Enable Livechat Escalation
Goal: Allow your chatbot to seamlessly escalate conversations to human agents when required, ensuring effective player support. Steps: Create a livechat intent, set up bot actions, and test it out.
1. Create the Livechat Intent
The Livechat intent serves as the trigger for escalating conversations to human agents.
Navigate to the Chatbots module.
Open the Intents tab.
Click + Create Intent.
Name the intent (e.g. "Livechat") and add a clear description, such as:
“If the user requests to speak to an agent"
"If the user is expressing significant distress"
"If the user mentions account closure, gambling addiction, asks to speak to an agent or expresses significant distress"
Save the intent.
You can set up multiple intents with different sets of actions. For example:
A Responsible Gambling (RG) intent can always trigger escalation to an agent regardless of the customer type.
A general livechat request can include a Branch action to check certain conditions (e.g. user type, account status) before transferring to an agent.
2. Optionally, Add the Message Action
The Message action sets up the chatbot’s response before escalating to a live agent.
In the Livechat intent, click + Add Action.
Select Message from the available bot actions.
Write a response to let the user know they’re being connected to a live agent. Examples:
“Sure, I’ll connect you to one of our agents now. Please hold for a moment.”
“I’m transferring this chat to a human agent for further assistance.”
Click Save.
3. Add the Agent Takeover Action
The Agent Takeover action hands control of the conversation from the chatbot to a live agent.
In the Livechat intent, click + Add Action.
Select Agent Takeover from the bot actions.
Configure the following options:
Assign to specific teams or agents: Choose if livechat should be directed to certain teams, agents, or anyone in your company.
Agent Availability Check: Enable this option to ensure there is an available agent with the status Online.
Save your changes to finalise the intent configuration.
Agent Availability Check
If Agent Availability Check is enabled, a conditional branch will appear:
If there is no agent online:
Add a Message action to inform the customer. Examples:
“I’m sorry, but there are no agents online at the moment. I can try to assist you or you can try again later.”
“I’m sorry, but there are no agents online at the moment. Would you like to create a ticket?”
To set up ticket creation, follow the steps outlined in the Create Tickets guide.
When Transferred Back to the Bot
The Agent Takeover action includes a branch for “When transferred back to the bot.” You can define the chatbot’s behaviour if the agent resolves the livechat or sends the user back to the bot.
Examples of actions:
Simple Message: “Hey, glad you’re back! Let me know if I can help you with anything.”
Survey Action: Collect additional information or feedback using a survey bot action.
4. Test the Livechat Flow
Testing ensures that the Livechat escalation works as expected.
Open the demo page under Apps > Webchat > Setup > Test.
Trigger the Livechat intent by typing a message that matches the description you wrote in the intent. for example:
If your descrption is "If the user asks to speak to an agent or asks for livechat":
“I want to speak to an agent.”
“Can you connect me to support?”
If your descrption is "If the user asks to close or freeze their account":
"I want to close my account"
Confirm that the chatbot:
Displays the Message action response.
Escalates the conversation to a live agent by looking at your Inbox.
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