Live Agent Support — Short Feature Summary

We need to add a Live Chat Agent system with the ability to switch between AI bot handling and human agent support. (Note: this inbox should support all channels that the system supports) Seperate each Chat not combining the inbox of all this is confusing.

A single interface where agents can:

View and filter conversations (Open, Pending, Assigned to Me, Closed).

Claim or be assigned chats.

Reply in real time (text + optional media).

View full conversation history (bot + user).

Change status of a conversation (Open → Pending → Resolved/Closed).

System must support these states:

State

Behavior

Bot Active

Bot replies normally

Waiting for Agent

Bot pauses until an agent accepts

Agent Live

Agent controls the conversation; bot muted

Closed / Resolved

Session completed; bot may restart if user messages again

Support:

Manual assignment

Automatic round-robin assignment

(Future) Skill-based routing

Conversation switches from bot to agent based on:

Keywords (e.g., "human", "help")

Failed bot responses (X attempts)

A dedicated bot flow block: Transfer to Agent

(Future) Sentiment detection

Agents should receive notifications when a chat is assigned or escalated

Agents can set status as:

Available

Away

Offline

Routing only assigns to Available agents.

Agents must see:

Full message history

Customer details (name, device, channel)

Any collected bot form data

Once resolved, the agent marks chat as Closed/Resolved, and the system may return to bot mode if the user continues messaging.