Chatbot guide

Test your bot and handle handoffs

Make sure automation works — then know how to take over as an agent.

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Step-by-step
1
Open your site in incognito

Avoid caching. Click the chat widget.

2
Test knowledge base

Ask a FAQ question you added. Bot should answer from Knowledge Base.

3
Test bot flow

Type a trigger keyword (e.g. pricing). Buttons should appear. Click each option.

4
Test handoff

Type agent or click a handoff button. Bot should say it is connecting you.

5
Check Conversations

Dashboard → Conversations. Handoff chats show "Needs agent" badge.

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6
Reply as agent

Open the conversation → type reply → Send. Visitor sees your message on the website.

7
Check lead created

Social and web chats can create leads automatically when visitor info is captured.

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Words that always trigger handoff
  • agent
  • human
  • person
  • support
  • talk to agent
  • live agent
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