Choose what your AI agent offers

When your agent can't answer, or a visitor asks for a next step, it shows buttons under its reply. These buttons are your actions. You set them on AI agent, in the card What it can offer.

All the actions that are on are shown together, in the order of the list. Use the arrows to change the order, the switch to turn one on or off, Edit to change it, and the bin to delete it.

The agent writes the buttons in the visitor's language, even if you wrote them in another.

Add an action

Click Add action and choose a type. The type can't be changed later: to switch, delete the action and create a new one.

For every type you can set:

• Button label: the button visitors click. Leave it blank for the default.
• Visitor prompt: what the agent says when it offers this action. Leave it blank for the default.

Hand off to a human

The visitor asks to talk to your team.

• If someone on your team is Available in the live chat, the visitor is connected to them. See Answer visitors in live chat.
• If nobody is available, or your plan's live chats at once are all in use, the visitor gets a short form instead. You receive their details by email and in Leads, and the email's reply goes straight to the visitor.

Settings:

• Email to notify: where we send the visitor's details.
• Contact details to ask for: name and email are always asked. For Phone, choose Required, Optional or Not asked.
• Ask before connecting to a person: when on, visitors fill in these details before joining a live chat, so your team knows who they are. When off, they're connected straight away. A visitor who already gave their details in the same chat isn't asked twice.

Capture a lead

The visitor leaves their contact details, for example to get a quote.

• Email to notify: where we send each new lead.
• Fields to collect: name and email are always collected. You can add the phone number.
• Qualifying questions: up to 5 extra questions, as Free text or Single choice, each Required or not. The answers come with the lead.

Every lead appears in Leads and is emailed to you. Reply to the email to answer the visitor directly.

Open a link

A button that opens a page you choose in a new tab: your booking page, your pricing or your signup page, for example. The Link URL must start with http:// or https://.

Fallback reply

Under the actions, the Fallback reply is a sentence the agent says when it can't answer and no action is on. It's never a button. Leave it empty for none.

Test your actions

On Test AI agent, ask something your agent can't answer, then click the buttons. Test chats never connect to a live chat, so Hand off to a human always shows the form there. Test leads are marked Test and no email is sent.