Setup
Live agent is a PRO feature. Human agents take over chats from the assistant once it is enabled and configured.
Settings
On Live agent → Settings, enable the feature with the Activate live agent toggle at the top of the page. Then configure:
- AI instructions — a textarea where you define the rules for when the AI should trigger handoff to a live agent.
- Pre-chat form — fields for Name, Email, and Message. This runs as a conversational form so you learn who the user is and why they need a human before the conversation is handed off and an agent takes over.
- Session timeout — how long the visitor can wait at most until a live agent connects.
- Waiting message — copy shown while the visitor is in that waiting period.
- No live agent message — copy shown when there is no live agent to take the chat.
Adding agents
To add a new agent, go to WordPress → Users, create a user, and set their role to Agent. Send the invitation so WordPress emails them. That message includes a link to the Live Agent console (PWA); they open it, sign in, and manage their profile there. For working in the console day to day, see the PWA application article in this section.