Advanced Features

Live Chat Escalation

While AI chatbots excel at handling general inquiries, there are instances where human intervention becomes necessary. This could involve tasks like issuing refunds, modifying orders, or addressing queries beyond the chatbot's knowledge base. In such cases, enabling human escalation within the chatbot interface offers a smoother experience compared to redirecting users to email support. This guide outlines how to set up live chat escalation using Chat Data, enhancing your customer support capabilities.

Setting Up Live Chat Escalation

Live chat is not enabled by default but is freely available for both Standard and Professional plan users. Entry plan customers can also purchase the Live Chat package separately. Once Live Chat is part of your plan, access the Live Chat section under Settings to activate the Live Chat button, as illustrated below: Live Chat Settings Several parameters can be configured for live chat, including:

  • Live Chat Button Trigger: This button appears to users after an AI-generated response. It offers an escalation path to human support for users dissatisfied with the AI response or in need of further assistance.
  • Email Notification: Upon escalation, we'll send an email containing the chat history and relevant metadata to a designated address, keeping you informed of the escalation.
  • Zendesk Notification: For those with a Zendesk integration, an escalation will automatically generate a support ticket. For integration details, see Zendesk integration.
  • Live Chat Waiting Message: This message informs users that their request for human support has been acknowledged and advises them to await a response.

Handling Live Chat Escalation

Upon a user initiating a live chat escalation, you'll be notified via email or Zendesk ticket. Future updates will introduce SMS and app notifications for even more immediate alerts. Access your live chat dashboard through{chatbotId}/dashboard/live-chats to manage live chats as depicted below: Live Chat Dashboard The dashboard enables you to:

  • Retrieve chat history within a specified date range.
  • Filter chats by status (escalated, unassigned, in progress, or ended) or view only ongoing conversations.
  • Understand conversation statuses:
    1. Unrequested: The customer has not sought human support, and the AI chatbot manages the conversation.
    2. Unassigned: The customer has requested escalation but no active conversation with support has commenced.
    3. Open: An active conversation between support and the customer is underway, bypassing the AI chatbot.
    4. Ended: The conversation is marked as concluded, though it can be reopened if either party resumes chatting.
  • Directly initiate conversations without requiring a formal escalation request from the customer, immediately setting the status to Open.

The dashboard also displays each conversation's online status, with a green dot indicating an active customer and a red dot signifying they are offline. Customers can also see your availability status, enhancing transparency. Additionally, you can view customer IP addresses, countries, and submitted lead information.


We currently support email and Zendesk notifications to ensure timely management of live chat escalations. For immediate alerts, consider enabling push notifications for your designated email or through the Zendesk app. While email notifications are plan-dependent, Zendesk ticket creation is unlimited. We are also developing SMS and app notifications to further streamline the notification process, although this requires intricate design and development efforts.

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