Configure Live Chat Agent Fallback

Enabling Live chat support on your Chat AI Agent

Floatbot integrates with numerous third-party live chat fallback solutions, such as Genesys, Zendesk, Ameyo, NiceCXOne, and others. In this section, we will cover how to configure Floatbot's live chat fallback feature for your AI agent.
To configure Floatbot's live chat for your AI agent, please follow these steps:

1. Enable the toggle button.
2. Select Floatbot as the live chat platform.
3. Click the "Update" button to save your changes.

After configuring the live chat, there are several key settings available that are important to understand. Please refer to the image above and the accompanying descriptions to gain a clear understanding of each feature and its functionality.

• Satisfaction Survey: After the conversation between the agent and the user is completed, the AI agent will resume communication by triggering the flow assigned to this section.
• Enable Fallback Agent: This feature allows the chat to be transferred from one department to another or escalated to a senior agent when enabled.
• Auto-send Busy Message: If all agents are occupied and a customer attempts to connect, a default message will be displayed after the wait time expires, informing the user that no agents are currently available.
• Inactive Agent Message: If the agent does not respond within a configured time, this message is displayed to the user to notify them of the delay.
• User Release Delay: When the user and agent are connected but the user stops responding, this timer defines how long the system waits before closing the session.
• Transfer Agent Chat: This message is displayed to the user when the chat is transferred from one department to another or from one agent to another.
• User Variables Displayed on Agent Dashboard: When an agent accepts a chat, specific user information is passed to the agent. Any variables specified in this section will be displayed on the agent's dashboard.

Understanding the concept of Co-Browsing

Co-browsing is a feature that enables agents to guide users directly on their browser screens, functioning similarly to screen sharing. This capability allows the agent to view the customer's screen and take control to assist the user in navigating through processes effectively. Co-browsing includes multiple functionalities, such as audio and video calling, file sharing, and session recording, enhancing the overall support experience.

Understanding the Switch to Agent flow’s

Once the agent settings are configured, you can navigate to the workflow, where you will notice a new group labeled "Switch to Agent." Whenever you need to transfer the flow to connect with an agent, simply select this group, as the remaining configurations have already been pre-set.
Any configurations required to these flows can be done in similar way we do to the other flow’s/groups.