To add human support to your BotSailor WebChat, first connect your website WebChat bot inside Chatbot Manager. This creates a chat with human chatbot experience where visitors can move from automated replies to real support. Open the bot and go to Automation → Quick Actions → Chat with Human to configure the message visitors will receive when requesting an agent.
Next, go to Automation → Keyword Replies, create a new bot reply, build the conversation in the Flow Builder, add a text message, and then add an Action Type Button. Configure that button as a System Default Action Type and select the previously configured Chat with Human action.
The basic process is:
Chatbot Manager → Connect WebChat Bot → Automation → Quick Actions → Chat with Human → Configure Message → Keyword Replies → Create Bot Flow → Add Text Reply → Add Action Type Button → System Default Action → Chat with Human → Save → Test
BotSailor officially supports keyword-based responses and visual conversation flows for WebChat, while its action buttons include Chat with Human for live-agent escalation. This chatbot to human transition helps businesses create a smoother support journey.
Prerequisites
Before starting, make sure you have:
A BotSailor account.
A website you want to use with BotSailor WebChat.
A WebChat bot connected to your website.
Access to the Chatbot Manager.
A basic WebChat bot or keyword reply that visitors can interact with.
A human agent or team member available to respond when a visitor requests human assistance through a human handoff chatbot workflow.
If WebChat has not yet been installed on the website, BotSailor provides an embed code that can be placed on the website to display the chat widget. Its official guide also recommends testing the installed widget by opening it on the site and triggering a configured keyword.
Step-by-Step: Set Up Chat with Human for BotSailor WebChat
Step 1: Go to the Chatbot Manager
Log in to your BotSailor account and open the Chatbot Manager.
Here you can see the bots or accounts that you have connected to BotSailor.
Select the WebChat bot that you want to configure.
For example, in the screenshots provided for this tutorial, the WebChat bot is named Chatboost.
BotSailor allows users to create a Chat with Human flow by setting trigger keywords, adding response messages, and connecting a system action button for human support escalation.
Step 2: Connect or Select Your WebChat Bot
Before configuring the human-chat option, make sure your WebChat bot is properly connected to your website.
Select the WebChat bot from the Bots / Accounts panel.
Once selected, you should see the main management sections for that bot, including options such as:
Automation | Data Collection | AI | Engagement | Integrations
BotSailor’s WebChat system supports visual automation, keyword replies, lead collection, AI, and live-agent handoff from the same website-chat ecosystem.
Step 3: Open the Automation Section
After selecting your WebChat bot, click:
Automation
You should now see several automation options, including:
Keyword Replies | Follow-up Sequences | Quick Actions | Postbacks | Outbound Actions
For this setup, start with Quick Actions.
Step 4: Open Quick Actions
Click:
Automation → Quick Actions
Inside Quick Actions, you should see several system actions.
Depending on your BotSailor configuration, these can include options such as:
No Match
Un-subscribe
Re-subscribe
Chat with Human
Chat with Bot
BotSailor identifies Chat with Human as a system action for switching a user from bot automation to a human agent. This live agent chatbot setup allows users to connect with a real person when automated answers are not enough. Chat with Bot can later be used to return the user to automated interaction.
Recommended Screenshot
Use your attached screenshot showing:
Chatboost → Automation → Quick Actions → Chat with Human
The red arrows in the screenshot make this step especially easy for readers to understand.
Step 5: Configure the “Chat with Human” Message
Click the Chat with Human option.
BotSailor will open the flow associated with this system action.
Here you can configure the message that will appear after a visitor requests human assistance through the chat with human chatbot flow.
For example:
Thanks! It is a joy to speak with you. One of our staff members will respond as soon as possible. Simply click the button below to chat with me once more.
You can customize this text according to your business.
A more typical customer-support message could be:
Thanks for contacting us! A member of our support team will respond as soon as possible. Please stay in the chat while we connect you with a human agent.
BotSailor states that the Chat with Human action can be configured with a waiting message and can temporarily stop bot replies while a human takes over.
Optional: Human Chat Email Notification
BotSailor also provides a Chat with Human Email configuration that can be used to notify an email address when someone asks for human assistance.
This is useful when your support agents are not continuously watching the live-chat dashboard.
After connecting the chatbot flow blocks, users can save the completed BotSailor automation workflow to activate the human handoff process.
Step 6: Go to Keyword Replies
After configuring and saving the Chat with Human action, return to:
Automation → Keyword Replies
The Keyword Replies section is where you can create conversations that are triggered when a visitor sends a particular keyword or message.
BotSailor’s bot-reply system maps user-triggered keywords to predefined chatbot flows, and the WebChat Bot Manager uses a similar bot-management structure to its other supported channels.
Recommended Screenshot
Insert your Keyword Replies screenshot here.
It clearly shows:
Automation → Keyword Replies → + Create
The Keyword Replies section in BotSailor allows businesses to create keyword-triggered chatbot conversations that guide visitors toward human assistance.
Step 7: Create a New Keyword Reply
Click the + Create button.
Create your bot reply and provide an appropriate Reference Name.
