Skip to main content

Getting Started Content of LiveChatAI

How AI Chatbot & Live Chat Works Together?

LiveChatAI lets you combine AI-powered automation with human support—so customers get fast, accurate answers from the chatbot, with the option to escalate to a real agent when needed. This hybrid approach ensures efficiency without compromising on personal service.

How it Works?

1. AI Handles the First Response

  • The chatbot is always the first to engage.
  • It uses your connected content sources (website URLs, documents, custom Q&As, or APIs) to respond instantly.
  • This gives users quick, automated answers without waiting for a live agent.

2. Conversation Appears in Your Chat Inbox

  • Every chat—whether fully handled by AI or escalated—is logged in your Chat Inbox.
  • Your support team can monitor conversations in real time.
  • Past conversations are stored, so you can review them later for quality checks or training improvements.

3. Visitors Can Request Human Support

  • If a customer types something like “I want to talk to a person”, or clicks the handoff button you’ve configured, LiveChatAI will flag the conversation.
  • This signals that the chat needs a human takeover.

4. Agents Take Over the Conversation

  • A team member from your support team can join directly in the Chat Inbox.
  • The agent sees the full context of the conversation so far, including what the chatbot already answered.
  • From this point forward, the conversation becomes human-led.
  • Important: Once a human takes over, the AI assistant is disabled for the rest of that session. The chat cannot be switched back to the chatbot mid-conversation.

Benefits of AI + Live Support

  • 24/7 instant support from AI
  • Seamless handoff to real agents
  • Reduced ticket load for common queries
  • High-touch assistance for complex or sensitive cases

Need help configuring your live support settings? Reach out at [email protected].