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🎧 Live Chat (Handoff)

Live Chat Handoff

FRENZY.BOT allows for a seamless transition from AI-driven support to real-time human interaction. The Live Chat portal is where support agents manage these active handoff requests.

🔔 Active Requests

The sidebar displays a real-time list of users currently requesting human assistance: - Pending: New requests where the user is waiting for an agent to join. - Active: Conversations currently being handled by a support representative. - Online Status: A visual indicator (green dot) shows if the user is currently active in the chat window. - Ringtone Alerts: If enabled in settings, a notification sound will play when a new handoff is requested.

💬 Real-time Interaction

The main chat area provides a professional support environment: - Full Context: When an agent joins, they can see the previous dialogue between the user and the AI to understand the issue without asking repetitive questions. - Typing Indicators: See when the user is drafting a response. - Markdown Support: Agents can use markdown for bold text, lists, and links to provide clear instructions.

🛠️ Resolution & Handoff Logic

  • Resolve Conversation: Once the issue is handled, click "Resolve" to close the human session. The AI will then take back over for future queries.
  • Automation: The AI can be programmed to trigger handoffs automatically based on specific intents (e.g., "I want to talk to a person") or sentiment analysis.