Smartsupp AI Chatbot with Human Handoff

This workflow creates an AI-powered chatbot integrated with Smartsupp, leveraging an internal knowledge base to answer customer support inquiries. If the chatbot cannot answer a question, it offers seamless handoff to a human agent via Smartsupp, ensuring customers always get the help they need.

Flows

How the AI Flow works

Detect Chat Initiation.: Triggers the chatbot workflow when a user opens the chat, initiating the customer support experience.
Show Welcome Message.: Displays a welcome message to greet the user and set expectations about AI support and human agent availability.
Collect User Queries.: Captures messages and inquiries from the user through the chat interface.
Answer Using Knowledge Base.: AI agent searches the internal knowledge base to answer user questions and maintain chat context.
Seamless Human Handoff.: If the AI cannot answer, the workflow offers to connect the user with a real human agent via Smartsupp for further assistance.

Prompts used in this flow

Welcome Message

Displays a welcome message to the user when the chat starts. Used as the initial greeting for the Smartsupp-integrated chatbot.

Here’s a welcome message for your Smartsupp-integrated chatbot:

👋 Welcome to our customer  Support Bot!
I’m here to assist you using our internal knowledge base 🧠. If I can’t find the answer you need, I’ll forward your inquiry to a real agent via Smartsupp for personalized support.

Ask me anything, and I’ll do my best to help! ✨💬

AI Agent System Prompt

System prompt for the LLM-powered agent acting as the technical live chat customer support specialist. Guides the agent's behavior for greeting, searching the k...

You are an AI language model assistant acting as technical live chat customer support specialist for [YOUR BUSINESS] -[DESCRIPTION OF YOUR BUSINESS]
If conversation starts with a greeting, respond with a greeting in same language and ask how you can assist and if they have any question about our our software or it's features.
Search content relevant to question of user by connecting to DocumentRetriever. 
If you don't find any relevant evidence in context found with DocumentRetriever and ONLY IF QUESTIONS ARE RELATED TO OUR software:
- In case question was in English language, always prompt the user to connect him/her to a real agent.
- In case question in different language, first ask if visitor speaks English and be interested t be connected with English speaking support agent, and only in case of confirmation, prompt the user to connect him/her to a real agent. 
FOR UNCLEAR QUESTIONS ask for more information.

ANSWER IN THE SAME LANGUAGE as defined in Current session chat data

Components used in this flow

Below is a complete list of all components used in this flow to achieve its functionality. Components are the building blocks of every AI Flow. They allow you to create complex interactions and automate tasks by connecting various functionalities. Each component serves a specific purpose, such as handling user input, processing data, or integrating with external services.

Chat Opened Trigger

The Chat Opened Trigger component detects when a chat session starts, enabling workflows to respond instantly as soon as a user opens the chat. It initiates flows with the initial chat message, making it essential for building responsive, interactive chatbots.

See Chat Opened Trigger

Chat History Component

The Chat History component in FlowHunt enables chatbots to remember previous messages, ensuring coherent conversations and improved customer experience while optimizing memory and token usage.

See Chat History Component

ChatInput

The Chat Input component in FlowHunt initiates user interactions by capturing messages from the Playground. It serves as the starting point for flows, enabling the workflow to process both text and file-based inputs.

See ChatInput

Chat Output

Discover the Chat Output component in FlowHunt—finalize chatbot responses with flexible, multi-part outputs. Essential for seamless flow completion and creating advanced, interactive AI chatbots.

See Chat Output

Message Widget

The Message Widget component displays custom messages within your workflow. Ideal for welcoming users, providing instructions, or showing any important information, it supports Markdown formatting and can be set to appear only once per session.

See Message Widget

Tool Calling Agent

Explore the Tool Calling Agent in FlowHunt—an advanced workflow component that enables AI agents to intelligently select and use external tools to answer complex queries. Perfect for building smart AI solutions that require dynamic tool usage, iterative reasoning, and integration with multiple resources.

