What it does
Hands off the conversation from the AI agent to a human agent.When to use it
When the visitor needs human assistance, complex issue resolution, or requests to speak with a person.Usage Note
This tool works best on its own step without other tools.Requirements
HubSpot integration with live chat enabled.Configuration
Available in tool settings:Active Hours Schedule
Set available hours by day of week (Monday-Sunday) with specific time ranges and timezone.Offline Behavior
Choose what happens when agents are unavailable:- Show message: Display a customizable offline message
- Create ticket: Automatically create a support ticket instead
Offline Message
Custom text shown when agents are unavailable (if message behavior selected).Syntax
Example
Standalone live chat:Tips
- Keep
@initialize_live_chaton its own step for best results - System automatically handles availability checking
- Add ”- Proceed to Step X.” after the live chat step to continue the flow
- Collect email address before initializing live chat for better routing
- Configure realistic active hours
Example Pattern
Recommended approach:Learn More
- Getting Started with Playbooks - Overview and all tools
- Core Concepts & Structure - Understanding playbook structure
- Complete Playbook Examples - See live chat escalation
- Troubleshooting Guide - Live chat setup issues