For example:
Chat with human
You will then configure the keyword or trigger that should launch the flow.
Possible keywords could include:
human
agent
support
speak to human
chat with human
customer support
Try to use keywords that reflect what your website visitors are likely to type.
BotSailor allows users to create a Chat with Human flow by setting trigger keywords, adding response messages, and connecting a system action button for human support escalation.
Step 8: Build the Bot Flow
After creating the keyword reply, open it in BotSailor’s Visual Flow Builder.
BotSailor’s Flow Builder is a visual drag-and-drop system that allows messages, buttons, interactive elements, conditions, integrations, and other components to be connected into a conversation flow.
Your attached screenshot shows a structure similar to:
Actions → Start Bot Flow → Text
This is where you will build the conversation that eventually gives the visitor the option to request a human.
Step 9: Add a Text Reply
From the left side of the Flow Builder, find the Text block.
Drag it onto the canvas and connect it to your existing bot flow.
Add a simple message such as:
Hello there! How can I help you today?
Or:
Need more help? You can speak directly with one of our team members.
The purpose of this message is to introduce the talk to human chatbot option before displaying the button.
Step 10: Add an Action Type Button
Inside the message block, select:
Add Buttons
Create a button such as:
Chat with Human
Now you need to configure what happens when visitors click that button.
This is the most important part of the setup.
The Configure Button settings connect the chatbot button with BotSailor’s Chat with Human system action, enabling automated conversations to move toward human support.
Step 11: Select “System Default Action Type”
For the button's action, choose:
System Default Action Type
This means the button will call one of BotSailor's predefined system actions rather than opening a normal URL or launching an unrelated custom action.
Select:
Chat with Human
Choose the Chat with Human action that you configured earlier in Quick Actions.
This connects your bot-flow button to the chatbot to human process and completes the human handoff chatbot setup.
BotSailor’s documentation confirms that its Chat with Human action is specifically intended to route users from automated chatbot interaction to a live agent.
Step 12: Connect the Flow Correctly
Check that every block is properly connected.
A simplified version could look like:
Keyword Trigger
↓
Start Bot Flow
↓
Text Message
↓
Chat with Human Button
↓
System Default Action
↓
Chat with Human
↓
Human Support
The connection is important because a block that is created but not linked into the conversation path will not behave as expected when the flow runs.
Step 13: Save the Bot Flow
Once everything has been configured, click:
Save
Make sure you save both:
The Chat with Human Quick Action configuration
The Keyword Reply bot flow
BotSailor’s documentation recommends saving the changes after customizing system actions or flows.
Step 14: Test the Chat with Human Option on Your Website
Now open your website.
Open the BotSailor WebChat widget and enter the keyword you configured.
For example:
human
or
support
The bot should first display your text message and then show the:
Chat with Human
button.
Click the button.
The configured Chat with Human message should now appear.
BotSailor similarly recommends testing WebChat by opening the website widget and typing the keyword configured to trigger the bot.
Success Verification
You can confirm that everything is working when a conversation follows this sequence:
Visitor sends message/keyword → Bot responds → “Chat with Human” button appears → Visitor clicks the button → Human-support waiting message appears → Conversation becomes available for human assistance.
Your attached WebChat screenshot provides a good example of the expected front-end result:
The visitor sends “hi.”
The bot sends its welcome response.
A Chat with human button appears.
The visitor selects it.
The bot displays the configured human-support message.
BotSailor describes its WebChat platform as supporting seamless live-agent handoff, with agents able to take control of conversations when visitors require a real person.
Troubleshooting
The “Chat with Human” button does not appear
Check whether you actually added the Action Type Button to the text block and whether that block is connected to the active bot flow.
Also confirm that the correct keyword is triggering the correct Keyword Reply.
Clicking the button does nothing
Open the button configuration and verify that its action is:
System Default Action Type → Chat with Human
Do not accidentally configure it as a normal button action.
The wrong message appears
Go to:
Automation → Quick Actions → Chat with Human
and check the text configured in that system action.
Edit the message and save it again.
The keyword does not trigger the bot
Check your Keyword Replies configuration.
Make sure the visitor is typing the keyword that was assigned to the bot reply. BotSailor recommends using clear keyword triggers and avoiding overlapping keyword conditions that could cause multiple flows to compete.
The human agent does not receive an email
If you want email notifications, check the Chat with Human Email setting in BotSailor's configuration settings and verify that a valid notification email has been configured.
The bot continues replying while the agent is talking
Review your live-chat and bot-reply settings. BotSailor includes controls for disabling automated bot responses when agents are handling conversations.
Next Steps
Once the basic human-handoff flow works, you can improve it further.
For example, you can add options such as:
Sales Support | Technical Support | Billing Support | Talk to Human
Each option could guide the user through a different flow before handing the conversation to an agent.
You can also configure Chat with Bot so a visitor can return to automation after the live conversation is complete. BotSailor specifically provides this system action for moving users back to the chatbot after a human conversation.
For a more advanced WebChat setup, BotSailor also supports AI-based responses, lead collection, Google Sheets/API integrations, keyword automation, and live-agent handoff.
