Enable smooth transitions from bot to human agents directly within your flow. The LiveChat Handover step ensures that users with complex or sensitive requests can be routed to a live agent on Zendesk, Salesforce, Nice CXOne or ViaFlow with full context of the conversation.
Prerequisite
Before adding a handover step to your flow, make sure you’ve:
Connected a supported Agent Channel (Zendesk, Salesforce, Nice CXOne or ViaFlow) .
Verified that the credentials and identifiers for your agent platform are correctly configured.
How It Works
Add the Handover Step in your Flow Builder at the point where human intervention might be needed.
Customize system messages to let users know if an agent is available or not.
The bot automatically checks your connected agent platform to see if an agent is available:
✅ If available: the user is transferred to an agent, who sees recent chat history.
❌ If unavailable: fallback options like Quick Replies are shown, helping the user continue their journey.