Live Chat 👨💼
Seamless Human Support When Bots Need Help Provide exceptional customer service by combining automated responses with human expertise through intelligent handoff systems.Agent Interface Features
Multi-Tab Conversations
- Handle multiple chats simultaneously
- Real-time typing indicators
- Message history and context
- Customer profile information
Collaboration Tools
- Internal team notes
- Agent-to-agent messaging
- Supervisor oversight
- Performance tracking
Knowledge Base Integration
- Quick access to FAQs
- Canned responses
- Product information
- Company policies
Bot-to-Human Handoff
Configure Handoff Triggers
- Customer requests human help
- Bot confidence threshold reached
- Complex query detection
- VIP customer identification
Set Up Agent Availability
- Business hours configuration
- Agent status management
- Queue management
- Overflow handling
Context Preservation
- Full conversation history
- Customer data transfer
- Previous interaction notes
- Issue categorization
💡 Efficiency: Proper bot-to-human handoff reduces resolution time by 50% while maintaining 95% customer satisfaction.
Team Management
Agent Roles
- Supervisor: Team oversight and management
- Senior Agent: Complex issue resolution
- Agent: General customer support
- Specialist: Product/technical expertise
Performance Metrics
- Response time tracking
- Resolution rate monitoring
- Customer satisfaction scores
- Workload distribution
Training & Development
- New agent onboarding
- Skill development programs
- Performance coaching
- Best practice sharing
Enhance your support: Set up Broadcasting for proactive customer communication.