harsh-harlequin•3mo ago
LIVE CHAT INTEGRATION
Hello, what is the ebst way to include live chat integration while keeping the voiceflow widget.
I have seen things like chat-dash and Tixae but maybe the pricing is a bit off, since the only thing I want to do is just include this functionality.
Maybe building one myself using the API?
2 Replies
Hi there! You can absolutely integrate live chat functionality while keeping your Voiceflow widget. One common approach is to use a custom action step that “hands off” the conversation from your Voiceflow Web Chat to a live agent platform. Here are a couple of methods you might consider:
• Using our custom action and Chat UI Kit to trigger a live chat handoff – for example, many developers use platforms like Intercom. With this approach, your Voiceflow widget remains active until you seamlessly pass the conversation to a live agent via a custom action.
• If third-party tools like Chatdash or Tixae don’t fit your needs or pricing, you can build your own live chat integration using the Voiceflow Dialog Manager API. This typically involves creating an intermediary server that maintains a WebSocket connection with the widget to exchange messages between your Voiceflow agent and your live chat system. When the live chat session is active, the custom action can temporarily stop the Voiceflow conversation and switch to live support.
For more details on setting this up, you might want to check out our guide on live chat handoff which includes video tutorials and sample projects. You can start with our custom action documentation here:
https://docs.voiceflow.com/docs/custom-actions And here’s a video walkthrough on building a live chat handoff (using Intercom as an example):
https://www.youtube.com/watch?v=aee69aOnjSw This should provide a solid foundation whether you choose a third-party platform or decide to build your own integration. Happy building!
https://docs.voiceflow.com/docs/custom-actions And here’s a video walkthrough on building a live chat handoff (using Intercom as an example):
https://www.youtube.com/watch?v=aee69aOnjSw This should provide a solid foundation whether you choose a third-party platform or decide to build your own integration. Happy building!
harsh-harlequin•3mo ago
Easiest way would be using tixae. Otherwise its gonna be a hard way 😄