shopify/Live Agent Handoff

Live Agent Handoff

When the AI can't answer a question or detects customer frustration, it can seamlessly hand off the conversation to a human agent.

Accessing Live Agent Settings

Navigate to Live Agent in the Intufind app.

Live Agent Settings Screenshot: shopify-live-agent.png

Availability

Live agent handoff is available on:

  • Starter plan and above
  • Requires active subscription

Supported Providers

ProviderStatusCost
SlackAvailableFREE (with existing workspace)
WhatsAppComing Soon—
ZendeskComing Soon—

Setting Up Slack

Easy Setup (Recommended)

The fastest way to connect Slack:

  1. Navigate to Live Agent in the Intufind app
  2. Select Slack as your provider
  3. Click Add to Slack button
  4. Authorize the Intufind app in your Slack workspace
  5. Configure your support channel

Add to Slack Screenshot: shopify-slack-add.png

Note: Slack may show a warning that the app is not in their App Directory. This is normal for custom integrations. Click "Allow" to proceed.

Channel Configuration

After connecting Slack:

  1. Create a dedicated support channel (e.g., #customer-support)
  2. Add the Intufind app to this channel:
    • Right-click the channel → View channel details
    • Go to Integrations → Add Apps
    • Select Intufind
  3. Find the Channel ID:
    • In channel details, scroll to the bottom
    • Copy the ID (starts with C)
  4. Enter the Channel ID in Intufind settings
  5. Click Save Channel

Channel Configuration Screenshot: shopify-slack-channel.png

Manual Configuration (Advanced)

For custom Slack bots:

  1. Create a Slack app at api.slack.com/apps
  2. Add bot scopes: chat:write, channels:read, users:read
  3. Install to your workspace
  4. Copy the Bot User OAuth Token (starts with xoxb-)
  5. Enable Event Subscriptions with Request URL: [Cloud API URL]/live-agent/webhook/slack
  6. Create a support channel and add your bot
  7. Enter credentials in Intufind:
    • Bot User OAuth Token
    • Channel ID
    • Signing Secret
  8. Click Save & Validate Credentials

Handoff Behavior

Configure when and how conversations are handed off.

Handoff Behavior Screenshot: shopify-handoff-behavior.png

Enable Live Agent

  • Description: When enabled, customers can connect with human agents
  • Default: Disabled (until configured)

AI-Suggested Handoff

  • Description: AI proactively offers human help when it detects frustration or complex issues
  • Default: Enabled

Custom Escalation Criteria

Define when the AI should escalate:

Always escalate:
- Refund requests
- Order cancellations
- Billing disputes
- Account problems
- Requests requiring system access the AI cannot provide

Max: 1,500 characters

Manual Handoff Button

  • Description: Displays a "Talk to a Human" button in the chat
  • Default: Enabled

Business Hours

  • Description: Displayed when agents are unavailable
  • Example: Mon-Fri 9am-5pm EST

How It Works

  1. Customer requests help (or AI detects need)
  2. Conversation forwarded to your Slack channel
  3. Agent responds through Slack
  4. Messages appear in the chat widget in real-time
  5. Conversation ends when agent closes the thread or timeout occurs

Disconnecting Slack

To remove the Slack integration:

  1. Navigate to Live Agent
  2. Click Disconnect Slack or Delete Credentials
  3. The live agent feature will be disabled

Troubleshooting

"App not configured" error

  1. Ensure you've completed the Slack setup
  2. Verify the Channel ID is correct
  3. Confirm the Intufind app is added to your support channel

Messages not appearing in Slack

  1. Check the Channel ID
  2. Verify the Intufind app has been added to the channel
  3. Test with the "Add to Slack" button if using manual config

Customers not seeing agent responses

  1. Check your Slack workspace is connected
  2. Ensure the agent is replying in the correct thread
  3. Check Usage & Limits for quota issues

Next Steps