Resolve the Conversation

When done, you have two options:
  • Handover to AI — returns control to the AI assistant, and the conversation continues as normal
  • Close — archives the conversation

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Live Chat Dashboard

The dashboard has three tabs to organize conversations by status:
  • Pending — customers waiting for a human agent
  • Claimed — active conversations being handled by your team
  • Resolved — completed handover sessions
Click any conversation to view the full message history (including prior AI messages) and continue the chat.

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Multi-Channel Support

Live Chat works across all your connected channels. When a customer on Telegram or WhatsApp requests human help, the handover appears in your dashboard just like web widget conversations. Your replies are routed back through the customer’s original channel automatically.

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Settings

Navigate to Live Chat → Settings to configure the feature.

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General

  • Enable Live Chat — toggle the entire feature on or off
  • Show “Talk to Human” button — display a button in the chat widget that lets customers request a human agent
  • Message threshold — number of messages exchanged before the “Talk to Human” button appears (useful to let the AI attempt a resolution first)

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Messages

  • Handover system message — the message shown to customers when a handover is initiated (e.g., “A team member will be with you shortly.”)
  • Out-of-hours message — shown when customers request help outside business hours

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Business Hours

  • Enable business hours — restrict live chat availability to specific hours
  • Start / End time — define your working hours (e.g., 09:00 - 17:00)
  • Timezone — set your team’s timezone for accurate scheduling
Outside business hours, the “Talk to Human” button is hidden. Customers can still submit a contact form with their message, which your team will see when they come online.

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Notifications

  • Email notifications — send an email to all team owners when a new handover request comes in, so no customer is left waiting