Human Assist
LiveAgent Human Assist
Tool that lets the user contact a human support agent via LiveAgent.
Category: Human Assist · Plans: Trial, Starter, Pro, Premium, Enterprise · Type: LiveagentAssist
Inputs#
| Field | Type | Required | Default | What it does |
|---|---|---|---|---|
| Liveagent Button ID | Text | Yes | (empty) | Liveagent ID to use for the button. |
| Liveagent URL | Text | Yes | (empty) | Liveagent URL to use for the button. |
| Include Link to Chat History | Yes/No | No | Off | Include a link to the chat history in the email. |
| Button Text | Text | No | Contact Support | Text to display on the button. |
| Hide Start Chat Button | Yes/No | No | Off | Hide the start chat button. |
| Custom Fields | Object | No | — | Key-value pairs to set as visitor details in LiveAgent. Use prefixes to target different field types: ‘contact.’ for contact fields (e.g. contact.customer_type=VIP), ’ticket.’ for ticket fields (e.g. ticket.orderid=ORD123), or built-in keys: email, firstName, lastName, phone. |
| Conversation Summary | Text | No | (empty) | AI-generated summary of the conversation to include as a note in the LiveAgent ticket. |
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LiveAgent Chat Button ID#
The Button ID identifies which chat button to use when initiating a live chat session.
How to find your Button ID#
- Log in to your LiveAgent panel.
- Navigate to Configuration > Chat > Chat Buttons.
- Click on the chat button you want to use (or create a new one by clicking “Create”).
- In the Integration section of the button settings, find the integration JavaScript code.
- The Button ID is the value in the integration script, typically a alphanumeric string like
abc12de3.
Creating a Chat Button#
If you don’t have a chat button yet:
- Go to Configuration > Chat > Chat Buttons and click Create.
- Choose a button type (pre-defined style or Custom).
- Configure the button name, department, and language in the Overview section.
- Click Save and then copy the Button ID from the Integration section.
For more details, see Creating, Managing & Integrating Chat Buttons.
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LiveAgent URL#
The LiveAgent URL is the base URL of your LiveAgent installation, used to load the chat widget.
How to find your LiveAgent URL#
Your LiveAgent URL is the domain where your LiveAgent panel is hosted. It typically looks like:
https://youraccount.ladesk.comhttps://support.yourdomain.com(if using a custom domain)
You can find it in the browser address bar when logged into your LiveAgent panel, or in the integration JavaScript code under Configuration > Chat > Chat Buttons > Integration.
The integration script references this URL to load the chat widget on your website.
For more details, see Creating, Managing & Integrating Chat Buttons.
Outputs#
| Output | Type |
|---|---|
| Liveagent Id | Text |
| Liveagent Url | Text |
| Button Text | Text |
| Conversation Summary | Text |
Use as an agent tool#
Tool name: human_assist_tool
Useful when the chatbot is unable to answer the user’s question or its uncertain about the response or there is not enough evidence to answer user question in context. Tool will initiate transferring the chat to human Agent.