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The Chatbase Live Chat action allows your AI agent to hand over conversations to a human support agent through the Chatbase Help Desk. When triggered, the conversation is routed directly to your Help Desk inbox so your team can continue assisting the user in real time.

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How It Works

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End-user experience

When the AI agent determines that a user wants to speak with a human, the conversation is handed over to a live support agent. The user will see a confirmation message in the chat widget indicating that a support agent will join shortly. During this state:
  • The AI agent stops handling the conversation
  • The chat is marked as a live chat request
  • The user remains connected in the widget while waiting for an agent to respond
Supported Platforms

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Support Agents’ experience

Support agents are notified immediately when a conversation is escalated to live chat. Inside their inbox, the conversation is clearly labeled as a Live chat session so agents can prioritize and respond accordingly.
Supported Platforms
Agents can then:
  • Reply directly to the user in real time
  • Add internal notes
  • Continue the conversation from the existing thread
  • Take over seamlessly from the AI agent

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Best Practices

  • Only enable live chat if you have support agents available to respond.
  • Keep the trigger instructions strict to avoid unnecessary escalations.
  • Let the AI handle common questions before escalating to a human.
  • Use live chat for sensitive, urgent, or account-specific issues.