AI Support Chatbot with LiveAgent Integration

Automate your customer support with an AI chatbot that answers questions using your internal knowledge base and seamlessly connects users to a human agent via LiveAgent if needed. Enhance user experience, reduce response times, and streamline support operations.

How the AI Flow works - AI Support Chatbot with LiveAgent Integration

Flows

How the AI Flow works

User Opens Chat.
Detects when a user opens the chat and initiates a welcome message.
Display Welcome Message.
Shows a personalized welcome message to the user in the chat interface.
AI Handles User Questions.
Accepts user questions, retrieves relevant information from the internal knowledge base, and generates AI-powered answers.
Seamless Human Handoff.
If the AI cannot answer or if the query requires human assistance, the system offers to connect the user with a live agent via LiveAgent.
Chat Output.
Displays responses and updates from both the AI and human agents to the user in the chat.

Prompts used in this flow

Tool Calling Agent

Agent that acts as technical live chat customer support specialist for a business, utilizing an internal knowledge base and forwarding to human agents if necess...

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

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

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

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

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

LiveAgent Integration

Integrate FlowHunt Chatbot with LiveAgent for seamless AI-to-human support transitions. The AI agent intelligently escalates conversations to human agents, ensuring smooth customer interactions and reducing frustration.

See LiveAgent Integration

Flow description

Purpose and benefits

This workflow automates customer support by combining an AI-powered chatbot with integration to the LiveAgent platform. The chatbot leverages an internal knowledge base to answer customer inquiries. If the AI cannot resolve the customer’s issue, the conversation is seamlessly escalated to a human agent via LiveAgent. Below is a structured description of the workflow, its components, and its potential benefits for scaling and automation.

Overview of Workflow Steps

  1. Chat Initialization & Welcome Message

    • When a user opens the chat, a trigger node activates.
    • The system displays a welcome message, explaining that the bot can answer questions using the internal knowledge base and, if needed, connect the customer to a live agent.

  2. User Input & Message Handling

    • The chat captures user input and tracks the conversation history.
    • All messages and files sent by the user are processed and stored for context-aware responses.

  3. Retrieving Knowledge Base Information

    • The bot queries internal knowledge sources (via a Document Retriever) to find answers relevant to the user’s query.
    • If relevant information is found, the bot provides an answer directly from the knowledge base.

  4. AI as Support Specialist

    • An AI agent acts as a technical support specialist, following a detailed system prompt:
      • Greets users in their language.
      • Seeks to answer questions using the knowledge base.
      • Asks for clarification if a question is unclear.
      • If the AI cannot find a relevant answer and the question is about the software:
        • For English queries: Offers to connect to a live human agent.
        • For other languages: Asks if the user wants to speak to an English-speaking agent, and offers connection upon confirmation.
      • Always responds in the user’s language.

  5. Escalation to Human Agent

    • If the AI cannot resolve the issue, or the user requests it, the workflow can escalate the conversation to a real support agent using LiveAgent.
    • The transition includes context from the current chat, ensuring a smooth handover.

  6. Output to User

    • All responses, whether from the chatbot or a live agent, are displayed to the user in the chat interface.

Key Components and Their Functions

Component NameFunctionality
Chat Opened TriggerDetects when a user initiates a chat session.
Message WidgetSends a friendly, informative welcome message to the user.
Chat OutputDisplays messages to the user in the chat window.
Chat InputCollects messages and files from the user.
Chat HistoryMaintains a running history of the conversation for context-aware responses.
Document RetrieverSearches the internal knowledge base for relevant answers to user queries.
LiveAgent Human Assist ToolProvides a button or process to escalate the chat to a real human agent via LiveAgent.
Tool Calling Agent (AI)Orchestrates responses, utilizing both the Document Retriever and LiveAgent handoff tool.

Workflow Diagram

Here’s a simplified flow of the described process:

  1. User opens chat
    ⬇️
  2. Welcome message is displayed
    ⬇️
  3. User sends a question
    ⬇️
  4. AI agent uses chat history and knowledge base to answer
    ⬇️
  5. If answer not found
    ⬇️
  6. AI offers to connect user to human agent (LiveAgent)
    ⬇️
  7. Human agent takes over, if needed

Benefits for Automation and Scaling

  • 24/7 Instant Support: The AI chatbot provides immediate answers to common questions, reducing wait times and improving customer satisfaction.
  • Efficient Human Escalation: Only complex or unresolved queries are forwarded to human agents, optimizing agent workload and improving efficiency.
  • Context-Aware Responses: The use of chat history and knowledge retrieval ensures that responses are tailored and relevant.
  • Multi-language Support: The AI handles greetings and answers in the user’s language and manages language transitions for human escalation.
  • Reduced Training Costs: The AI acts as a first-line support specialist, allowing human agents to focus on more challenging issues.
  • Seamless Handover: Integration with LiveAgent ensures that when escalation is needed, the transition is smooth and includes all relevant context.

Use Cases

  • SaaS Customer Support: For software companies looking to provide scalable, automated support with a human backup.
  • E-commerce Helpdesks: To answer product, order, or return queries instantly, escalating only complex or sensitive cases.
  • Technical Support: For organizations that need to provide technical guidance from both a knowledge base and live experts.

This workflow is especially useful for organizations seeking to automate routine support tasks, scale their support operations efficiently, and maintain high-quality customer service with minimal delays.

Let us build your own AI Team

We help companies like yours to develop smart chatbots, MCP Servers, AI tools or other types of AI automation to replace human in repetitive tasks in your organization.

Schedule a demo Try it now

Learn more

LiveAgent AI Chatbot Support
LiveAgent AI Chatbot Support

LiveAgent AI Chatbot Support

Automate customer support in LiveAgent with an AI chatbot that answers questions using your internal knowledge base, retrieves relevant documents, and seamlessl...

4 min read
AI Customer Service Chatbot with Human Handoff
AI Customer Service Chatbot with Human Handoff

AI Customer Service Chatbot with Human Handoff

An AI-powered customer service chatbot that automatically assists users, retrieves information from internal documents and the web, and seamlessly escalates to ...

3 min read
AI Chatbot with LiveChat.com Integration
AI Chatbot with LiveChat.com Integration

AI Chatbot with LiveChat.com Integration

Deploy an AI-powered chatbot on your website that leverages your internal knowledge base to answer customer queries, and seamlessly forwards complex or unresolv...

4 min read