The Live Chat functionality in Chatfuel consists of two parts:

  1. a plugin that you can place somewhere in Flows to pause the bot, so users can start a conversation with a human

  2. a dedicated tab where bot administrators can manage conversations with users

The feature as a whole is useful whenever your chatbot can't answer a user's question, doesn't understand the what the user is saying, or when the user simply wants to talk to a human to solve their problem.

📌 Due to updated privacy laws in Europe, certain Live Chat functionalities won't work for EEA-based pages, pages with EEA-based admins, or EEA-based users. The typing animation won't display, for example.

Learn more about Facebook's 2020 policy updates for European Economic Area (EEA) countries.

Live Chat plugin

The plugin is what you add to your Flow. It will automatically pause the bot while the human takes over the conversation. While a Live Chat session is in progress, your Messenger chatbot will not respond to any AI rules or trigger the Default Answer block.

How to set it up

  1. In the Flows tab, add a new block. Click Actions → Live Chat

  2. Click the Live Chat plugin that appears to bring up its customization menu.

  3. Connect the Live Chat plugin to other blocks to send

Adding a Live Chat plugin in Flow Builder

There, you can:

Set a timeout — the amount of time the bot will wait for the user to respond to the live chat operator before it resumes its messaging flow.

Set up a dynamic menu — the user will need to click the icon with three lines in the chat to bring up this menu. It can only contain one option: to Stop live chat. You don't have to enable this menu. If you choose to, simply add text to it in the customization menu for this plugin.

Manage subscriptions — decide which of your bot's admins should receive live chat notifications from this plugin.

An example of a simple flow with Live Chat plugin

An example of a simple flow with Live Chat

Live Chat tab

The Live Chat tab is the other component of this functionality. It looks like most any other messenger interface, and it's the place where bot admins can manage conversations manually without leaving Chatfuel.

An Operator is only able to access the Live Chat tab. If you want to allow some of your teammates to handle conversations with live chat users, but don't want them to be able to access the rest of the bot’s settings or the connected Facebook page, add that person as an Operator.

Operators have conversations with people in the Live Chat tab. They don't have any access to other bot settings or Facebook page settings. If you want one of your team members to only respond to messages, assign them this role.

Opening a conversation

To pause the bot and open a conversation with a particular bot user, you need to either:

  • Find the user in the Inbox, Done, or All Conversations folder in the Live Chat tab, and send them a message.

  • Find the user in Chatfuel's People Tab, click on the Messenger icon, and send them a message.

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