Real person join the webchat
Is it possible to create, that real person can join or watch the voiceflow webchat and talk with customer?
1 Reply
At the moment the Voiceflow web-chat widget is designed for fully-automated conversations handled by your Voiceflow agent.
• It does not include a built-in “live-agent console”, so a human can’t simply “join” the existing widget session and start chatting from inside Voiceflow.
• If you need human hand-off you have two common options: 1. Integrate a 3rd-party help-desk/live-chat tool that already provides an agent console (e.g. the community app Converso – AI + human agent help-desk, or any other platform that supports webhooks / APIs). From your Voiceflow flow you decide when to escalate, pass the conversation transcript / user info through an API Step or Function, then pause or end the bot session while the human takes over. 2. Build your own agent-handoff service with the Dialog Management API + Transcripts API. You can stream each turn to your own back-end, notify a human when escalation is required, and let the human answer by sending the next user/assistant messages back through the Dialog API. In short: a real person can participate, but it requires an external live-chat solution (or custom code) that you connect to Voiceflow via API; it is not a one-click feature of the web-chat widget today. Docs: https://docs.voiceflow.com
• It does not include a built-in “live-agent console”, so a human can’t simply “join” the existing widget session and start chatting from inside Voiceflow.
• If you need human hand-off you have two common options: 1. Integrate a 3rd-party help-desk/live-chat tool that already provides an agent console (e.g. the community app Converso – AI + human agent help-desk, or any other platform that supports webhooks / APIs). From your Voiceflow flow you decide when to escalate, pass the conversation transcript / user info through an API Step or Function, then pause or end the bot session while the human takes over. 2. Build your own agent-handoff service with the Dialog Management API + Transcripts API. You can stream each turn to your own back-end, notify a human when escalation is required, and let the human answer by sending the next user/assistant messages back through the Dialog API. In short: a real person can participate, but it requires an external live-chat solution (or custom code) that you connect to Voiceflow via API; it is not a one-click feature of the web-chat widget today. Docs: https://docs.voiceflow.com