In today’s fast-paced digital world, businesses must provide efficient and seamless customer support. The QuickBlox Agent Desk and Smart Chat Assistant offer a powerful combination of AI-driven automation and human intervention to enhance customer service.
In this guide, we’ll walk you through the complete setup of the Smart Chat Assistant, how to integrate human handover, and how to manage conversations inside the Agent Desk.
How the QuickBlox Agent Desk & Smart Chat Assistant Work
Let’s first see the Agent Desk in action. When a user visits a website with QuickBlox integration and starts a conversation, the AI responds instantly. However, if the AI cannot answer a question, it will escalate the conversation to a human agent. The live agent seamlessly joins the chat, ensuring a smooth transition between automation and human assistance.
Step-by-Step Setup Guide
1. Configuring the Smart Chat Assistant
Access the QuickBlox Dashboard and navigate to the Smart Chat Assistant tab.
Click on Create New Assistant or choose an existing one.
Fill in your assistant’s details, including its avatar and name.
Navigate to the Knowledge Base and select your uploaded content for AI responses.
Enable Human Handover and select the appropriate escalation settings.
Click Save to finalize the setup.
2. Setting Up Live Agents in the Agent Desk
Go to the Agent Desk Dashboard.
If agents are already assigned, they will be listed here.
To create a new agent: Go to agents dashboard
Click Create Agent.
Enter their name, email, and password.
Click Create.
Share the signup link with the new agent for login and profile setup.
Agents can set their status (Online/Offline) and manage their personal settings.
3. Assigning Agents for Human Handover
Return to the Smart Chat Assistant tab.
Under Human Handover, select the available agents.
Click Save to ensure the AI can properly escalate conversations.
4. Configuring the Intake Form & Web Integration
Set up an Intake Form to collect user details before handover.
Customize your intake form with:
A Greeting Message: Example: “Hi! Let’s get some quick details before connecting you.”
Ending Message: Example: “Thanks! We’ll connect you shortly.”
User Questions: Add fields like name, contact details, inquiry type, or preferred appointment time.
- Once the user fills out the form, you can:
Show a summary of their responses.
Route them to an agent based on their input.
Send their data to a backend system via web-hook.
Update to save changes.
Click on the add to our website button.
Copy the website integration code snippet from the QuickBlox dashboard.
Paste the code into your website’s HTML or CMS platform.
Once integrated, the chatbot will collect user responses and escalate when needed.
5. Configuring without the Intake Form
Within my content, choose your knowledge base as your uploaded content.
Either by selecting websites, extracting your information from a single webpage, or using your uploaded files.
5. Managing Conversations & Reassigning Chats
In the Agent Desk Dashboard, all active conversations are displayed.
Agents can:
Respond to users in real time.
View past conversation history.
Export chat logs as a CSV file.
Use the Assign button to transfer a conversation to another agent.
The new agent receives a notification and takes over the chat.
Final Thoughts
By setting up the Smart Chat Assistant, human handover process, and Agent Desk, you can provide a seamless customer support experience that blends AI efficiency with human expertise.
Start optimizing your customer support today with QuickBlox!
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