How to Enable Human Support

Allow customers to request a human agent when they need more help than your AI chatbot can provide. Human support enables seamless handoffs from AI to live agents.

Prerequisites

• ChatFlow Account (Growth or Enterprise plan)
• Trained Chatbot - A chatbot already set up
• Team Members (recommended) - Agents who will handle chats

Required Plan: Growth or Enterprise

What Human Support Enables

When enabled, customers can:

• Click a "Talk to Human" button to request an agent
• Use trigger phrases like "speak to a person"
• Get transferred to available agents in your team

Your agents can:

• See incoming requests in the Live Chat queue
• Take over conversations from the AI
• Resume AI assistance after helping

Steps

Step 1: Navigate to Human Support Settings

1. Go to Chatbots in the sidebar
2. Click on your chatbot
3. Click Settings in the chatbot tabs
4. Select Human Support

Step 2: Enable Human Support

Toggle Enable Human Support to ON.

This activates the handoff functionality for this chatbot.

Step 3: Configure Button Text

Set the text that appears on the human support button:

Field	Default	Example
Handoff Button Text	"Talk to human support"	"Chat with an agent"

This button appears in the chat when triggered.

Step 4: Choose When to Show the Button

Select how the support button should appear:

Option A: After X Messages

• Show button after a set number of messages
• Good for ensuring AI has a chance to help first
• Example: Show after 3 messages

Option B: Based on Keywords

• Show button when customer uses trigger phrases
• Built-in keywords include:
  • "talk to human support"
  • "i need a real person"
  • "live support please"
  • "human assistance"
  • "customer service"

Step 5: Configure Social Channel Settings (Optional)

For WhatsApp, Instagram, and Messenger:

Enable Social Survey

Toggle ON to send "Was it resolved?" survey to WhatsApp users when conversations auto-close.

Auto-Transfer Social Messages

Toggle ON to automatically transfer social media conversations to live agents using the same trigger rules as the web button.

Step 6: Save Changes

Click Save Changes to apply your settings.

Verify It's Working

Test in Playground

1. Go to your chatbot's Playground tab
2. Send a few messages (enough to trigger the button)
3. Or type a trigger phrase like "I need a real person"
4. The human support button should appear

Test on Live Site

1. Open your website with the chatbot installed
2. Start a conversation
3. Trigger the button using your configured method
4. Click the button to request human support

What Happens When Customer Requests Support

1. Customer clicks button → "Talk to human support"
2. Queue entry created → Request added to agent queue
3. Agent sees request → In Live Chat dashboard
4. Agent takes over → Customer connected to agent
5. Agent resolves issue → Conversation marked resolved
6. AI resumes (optional) → Bot continues after agent closes

Setting Up Your Team

For human support to work, you need agents available:

1. Go to Team in the sidebar
2. Add team members as agents
3. Configure their:
   • Availability hours
   • Max active chats (capacity)
   • Status (Available, Busy, Away)

See Add Team Members for detailed instructions.

Troubleshooting

Button Not Appearing

• Verify human support is enabled
• Check trigger settings (messages or keywords)
• Ensure you've met the trigger conditions
• Save settings after making changes

No Agents Available Message

• Add team members with agent role
• Ensure agents are set to "Available" status
• Check agent working hours settings
• Verify agents have capacity (not at max chats)

Customers Stuck in Queue

• Agents need to check Live Chat regularly
• Set up notifications for new requests
• Consider enabling auto-assignment

Social Channels Not Transferring

• Enable "Auto-Transfer Social Messages"
• Verify social platform is connected
• Check that trigger rules match your intent

Best Practices

Button Trigger Timing

• Set message count to 3-5 for good balance
• Too low: AI doesn't get chance to help
• Too high: Frustrated customers

Clear Button Text

• Use action-oriented text
• Make it clear help is available
• Examples: "Chat with a person", "Get human help"

Agent Availability

• Ensure coverage during business hours
• Set up after-hours messaging
• Use queue to handle peak times

Response Time

• Monitor queue wait times
• Add agents during busy periods
• Use predictive analytics (Enterprise) to forecast demand

Next Steps

• Use Live Chat - Handle customer conversations as an agent
• Add Team Members - Build your support team
• Manage Agent Settings - Configure agent capacity