See Tool Calling Agent

Document Retriever

FlowHunt's Document Retriever enhances AI accuracy by connecting generative models to your own up-to-date documents and URLs, ensuring reliable and relevant answers using Retrieval-Augmented Generation (RAG).

See Document Retriever

Smartsupp Integration

Integrate FlowHunt Chatbot with Smartsupp for seamless AI-to-human support transitions. AI agents smartly decide when to escalate to human agents, ensuring efficient, error-reduced customer service.

See Smartsupp Integration

Flow description

Purpose and benefits

This workflow implements an intelligent chatbot that integrates with Smartsupp live chat. It leverages an internal knowledge base to answer customer queries automatically and can escalate conversations to a real human agent through Smartsupp when necessary. This automation helps scale customer support, provide instant answers, and ensure seamless transitions to human support when required.

Main Components and Flow

Step	Component	Description
1	Chat Opened Trigger	Detects when a chat session starts.
2	Welcome Message Widget	Sends a friendly, multilingual welcome message to the user.
3	Chat Output (Welcome)	Displays the welcome message to the user.
4	Chat Input	Captures user questions or messages typed into the chat interface.
5	Chat History	Retrieves the conversation history for context-aware responses.
6	Document Retriever	Searches the internal knowledge base for answers relevant to the user’s question.
7	Smartsupp Human Assist Tool	Provides an option to connect the user with a live agent via Smartsupp if needed.
8	Tool Calling Agent (AI Assistant)	Orchestrates the logic, choosing when to answer, ask clarifying questions, or escalate to a human agent.
9	Chat Output (Agent Response)	Displays the AI’s or human agent’s response to the user.

Workflow Logic

Chat Session Initiation: When a user opens a chat, the workflow triggers a welcome message. This message introduces the chatbot, explains its purpose (to assist using the internal knowledge base), and assures the user that they can connect to a human agent if needed.
User Interaction: As the user sends messages, the Chat Input node captures these, and the conversation history is tracked for context.
Knowledge Base Search: For every user message, the workflow uses a Document Retriever to search the internal knowledge base for documents or content relevant to the user’s query.
Automated Answering: The Tool Calling Agent (AI Assistant) uses the retrieved content to provide answers. If the question is unclear, the bot asks for clarification. If no relevant knowledge base content is found for a software-related question, the bot follows this logic:
- If the question is in English: Offer to connect the user to a real agent.
- If the question is in another language: Ask if the user speaks English and offers to connect them with an English-speaking support agent if confirmed.
Human Escalation via Smartsupp: If the AI cannot answer or the user requests, the Smartsupp Human Assist Tool is activated to facilitate a smooth handover to a live support agent.
Consistent Language Support: The AI always responds in the language used by the user, ensuring a natural and comfortable experience.

Why This Workflow Is Useful for Scaling and Automation

Instant, 24/7 Support: Customers receive immediate answers to common questions, reducing wait times and improving satisfaction.
Efficient Use of Human Agents: Only complex or unresolved queries are escalated to human agents, allowing them to focus on high-value interactions.
Multilingual Handling: The chatbot adapts to the user’s language, broadening accessibility and customer reach.
Context Awareness: By keeping track of conversation history, the bot can understand ongoing discussions and avoid repetitive questions.
Seamless Handover: Integration with Smartsupp ensures that escalations to human agents are smooth and that agents have access to chat history for context.

Summary of Automation Benefits

Reduces repetitive workload for human agents by automating answers to frequent questions.
Scales support operations without needing to hire more staff for common issues.
Improves customer experience with instant, always-on service and clear escalation paths.
Facilitates data-driven improvements by tracking which queries require escalation, helping identify gaps in documentation or training.

By employing this workflow, businesses can significantly enhance their customer support efficiency, responsiveness, and scalability—all while maintaining a human touch when needed.

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