The Human Support for External chatbot widget enables users to switch from automated AI responses to a real human conversation instantly. When activated, your chatbot can escalate discussions to a live agent without interrupting the chat experience.

This ensures better customer satisfaction by combining automation with real-time human assistance.

Overview

With this feature enabled:

• Visitors start with AI-powered responses.
• If additional help is needed, they can request live support.
• Human agents manage conversations directly from the Pixel-AI dashboard.
• All interactions happen in real-time.

Setup Guide

Follow the steps below to activate Human Support in Pixel-AI.

Step 1: Create & Configure Your Ably Account

Pixel-AI uses Ably’s real-time messaging infrastructure to power live chat.

• Sign in to your Ably dashboard.
• Open the API Keys section.
• Generate two keys:
  • Root Key → Used as your Private Key
  • Subscribe-Only Key → Used as your Public Key

Step 2: Add Ably Credentials to Pixel-AI

Once your keys are ready:

1. Go to your Pixel-AI Admin Dashboard.
2. Navigate to: API Keys → Ably Key.
3. Paste your Private Key (Root).
4. Click Save Changes.

Your real-time connection layer is now active.

Step 3: Enable Live Chat in a Chatbot

To allow human takeover inside a chatbot:

1. Open the Bots section in Pixel-AI.
2. Create a new bot or edit an existing one.
3. Locate the Interaction Mode setting.
4. Choose one of the following:
   • 🤖 AI Only
   • 💬 Human Only
   • 🔄 Hybrid (Recommended)

If Hybrid is enabled, users will see a support request option (such as “Talk to a Human” or similar) inside the chat widget.

Step 4: Managing Conversations as a Human Agent

To handle live chats:

1. Go to the Live Agent Panel in your Pixel-AI dashboard.
2. View incoming assistance requests.
3. Join the conversation.
4. Chat with users in real time.

Agents can reply instantly, take over from AI, and close chats when resolved.