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Live Chat

Live Chat

The Live Chat module allows human operators to participate directly in visitor conversations when needed.

A visitor typically begins by interacting with the AI bot. At any point, the visitor may request a human agent, allowing the conversation to transition from AI-driven support to live human assistance.

Human agents respond through Authava Studio, where they can view conversation history, continue the discussion in real time, and optionally return the conversation back to AI mode.

Core Flow

  1. Visitor starts conversation with AI bot
  2. Visitor requests human assistance
  3. Human support receives notification in Studio
  4. Human joins the live conversation
  5. Human can:
    • continue as human support
    • collaborate alongside AI
    • return conversation back to AI mode

The transition is designed to feel seamless to the visitor while preserving full conversation continuity.

Visitor requests live chat

live_chat_1.png

Human Support receives notice

live_chat_2.png

Visitor and Human Support talk to each other

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Key Capabilities

  • Human takeover from AI
  • AI-to-human escalation
  • Human-to-AI return flow
  • Real-time messaging
  • Shared conversation history
  • Internal Studio-based operator interface
  • Multi-conversation support

Multi-Conversation Support

A single human operator can manage multiple live conversations simultaneously through Studio.

This allows organizations to efficiently support many visitors without requiring a dedicated agent per session.

Studio Integration

Live Chat operates directly within Authava Studio.

Operators can:

  • view active conversations
  • respond to visitors in real time
  • review prior AI interactions
  • monitor conversation state
  • switch conversations quickly
  • hand conversations back to AI

Because the live chat system shares the same underlying conversation platform as the AI bot, the visitor experience remains continuous rather than fragmented across systems.

Use Cases

  • Sales conversations requiring human trust
  • Support escalation
  • Complex onboarding questions
  • High-value customer interactions
  • Situations where human judgment is preferred
  • Hybrid AI + human workflows