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Live chat overview

Overview​

Live chat in Moveo connects AI automation and human expertise. When your AI agent meets a complex inquiry or reaches a handover point, a human agent can step in. The human agent gives personalized customer support with the full conversation context.

Customers get instant AI responses for routine queries and expert human help for complex issues, all in one continuous conversation.

Key capabilities​

✅ Unified conversation management across all integrated channels
✅ AI-to-human handover with full context preservation
✅ Department-based routing for specialized support teams
✅ Real-time collaboration tools and productivity features
✅ Queue management with intelligent wait time estimation
✅ Business hours support with automatic scheduling

Get started​

Enable live chat​

You turn live chat on or off for each environment:

  1. Go to your environment settings.
  2. Turn on the Chat toggle in the Human chat section, then select Save.
  3. Configure your human agents and departments.
The Human chat section of the environment settings with the Chat toggle turned on.The Human chat section of the environment settings with the Chat toggle turned on.

Essential setup steps​

  1. Add human agents: Invite team members with the right roles.
  2. Create departments: Organize agents by function, such as Support or Sales.
  3. Configure routing: Set up automatic conversation assignment.
  4. Set business hours: Define when each department is available.
  5. Set up handover triggers: Configure when the AI agent escalates to humans.

How it works​

To view all ongoing conversations in one place, live agents select the live chat icon at the top of the screen.

The live chat page groups conversations into these categories on the left side of the screen:

  • My Inbox: Displays all conversations that you are handling.
  • All: Displays all conversations from all live agents or AI agents.
  • Unassigned: Displays all conversations that no live agent has picked up. These are the conversations in which the end user is waiting for a live agent to take over.
  • Spam: Displays all conversations flagged as spam.
  • Trash: Displays all deleted conversations.

In live chat, you can see the conversations managed by the assistant, as well as the individual conversations handled by each agent.

On this page, you can pin teammates and departments to the top of the list.

  1. In the sidebar, hover over Teammates or Departments and select +.
  2. Select the pin next to the teammate or the department.
The Departments list of the inbox open next to the sidebar, with a pin for each department.The Departments list of the inbox open next to the sidebar, with a pin for each department.

AI agent activity​

In a web conversation that the AI agent handles, you can see the AI agent work on its reply. The message area shows the reply while the AI agent writes it, and a line that tells you the current step of the AI agent. After the AI agent sends its reply, the draft and the line go away.

The activity line shows one of these steps:

  • Searching the knowledge base
  • Calling a tool
  • Calling a webhook
  • Verifying the identity
  • Planning
  • Reviewing the answer
  • Handing over to an agent

When the step has a name, such as the name of a tool, the line adds the name after the step.

Spam detection​

Moveo looks for spam in the visitor messages of a conversation before the AI agent replies. Moveo does this on every visitor message, and on each message that looks like an attempt to manipulate the AI agent. Spam detection works on all channels except voice, and only while the AI agent handles the conversation.

When Moveo finds spam, Moveo flags the conversation as spam. The AI agent does not reply to that message, and Moveo ignores the later messages of the conversation. The conversation shows in Spam.

Actions​

A live agent can take the following actions:

  1. Reply to a conversation after selecting it from the left side of the screen.

    note

    When you reply to a conversation, you automatically assign it to yourself. For example, if you send a message to a conversation that an AI agent is handling, the AI agent leaves the conversation and Moveo assigns the conversation to you.

  2. Attach a file and send it in a conversation.

  3. Create and edit a quick response.

  4. Add a private note to a conversation, visible only to teammates.

  5. Send a template message on WhatsApp.

  6. Resolve a conversation after you solve the user's request.

  7. Assign the conversation to another live agent.

  8. Update the user's information (name, email, address, phone number) by using the right section of the screen.

  9. Tag a conversation.

  10. Flag a conversation as spam or delete it.

This recording shows how a conversation appears in Unassigned, and how a live agent opens it and writes a reply.

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