TL;DR:
BotSailor's Chat with Human feature allows businesses to transfer chatbot conversations to a live support agent. When a user needs human assistance, the chatbot can trigger a human handoff, stop automated replies, and connect the customer with a support team for better service.
How Chat with Human Works in BotSailor Facebook Messenger Automation
Quick Answer (TL;DR)
To use the Chat with Human feature in BotSailor, navigate to Live Chat in your dashboard or add a Human Agent / Pause Bot block inside the Visual Flow Builder. When a user requests human assistance, BotSailor automatically pauses the automated bot flow for that conversation, sends a real-time notification to your team, and allows support agents to take over and reply directly to the user in real time.
Prerequisites
Before configuring the human takeover flow:
●Active BotSailor Account: Access to the BotSailor dashboard.
●Connected Channel: A Facebook Page, WhatsApp, Telegram, Instagram, or Webchat widget connected under Connect Account / Chatbot Manager.
●Team Members Assigned: Agents added under User Management / Agency Settings to handle incoming human chat assignments.
Complete Flow Structure
User Request (Keyword/Button) → Action Block (Chat with Human) → Bot Replies Paused → Alert in Live Chat → Manual Conversation → Click "Resume Bot"
Step-by-Step Configuration Guide
Step 1: Open Chatbot Manager
1Log in to your BotSailor dashboard → Chatbot Manager
2From the left sidebar, select your connected Facebook Page (e.g., funny videos).
3Go to Automation → Quick Actions
4Under Action Buttons, click Chat with Human
Open BotSailor Chatbot Manager and select the connected channel or page to configure Chat with Human.
Step 2: Open Flow Builder
● Navigate to Bot Reply in the left menu.
● Click Create to start a new flow.
Open Bot Reply and create or edit a chatbot flow in the BotSailor Visual Flow Builder.
Step 3: Set Up User Trigger
Configure how users request a human agent:
Step-by-step configuration
Step-by-Step: Configure Reference in BotSailor
●Double-click Start Bot Flow (Point 1).
Open the Configure Reference settings.
●Set Trigger Keywords (Point 2).
Enter the following keywords: human, agent
●Select Keyword Matching Type (Point 3).
Choose String Match.
This allows the bot to recognize similar keyword phrases in customer messages.
●Set Reference Title (Point 4).
Enter: Chat with human
●Save Changes (Point 5).
Click the blue Save Changes button at the bottom-left corner.
●Save Automation (Point 6).
Click the green Save button at the top-right corner.
Configure trigger keywords or a Talk to Agent button to let users request human assistance.
Step 4: Attach the "Chat with Human" Action Button
Step-by-step configuration
1Select the Button (Point 1).
Click the button block in the message flow to open Configure Button.
2Set Button Title (Point 2).
Enter: Talk to agent
This is the text customers will see on the button.
3Select Button Action (Point 3).
Choose: System Default Action Button
4Select Action Type (Point 4).
Choose: Chat with human
This allows customers to request assistance from a human agent.
5Save Changes (Point 5).
Click the blue Save Changes button.
BotSailor Visual Flow Builder showing the Chat with Human action block connected to a trigger
Step 5: Test and Verify the Flow
●Send Trigger Keyword: Open your messaging app (Facebook Messenger, WhatsApp, Instagram, or Telegram) and send your trigger keyword (e.g., human or agent) to your bot.
●Verify Bot Pause Status: Confirm that the bot sends your automated acknowledgment message and stops replying automatically to subsequent messages.
●Check Shared Inbox: Log in to your BotSailor dashboard, click Shared Inbox in the left sidebar, and filter by Paused to verify that the conversation appears
Test the Chat with Human trigger in Messenger by sending a keyword such as “human” and verifying the handoff.
Testing the "Chat with Human" Trigger Keyword in Messenger
Managing Paused Conversations in BotSailor Shared Inbox
Check the BotSailor Shared Inbox to find conversations paused for human agent assistance.
Common Troubleshooting
●Bot continues replying after the user requests a human agent: Check that the trigger keyword or button is directly connected to the Chat with Human action block and save the flow.
●Human agent does not receive the conversation: Check team member permissions under User Management and verify the Shared Inbox filter is set to Paused / Human Interventions.
●Chat with Human trigger does not work: Review the configured keywords or Talk to Agent button and confirm they are connected to the correct flow.
●Conversation remains paused after the agent finishes: Open the conversation in Live Chat / Shared Inbox and click Resume Bot.
●Automated acknowledgment message is not sent: Add an acknowledgment message before the Chat with Human action to inform the user that an agent will assist them.
●Agents cannot manage incoming human chats: Check the team member setup and ensure the assigned agents have the required access to handle incoming conversations.
