Actions
Live Chat
Escalate selected conversations to live human support when the chatbot should stop answering.
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Escalate selected conversations to live human support when the chatbot should stop answering.
Configuration
Setup checklist
- A support team or queue
- Escalation criteria
- Business-hour expectations
- Fallback language when agents are unavailable
Human handoff behavior
- Define when the chatbot should stop answering.
- Set the customer waiting message.
- Choose the support queue or help desk path.
- Configure unavailable-agent fallback text.
- Test during and outside business hours.
| Area | Check before launch |
|---|---|
| Trigger | The chatbot knows when this action should and should not run. |
| Data | Only required customer fields are sent to the action or external system. |
| Success state | The customer sees a clear confirmation after the action completes. |
| Fallback | The chatbot has a safe reply when the action fails or cannot run. |
Production check
After the action works in a test conversation, review the customer-facing text, fallback behavior, and any data sent to external systems.
Validation
- Open the selected chatbot.
- Enable or connect the action.
- Configure the required fields.
- Trigger the action in Playground.
- Confirm the result in the connected tool or help desk.
- Review the customer-facing message before launch.