Live chat handover

Outcome

By the end of this guide you will be able to:

• Set agents to online
• Add team members
• Configure working hours and limits
• Respond to live chats when users need a human

Prerequisites

• You can sign in to EBI's AI Studio
• Live chat is available in your plan
• You have at least one user who should act as an agent

Steps

1) Open Live chat

1. In the left navigation, select Live chat.
2. Confirm you can see the top tabs: Chat, Dashboard, Teams, History, Settings.

Use the tabs like this:

• Chat: handle active/queued chats.
• Dashboard: monitor live chat activity and performance at a glance.
• Teams: manage agents and their status.
• History: review completed and timed-out chats (filters and sorting may be available).
• Settings: configure working hours and chat limits.

2) Go online (required)

1. In the Chat tab, find Conversations.
2. Select Go online.
3. (Recommended) If you see Notifications are off, select Turn on.

3) Add team members (if needed)

1. Select the Teams tab.
2. Select Add member and add the agent(s) who should receive chats.

4) Set working hours and chat limits (recommended)

1. Select the Settings tab.
2. Under Working hours, set:
   • Timezone
   • Availability
3. Select Update.
4. (Optional) Under Set user maximum chats, set the maximum number of chats an agent can have at once, then select Update.

5) Review AI settings (recommended)

1. In the left navigation, select AI settings.
2. Under User Message Journey, review Step 1: Check for live chat agents first.

Tip: The exact handover behaviour can vary by plan and configuration. If you need help tuning when handovers happen, contact your EBI account team.

Verify

1. Set at least one agent to online.
2. Open Web Messenger on your website (incognito/private window recommended) and start a conversation.
3. Confirm the chat appears under Live chat → Chat.
4. After the chat is completed (or times out), check History to confirm it appears as expected.

Common issues

• Your inbox is empty: ensure an agent is online (Go online) and your handover behaviour is enabled/configured.
• Agents don’t receive chats: check Teams membership and the agent’s status.
• Chats time out or go unanswered: enable notifications and review working hours.
• Chats don’t end after inactivity: review working hours and chat limits in Settings, and confirm your plan’s inactivity rules with your EBI account team.

Agent best practices

• Keep at least one agent online during advertised hours.
• Use internal notes when transferring chats (if available).
• Track common handover reasons to improve automation coverage.

Related

• Web Messenger
• Testing
• Troubleshooting