Live Chat with Human Consultants

Learn how to enable and use the Live Chat function in Botuj to take over conversations from the AI with a human consultant.

Botuj’s Live Chat feature allows human consultants to take over conversations directly from the AI chatbot. This hybrid approach ensures seamless handoff when users need personalized assistance — in real time.

💬 What Is Live Chat?

Live Chat enables your support or sales team to:

  • Take control of a conversation when AI responses are not enough
  • Send and receive messages in real time directly in the user’s chat window
  • Preserve user context for smooth transitions between bot and human

⚙️ How Is Live Chat Triggered?

There are two ways a conversation can be escalated to a human consultant:

1. User Requests a Human

When a user types a request like "I want to talk to a human", the chatbot will:

  1. Ask for the user’s email address
  2. Ask for a short description of the issue or topic

Once provided:

  • The chat window enters a waiting state
  • A banner appears in the user’s window indicating a consultant will join shortly
  • The user can cancel the request at any time

If canceled, the conversation in the panel will be marked with a "Waiting aborted" badge.

An email notification is immediately sent to the team. In the Botuj admin panel, a consultant can click "Pick Up" to join the conversation and start messaging the user.

2. Chatbot in Live Only Mode

Live Only Mode disables AI responses entirely and routes all conversations directly to a human consultant.

🔧 Live Only Mode Options:

  • Manual activation from Settings → LiveChat
  • Scheduled activation during chosen hours
  • Permanent activation (for fully human-led support)

In this mode:

  • The chatbot does not respond to messages
  • Conversations are automatically flagged as human-managed
  • There is no waiting state – users see a notification once a consultant joins
  • Conversations are not auto-closed, ensuring the user can return days later and continue the same thread

This is ideal for teams that want full control during business hours or special events.

📥 Notifications and Conversation Management

  • When a user requests a human, you'll receive an instant email alert
  • Consultants can reply from the Botuj panel, and the user sees the responses live
  • Messages remain threaded and persistent, so returning users can pick up where they left off

✅ Summary

Live Chat in Botuj bridges the gap between AI and human service:

  • Seamless AI-to-human handoff
  • Fully manual or on-demand control
  • Persistent conversations for long-term engagement

Want to activate Live Chat or switch to Live Only mode? Head to Settings → LiveChat and configure it to match your support strategy.