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Tool: @initialize_live_chat

Hand off conversations to human agents with scheduling

Last updated on December 30, 2025

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

X. @initialize_live_chat
    - Proceed to Step Y.
Note: Always add "- Proceed to Step X." after the live chat step to continue the flow.

Example

Standalone live chat:
1. @ask_question: "What can I help you with?" @show_options["Technical issue", "Speak to a person"]
    - If "Technical issue", proceed to Step 2.
    - If "Speak to a person", proceed to Step 4.

2. @recommend a solution. @show_options["Issue resolved", "Still need help"]
    - If "Issue resolved", proceed to Step 6.
    - If "Still need help", proceed to Step 3.

3. @ask_question: "What's your email address?"

4. @initialize_live_chat
    - Proceed to Step 5.

5. @mention_specifically: "Thank you for your patience!"

6. @stop_playbook

Tips

  • Keep @initialize_live_chat on 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:
1. @ask_question: "What do you need help with?"

2. @recommend: a solution based on their request. @show_options["Issue resolved", "Connect me to a human"]
- If "Issue resolved", proceed to Step 6.
- If "Connect me to a human", proceed to Step 3.

3. @ask_question: "What is your email address?"

4. @ask_question: "What is your name?"

5. @initialize_live_chat

6. @stop_playbook
 

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