Live Chat

Live Chat allows your team to take over conversations when the AI needs human assistance. Seamlessly hand off from bot to human while preserving full context.

Enabling Live Chat

Requirements

Live Chat is available on:

• Professional plan and above
• Requires at least one team member with agent access

Configuration

1. Go to your chatbot's settings
2. Navigate to the Live Chat tab
3. Toggle Live Chat Enabled to on
4. Configure handoff settings

Handoff Modes

Agent Availability

Becoming Available

Agents can toggle their availability:

1. Go to Live Chat in the sidebar
2. Use the toggle at the top: "Available for Live Chat"
3. When active, you'll receive incoming chat requests

Agent Status Indicator

The Live Chat page shows:

• Number of agents currently online
• Your personal availability status
• Estimated wait times

Handling Chats

Queue Management

When visitors request live chat, they appear in the queue:

1. View waiting visitors with their wait time
2. See if it's a bot handoff (includes conversation context)
3. Click Take Chat to accept a conversation

Taking Over a Chat

When you take a chat:

1. You can see the previous bot conversation (if applicable)
2. Full visitor context: name, email, page, browser
3. Start typing to respond

Conversation Flow

• Type your message and press Enter or click Send
• Visitor sees a system message: "Agent [Name] has joined the chat"
• Continue conversation in real-time
• Use the Bot Context panel to see previous AI responses

Ending a Chat

1. Click End Chat when the conversation is resolved
2. Confirm the action
3. Visitor sees a message that the chat has ended
4. Chat is archived and available in history

Handoff Triggers

ChatReact automatically suggests live chat handoff when:

Automatic Triggers

• Bot says it can't answer the question
• Visitor expresses frustration
• Keywords like "speak to human", "real person", "agent"
• Configurable custom trigger phrases

Manual Triggers

• Visitor clicks "Talk to Human" button (if enabled)
• Visitor types a handoff phrase

Visitor Experience

When Agent is Available

1. Bot suggests connecting to a human
2. Visitor sees quick reply buttons: "Yes, connect me" / "No, thanks"
3. If accepted, visitor enters queue
4. Status updates: "Connecting...", "Waiting for agent..."
5. Agent joins and conversation continues

When No Agent Available

When all agents are offline or unavailable:

1. Bot response: Instead of offering live chat, the bot automatically suggests the configured handoff email address
2. Email displayed: The bot mentions the email directly in its response (e.g., "You can email us at [email protected]")
3. No repeated offers: The bot remembers no agents are available and won't offer live chat again in the same session
4. Widget fallback: If a handoff was already in progress, the widget shows a styled email button with mailto: link

Team Coordination

Multiple Agents

• All available agents see the queue
• First agent to click "Take Chat" gets assigned
• Prevents duplicate assignments

Chat Transfer (Coming Soon)

Transfer chats between agents while preserving context.

Best Practices

1. Set realistic expectations: Configure accurate working hours
2. Monitor wait times: Don't let visitors wait too long
3. Use bot context: Review what the AI already discussed
4. End chats properly: Don't leave conversations hanging
5. Follow up: Send satisfaction surveys after chats

Next Steps

• Forms & Email Handoff →
• Team Management →
• Widget Embedding →