AI Agents | LiveDesk Agents

LiveDesk currently integrates with AI Agent through GPTBots. After integration, the AI Agent can take over conversations in LiveDesk, continue replying to customers, and hand conversations back to human agents when necessary. Customers always send and receive messages through the original channel without switching communication entry points.

AI capabilities built into LiveDesk, such as message translation, issue classification, and reply optimization, are independent of the GPTBots AI Agent. AI Agent usage and top-ups are managed through the GPTBots platform and are not included in LiveDesk AI credits.

GPTBots and LiveDesk

Platform	Responsibilities
GPTBots	Create and configure the Agent, including the knowledge base, prompts, tools, reply boundaries, and human handoff strategies.
LiveDesk	Provide the API Key and API Secret for GPTBots authorization; bind the Agent to a channel; maintain conversation status and records; send AI replies back through the customer's original channel; and handle customer service after handoff to a human agent.

Before integrating, create an AI Agent for customer service in GPTBots. Then create an API Key and API Secret in LiveDesk under Project Settings > API Management, and complete authorization according to the LiveDesk integration instructions in GPTBots. After authorization succeeds, you can bind the Agent to the channels that need it.

AI Agent Conversation Handling

LiveDesk provides the following ways to hand conversations over to an integrated AI Agent:

Automatic channel reception: After enabling and binding an AI Agent to a channel, new conversations that match the channel's reception settings will enter AI processing status.
Rule Agent assignment: Use the Assign AI Agent node in Rule Agent to hand existing conversations that meet the conditions over to a specified AI Agent. This is suitable for scenarios such as having AI respond after information collection is complete or providing reception outside working hours.
Manual human-agent handoff: Customer service agents can manually switch the conversation status to AI-Replying, allowing the AI Agent to continue processing the conversation.

After the AI Agent takes over, the conversation enters the AI-Replying status. Subsequent messages sent by the customer are forwarded by LiveDesk to the AI Agent for processing. The AI reply is written to the current conversation record and sent through the original channel that the customer used to initiate the conversation. In addition, LiveDesk does not prevent human agents from sending messages while the AI Agent is replying. Human agents can still reply to customers while the AI is responding. To stop the AI response, change the conversation status to Open.

flowchart TD
    A[Conversation handed to AI Agent] --> B[Status changes to AI-Replying]
    B --> C[LiveDesk forwards customer message to AI Agent]
    C --> D[AI Agent generates a reply]
    D --> E[LiveDesk writes the conversation and sends it to the original channel]
    D --> F{Continue processing with AI?}
    F -->|Yes| C
    F -->|No or human assistance required| G[Hand off to Human Agent]

Status Changes After AI Agent Handoff

AI-Replying indicates that the current conversation is being answered automatically by the AI Agent. Based on the processing result, a conversation handled by AI can:

Change to Resolved, indicating that the current issue has been handled;
Change to Snoozed and re-enter processing at the specified time;
Change to Open for continued handling by a human agent;
Be manually switched or switched through Rule Agent to AI-Replying again, allowing the AI Agent to continue handling the conversation.

AI-to-Human Handoff

When the AI Agent initiates a handoff or can no longer process the conversation, LiveDesk stops the AI Agent's automatic replies and transfers the conversation to the human-handling workflow. The original message history is retained, allowing customer service agents to review the AI Agent's handling process in the same window before continuing to reply to the customer.

We recommend configuring the following fallback measures:

Clearly define the human handoff strategies in the AI Agent for requests to speak with a human, questions beyond the scope of the knowledge base, and sensitive issues;
Configure a Rule Agent in LiveDesk for AI Agent response exceptions, and use the Assign Agent node to specify a human agent or customer service team;
Confirm that the target human agent or customer service team has been added to the current channel's Human Agent list. Otherwise, the conversation will enter an unassigned status.

Operations Monitoring

In Insights, you can view AI Agent processing details, including the number of AI reply messages, unresolved and ongoing conversations, resolved conversations, the number of handoffs, and the handoff rate. The handoff rate is the proportion of conversations taken over by human agents among all conversations. It can be used to assess knowledge base coverage and the pressure on human fallback support.

Configuration Recommendations

Complete testing of the knowledge base, reply boundaries, and human handoff strategies in GPTBots before binding the Agent to a production channel.
Before using Flow or manually switching an existing conversation to let the AI Agent take over, confirm that the correct AI Agent has been selected.
Preconfigure a human agent or customer service team to handle conversations for each channel with an enabled AI Agent.