Hi everyone,
We’re on the Growth plan and use the AI chatbot as our primary “agent.” When the bot isn’t confident in its reply, it shows a “transfer me to an agent” option. Once a visitor clicks that, the hand-off sequence begins and they also see a “Leave a note” fallback.
To keep customers informed when agents are busy, I added a trigger that displays our ticket form five minutes after the visitor requests a transfer—whether or not they click “Leave a note.” The form includes a message letting them know live agents are unavailable, so they can submit details immediately.
Current trigger settings:
- Run when: Visitor sends a chat message
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Conditions:
- Message equals “transfer me to an agent”
- Visitor still on site for 5 minutes
Issue:
Even if a live agent picks up within those five minutes, the form still pops up in the chat window at the five-minute mark. We want the form to appear only if no human agent joins within five minutes—and never if a human has already joined.
Unfortunately the built-in “Visitor served” Boolean remains true from the AI bot’s “service,” so it doesn’t reliably indicate a live-agent takeover.
What I’m looking for:
- A better trigger configuration or condition that recognizes a live agent has joined and cancels the five-minute form display.
- Any alternative approach or workaround (JS callback, webhook, custom field) to detect an actual human-agent pickup.
Thanks in advance for your suggestions!