How to Tag Chats with Chatbot Messages
This article explains how to automatically tag conversations that involve chatbot interactions in LiveAgent. While there is currently no direct "chatbot" option in the "message added by" criteria, this guide provides a practical solution to distinguish between chatbot and human conversations.
Understanding the Limitation
LiveAgent does not currently offer a "chatbot" value in the "message added by" trigger that would allow you to tag conversations only when a chatbot actually sends a message. However, there is a workaround that leverages chat button configuration to achieve similar results.
Solution: Tag Chats Based on Widget Initiation
If your main goal is to distinguish between chatbot and human conversations, you can set up automation rules to tag chats based on the chat button used to initiate the conversation. This approach works because each chat initiated via a button with an active AI chatbot starts with the bot.
How It Works
When you create a rule that automatically tags every ticket created through a specific widget (chat button), you effectively tag all conversations that began with chatbot interaction. This provides a reliable way to identify chatbot-initiated conversations.
Implementation Steps
- Identify the chat button or widget that has an active AI chatbot enabled.
- Create an automation rule that triggers when a ticket is created from that specific widget.
- Set the rule action to automatically add a tag to identify chatbot conversations.
- Save and activate the rule.
Tagging Transferred Conversations
This solution also helps you maintain accurate tags throughout the conversation lifecycle. You can create additional rules to tag chats that have been transferred from the chatbot to a human agent, ensuring you have a complete picture of which conversations involved chatbot participation.
Future Improvements
LiveAgent is considering an improvement to introduce a rule condition based on message author type (agent-human vs agent-ai). This would provide more granular control over tagging based on who actually sent each message. Keep an eye on future updates for this enhancement.
Related Resources
For more detailed instructions and examples on implementing chatbot tagging rules, refer to the LiveAgent support documentation on chat automation and tagging strategies.