Activechat platform puts conversation automation first. It means that any new visitors will start their conversations from the chatbot, and live chat can be accessed only if a specific conversation is escalated to a live agent.
To connect your customer to a live chat agent, use the “Live chat” block in the conversation builder. The block settings are quite simple – it allows you to choose a specific agent or group to assign that chat to and defines the message that will be displayed to your customer while the agent is picking up the chat.
If the chat was not attended by a live agent, the “Error” exit from the “Live chat” block will be triggered after 180 seconds so that you can still handle this situation automatically and not make your customer wait forever.