Integrácia s LiveChat

Nástroj LiveChat Human Assist prepája AI chatbota FlowHunt s vaším LiveChat.com workspace, takže návštevníci sú odovzdaní ľudskému agentovi vo fronte LiveChat v okamihu, keď AI agent rozhodne o eskalácii. Na rozdiel od integrácií LiveAgent či Freshchat je tento komponent určený špecificky pre SaaS LiveChat.com — stačí licenčný kľúč LiveChat a chatovacie okno po prenose je natívny LiveChat widget, ktorý tím už používa.

The LiveChat Human Assist Tool

The Human Assist Tools allow you to integrate your Flows with the leading customer service solutions. Once integrated, an AI Agent decides when connecting to human support is the better option.

AI Agents are computer programs that can perform tasks or make decisions independently. The Agents observe their environment, process information, and take action. Their decisions are based on their unique programming, knowledge, and goals.

The LiveChat Human Assist Tool tells the AI agent to look out for whenever a user might prefer human assistance. If the user accepts to be transferred, the chatbot immediately transforms into your LiveChat chat window.

The Agent will offer human support whenever it can’t answer a question, detects a negative sentiment, or when a user specifically asks to be transferred. This means a significant reduction in AI hallucinations and annoyed customers.

How to connect the LiveChat Tool

Thanks to the use of agents, the integration Flow is super simple and contains just a few components:

TIP:
You can take a shortcut and simply use our Chatbot template with LiveChat integration.

If you’re looking to build on your own:

• Connect the LiveChat Human Assist Tool and Tool Calling Agent.
• Since this is a customer support bot, you will definitely want to connect Chat History, letting the past messages inform future answers.
• You should also want to connect one or more Knowledge Retrievers. If the bot has no knowledge to work with, it will start offering human support for simple questions. By supplying the necessary information, the bot will only transfer users when necessary.

How to integrate LiveChat

To integrate with LiveChat, you’ll need your LiveChat License key. Here’s how to get it:

1. Log into your LiveChat account and go to Settings -> Channels -> Website.
2. Get your license key number from the “window._lc.license =” row.

3. Go to your Flow and insert the license key into the LiveChat Human Assist Tool component:

Using the LiveChat integration

Once LiveChat is integrated into your Chatbot, the AI agent will offer human support whenever it can’t answer a question or detects that the user might prefer talking to a human. Of course, the Contact Support button can also be triggered by asking to be transferred.

The button says “Contact support” by default, but you can always change this in the Button Text field of the component:

When the button is clicked, the FlowHunt bot immediately transforms into your LiveChat chat window:

You can test it out and send a message. It should land in your LiveChat inbox immediately.