Sometimes a Person Needs to Step In
With Authava's Live Chat, a visitor can ask for a person mid-conversation, and your team picks up with the full history, then hands back to the bot. The bot handles the routine questions, and people step in when it matters.
When Does a Person Need to Step In?
When a customer is unhappy, a question gets complicated, or a big deal is about to close. Those moments need a person, and the visitor shouldn't have to start over or leave the page to get one.
What Do Businesses Usually Try?
- Chat answered only by people. It's personal, but someone has to watch the chat all day.
- A bot with no way to reach a person. It's always on, but some moments need a human.
- "Email us" as the fallback. Nothing is lost, but the customer waits for a reply.
Either your team handles every chat, or nobody can step in when it matters.
How Does Authava Solve It?
- One click to ask for a person, after a minimum number of bot messages if you like.
- Your support hours, set by the week in your time zone.
- Your team answers from Studio, with the full conversation history in front of them. See Answer Visitors Live From Studio.
- AI-suggested replies help your team answer quickly.
- Alerts with badges, sounds, and browser notifications for new requests.
- Back to the bot when the person is done.
See Live Chat.
What This Looks Like in Practice
A customer's question about a large order gets complicated. They click to talk to a person. Your team member sees the whole conversation so far, answers the question, and hands the chat back to the bot.
Frequently Asked Questions
Can a visitor ask to talk to a person?
Yes. Live Chat adds a "talk to a person" option during the hours you set.
Does my team see what the bot already discussed?
Yes. Your team sees the full conversation history before replying.
Where does my team answer?
In Studio, from the live agent queue, with alerts for new requests.
How is this different from regular live chat?
The bot handles most of the conversation, and your team steps in when a visitor asks, with the full history in front of them.