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This is a Paid extension that you need to first purchase via Marketplace
This extension requires to have access to External Chatbot extension, which is also available in the Marketplace for purchase

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Introduction

Seamlessly transition from AI to human support with the Live Real Human Agent extension. This powerful feature allows for real-time, direct communication with human agents within your external chatbot, ensuring that your users receive personalized, empathetic assistance when AI isn’t enough to address their needs. Whether it’s a complex issue, a unique request, or the need for more in-depth support, the Live Real Agent extension bridges the gap between automated responses and human expertise, delivering a smooth and efficient experience for both your users and your support team.

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Key Features and Benefits:

  • Agent Status: Human Agents can turn on and off their statuses
  • Real Time Notification: Human Agents can see real time incoming notifications and accept the request to step in and take over the chat communication
  • Custom Away Messaging: Customize messages for AI bots in case if agent status if off and continue the conversation with the user
  • Escalation Timeout : Set escalation timeone which is a time to wait for an agent before offering to return to AI mode.
  • Custom Trigger Phrases: Include your own custom trigger phrases or use the default ones.

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Extension Configuration

1

Step 1

Go to the Marketplace in Admin Panel and install Human Agent for External Chatbot extension after successfully purchasing it first.
2

Step 2

After installation is completed, go to AI Settings page in Admin Panel and click on Extensions tab there. Click on Human Agent for External Chatbot there.
3

Step 3

To control the settings of Human Agent exension, return to AI Settings page in Admin Panel and click on the Extensions tab, and select Human Agent extension.
  1. Turn on the checkboxes for Human Agent Feature and Human Agent Free Tier Access
    If you don’t turn on Human Agent Free Tier Access, then users who did not subscribe to any subscription plan where you have Human Agent feature enabled, will not have any access to this feature
  2. Set Escalation Timeout (seconds), Time to wait for an agent before offering to return to AI mode
  3. Include Custom Trigger Phrases if needed, otherwise it will by defualt listed for these:
    • ‘talk to a human’,
    • ‘live agent’,
    • ‘real person’,
    • ‘speak to someone’,
    • ‘human support’,
    • ‘connect me to agent’,
    • ‘live support’,
    • ‘talk to agent’,
    • ‘need a human’,
    • ‘customer service’,
    • ‘speak with a person’,
    • ‘real agent’,
  4. Set Away Message in case if Agent Status is set to Off.
  5. After you are done with configuration, click on the Save button.
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Step 5

Include your Pusher APP API keys in the .env file in the root directory of your script installation path.
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Step 6

Congratulations! You now have completed the Human Agent extension configuration. Proceed to the section below on how to use it.

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How to Use

Using Human Agent extension is very easy and straightforward.
  1. You first need to create External Chatbot in the External Chatbot extension, and make sure to include valid Pusher API keys in the .env file of the script.
  2. Next, embed your newly created External Chatbot on your preferred 3rd party website.
  3. Make sure that your Human Agent status is set to Active first of all in the Human Agent page in the User panel in Davinci AI.
  1. Once it is there, user can start a conversation with the chatbot, and by default it is first covered by AI using your LLM model that you selected during chatbot creation.
  2. By default, human agent can see all the communication, but cannot interact with them unless user asked for live human support, the conversations that had live human support request are highlited in:
  • Green*: (Active conversations that human agent has accepted),
  • Yellow: (Pending conversations that human agent didn’t accept yet)
  • Greay: (Resolved cases by human agent)
  1. During the converation in the chatbot, user can ask to “speak with a person” like in the example shown below, and he will see a message: Connecting to agent…
  1. On the Human Agent interface, a new conversation with yellow box will appear, and a new green Accept button will appear on the center of the screen as shown in the image below.
  1. As soon as Human Agent clicks on Accept button, a textarea will apear under the messages section of that conversation, and Human Agent can start the live conversation.
  1. Once agent accepts the conversation, user will see immediately a notifcation that A human agent has joined the conversation..
  1. And human agent can start the conversation with the user, also be aware that agent get AI Summary at the top of the messages so that it summarize what was conversation initially about, so that agent doesn’t have to read each and every message.
  1. After the conversation is over and agent helped out the user, agent can click on the Resolve button to close the case. After the case is resolved, human agent will no longer have access to the textarea field.
  1. User will get respective notification if conversation is resolved by the agent.
Congratulations! You have completed the human agent setup and usage.