Blog How It Works Contact Get Started

Resources

Why Authava A Strategy Partner
Use Cases
Team Can’t Find Answers Visitors Ignore Forms Answering Same Questions Website Has Hidden Gaps Traffic With No Conversions Convert Missed Calls to Bookings
Product
Chatbot Portal Bot Phone Bot Outreach Bot
Guides
Make Bots Accurate Design Decisions Data Safety After Go-Live Full Integration DIY vs. Managed Does This Pay For Itself? Data Privacy Data Processing MCP Gateway
Reference
Affiliate Program Integrate with your Page Chatbot Page Performance
FAQ
guide

Answer Visitors Live From Studio

Answer Visitors Live From Studio

When a visitor asks to talk to a person, you can answer them yourself from Studio. The Live Agent tab shows visitors waiting for a human, and lets you chat with them directly. This is part of the Live Chat module.

The Live Agent tab appears in Studio when live chat is turned on for your bot. If you don't see it, contact us to turn it on.

How Do I Answer A Waiting Visitor?

  1. In Studio, open your bot and go to Live Agent. A badge shows when someone is waiting.
  2. Pick a conversation from the list on the left. You'll see everything the visitor already discussed with the bot.
  3. Type your reply. You can also attach a file.
  4. When you're done, choose Complete Session.

One person can handle several live conversations at once.

Can AI Help Me Reply?

Yes. Choose Suggest replies (AI) and Studio suggests replies to the visitor's latest message, based on the same knowledge your bot uses. Click a suggestion to use it, edit it if you like, and send.

What Happens If The Visitor Leaves?

You'll see that the customer disconnected. If they don't come back within a few minutes, the session closes automatically and the visitor is returned to the bot. If they return, you'll see that they're back and can keep chatting.

How Do I Set Support Hours?

Go to Configure → Behavior → Live Agent → Support Hours. Turn support hours on, choose your Timezone, and set the Schedule for each day. Outside those hours, live chat isn't offered.

Can I Change What Visitors See During A Handoff?

Yes. In Configure → Behavior → Live Agent, you can edit the wording shown at each stage:

  • Button Label: the "talk to a person" button
  • Requesting Label: shown while the request is being sent
  • Waiting Label: shown while the visitor waits for someone
  • Joined Label: shown when you join
  • Left Message: shown when you leave the conversation

Frequently Asked Questions

How do I take over a chat from my Authava bot?

In Studio, go to Live Agent, choose the waiting conversation, and start typing. You'll see the full conversation so far.

Why don't I see the Live Agent tab?

The tab appears when live chat is turned on for your bot. Contact us to turn it on.

Can one person handle more than one chat?

Yes. You can switch between several live conversations in the Live Agent tab.

Can I limit live chat to business hours?

Yes. Set Support Hours with your timezone and a daily schedule in Configure → Behavior → Live Agent.

Does the visitor have to repeat themselves?

No. You see the visitor's whole conversation with the bot before you reply.