ChatLik AI Live Support handoff

The ChatLik AI Live Support tile lists Subscribers Waiting for Human Support after a customer asks for a human or the AI escalates. While waiting, AI replies pause; you answer via live chat, then End Session & Re-enable AI when done.

Before you start

1. Enable Bot Connection and write handoff rules in agents/instructions («when to ask for a human»).
2. Train the team on Unified Inbox vs the ChatLik AI Live Support queue.
3. Agree on maximum response time for waiting subscribers.

Open the queue

1. From ChatLik AI open Live Support (chatlik_ai/live_support).
2. Click Refresh if needed. The table shows Name, Platform, Last Message, Time, Actions.
3. If you see “No subscribers waiting…”, AI is handling conversations.

Reply and end the session

1. Open the subscriber thread via Actions / live chat; read the summary if present.
2. Reply clearly and apply tags/notes per policy.
3. When human help is done, click End Session & Re-enable AI so the customer is not stuck without bots.
4. Test “I want a human” from AI Playground (Human quick prompt) and confirm the row appears.

After setup and verification

1. Document for the team: selected Page, who owns review, and when Playground was last tested.
2. Review day-one live replies, any error logs, and unexpected credit usage.
3. If price, policy, or hours change the same week, re-run the critical scenarios before trusting automation.
4. Keep a clear human escalation path when automation fails — never leave the customer without a fallback.

Ongoing quality control

1. Assign one owner to review this screen weekly so responsibility is not diffused.
2. On repeating customer complaints, reopen related settings and compare them with Business Profile and FAQ.
3. Log pause/edit decisions with a date so the next teammate knows what changed and why.
4. Do not treat setup as finished after the first save — review it with every new offer or season.

Practical tips

• Watch the queue at peak hours — do not rely on notifications alone.
• Wire agent rules for words like “human” and “complaint”.
• After End Session, verify AI resumes with a test message.
• Recheck permissions if Save/Refresh buttons disappear after a role change.

Common mistakes

• Leaving someone waiting without ending the session after resolution.
• Replying on the wrong channel then ending another subscriber’s session.
• Disabling human handoff entirely in instructions.
• Treating Save alone as success without a realistic customer scenario test.

Related: Live Support ops · Inbox · Agents.

Next step

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