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LiveConnect

Configure bot→human handoff into Agent Desk

Define handoff triggers, prepare the handoff contract, and ensure reversible return-to-bot.

18 min Intermediate Supervisor, Support Ops Updated Sep 1, 2025
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Overview

Define handoff triggers, prepare the handoff contract, and ensure reversible return-to-bot.

Prerequisites

None.

Permissions required

routing:configure tickets:write

Steps (3)

Estimated: 18 min
  1. 1

    Set triggers

    Supervisor 6 min Back to top

    Choose triggers: low confidence, VIP list, risk keywords, SLA at-risk, negative sentiment.

    Tips

    —

    Validation

    —

    Success criteria

    —

  2. 2

    Handoff contract

    Support Ops 6 min Back to top

    Include context bundle, suggested macros, do/don’t prompts, and tools blocklist for the agent.

    Tips

    —

    Validation

    —

    Success criteria

    —

  3. 3

    Reversible handback

    Support Ops 6 min Back to top

    Allow agents to “Return to bot” with notes; bot resumes with updated context.

    Tips

    —

    Validation

    —

    Success criteria

    • Tickets link to live session; agent can hand back to bot safely.

About this guide

LiveConnect brings every customer conversation into one queue—web chat, Instagram/Facebook DMs, WhatsApp/SMS, Telegram, and email handoff—so teams never miss a moment. Agents work faster with AI reply drafts, KB suggestions, and one-click ticket creation in Agent Desk. Supervisors manage skills routing, concurrency, SLAs, and wallboards. All messages, files, and actions are logged to Chronicle; attachments are virus-scanned via SecureStore. Built on Chat Core orchestration for reliable routing, triage, and guardrails.