# Chatbot to Live Agent Transfer Using Genesys

### **Overview**

This feature enables a seamless transition from an AI-powered chatbot to a live human agent in the integrated **CCaaS**, like **Genesys** within the same chat interface. It ensures that users receive real-time assistance when the chatbot cannot fully resolve their queries.

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### **Current Functionality**

* The chatbot talks with users through a chat system. It uses **GenAI** or **NLP tools** like **Amazon Lex** for its replies. Until now, all chats have been handled by the bot without human help.

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### **Why Live Agent Transfer?**

* In the real world, chatbots are often unable to solve every problem. Complex questions, personal help, or sensitive issues may need a human touch. This feature offers an easy way for users to switch from chatbots to live agents without leaving the chat. It provides a smooth experience, balancing automation with the care and knowledge of additional human support.

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### **Solution** 

* **Genesys CCaaS** enables live chat support. When users want to chat with an agent, the same chat window connects with **Genesys Cloud** in real time, so users can talk to a **live agent** without leaving the chat.

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There are two steps in completing Chatbot to Live Agent Transfer Using Genesys to iX Hello. Please follow the two documents:

{% content-ref url="/spaces/-M8XHvUsfyTUFLvToHqD/pages/8yOly2GpXL5n9xPue4l9" %}
[Genesys Setup](/ixhc/connections/chatbot-to-live-agent-transfer-using-genesys/genesys-setup.md)
{% endcontent-ref %}

{% content-ref url="/spaces/-M8XHvUsfyTUFLvToHqD/pages/rI25TrjsUx0Q9tLkChdP" %}
[iX Hello Setup](/ixhc/connections/chatbot-to-live-agent-transfer-using-genesys/ix-hello-setup.md)
{% endcontent-ref %}


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.ixhello.com/ixhc/connections/chatbot-to-live-agent-transfer-using-genesys.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.