When setting up your chatbot, users with the Administrator role will have the option for chatbot participants to engage first with either 1] the bot or 2] a live chat agent. By default, 'Operation Mode' is set to Bot First.


To update the chatbot to live chat agent first, go to the Chatbot > Behavior Settings menu.  

  • The overall global default behavior (for all offices) is set on the "Default/No Office" tab.
  • The office-specific behavior is set on the "Office" tab.
    • To set the "Live Chat First" feature at the office level, you must first have already set up the subdomains for URL Matching for that office (on the "Look & Feel" settings page).


Select the "Edit" button either on the Default/No Office tab or select the Office tab, and navigate to the office you want to update.



Under the 'Operation Mode' dropdown select "Live Chat First".


Select "Save"


Office Specific User Experience


Once live chat first has been engaged on the bot, at the end of the welcome message on the URL matched webpages, the chatbot will ask the user if they would like to be connected to a live person if there is a live chat agent available. 


If no live chat agent is available, only the welcome message will display, and the chatbot participant will only be given the option to interact with the chatbot.



The chatbot participant will either select "Yes" or "No". 


If the chatbot participant selects "No", they will interact with the Chatbot. 


If the chatbot participant selects "Yes", they will be placed in the queue. 


Default/No Office User Experience


Once live chat first has been engaged on the bot, at the end of the welcome message, the chatbot will ask the chatbot participant what office they would like to reach.


After the chatbot participant selects an office, if there is a live chat agent available, they will be asked if they want to talk to a live person.


If someone is not available, the chatbot participant will engage with the chatbot.