Live Support

Last updated: November 29, 2025

Live Support

Premium bots include live support features that let you or your team take over conversations from the AI and provide real-time human assistance.

Availability

Live support is available for:

  • Premium bots - Full live support features
  • Basic bots - AI-only (no live takeover)
How It WorksThe Handover Process
  1. User starts chatting with AI bot
  2. AI handles initial queries
  3. User requests human help OR agent initiates takeover
  4. Agent takes control of conversation
  5. Real-time chat between user and agent
  6. Agent returns control to AI when done
Takeover Triggers
  • User request - "Talk to human" or similar
  • Manual takeover - Agent initiates from dashboard
  • Auto-escalation - Based on keywords or sentiment
  • Telegram integration - Reply from Telegram group
Taking Over a ConversationFrom the Dashboard
  1. Go to Conversations
  2. Find the active conversation
  3. Click Take Over button
  4. Start typing your response
  5. Messages now come from you, not the bot
From Telegram (Premium)

If Telegram integration is enabled:

  1. Messages appear in your Telegram group
  2. Simply reply to any message
  3. Your reply goes directly to the user
  4. Bot is automatically paused for that conversation
Managing Live ConversationsConversation Panel

When in live support mode:

  • User info - Name, location, device
  • Chat history - Full conversation
  • Message input - Type your responses
  • Quick actions - End session, transfer, etc.
Real-time Features
  • Typing indicators - See when user is typing
  • Read receipts - Know when messages are read
  • Online status - User's connection state
  • Queue position - If using queue system
Ending Live SupportReturning to AI
  1. Click Return to AI button
  2. Bot resumes handling the conversation
  3. User continues with AI assistance
Closing Conversation
  1. Click Close Conversation
  2. Add resolution notes (optional)
  3. Conversation is archived
Best PracticesResponse Time
  • Respond within 30 seconds when possible
  • Set expectations if you'll be delayed
  • Use quick replies for common responses
Communication
  • Introduce yourself by name
  • Be professional but friendly
  • Use clear, simple language
  • Confirm understanding before closing
Documentation
  • Add notes to conversations
  • Tag important conversations
  • Record resolution for analytics
NotificationsDesktop Notifications

Enable browser notifications:

  1. Go to Settings > Notifications
  2. Enable Desktop notifications
  3. Allow in browser when prompted
Telegram Notifications

For Telegram-integrated bots:

  • All messages forwarded to group
  • Mention alerts for keywords
  • Reply directly from Telegram
Capacity ManagementSingle Agent
  • Handle one conversation at a time
  • Use "busy" status when unavailable
  • Set auto-response for offline hours
Team Setup (Future)
  • Multiple agents per bot
  • Queue distribution
  • Load balancing
  • Agent performance metrics
Next Steps