Configuring LiveChat skills for your agent

Overview

Skills extend what the AI can do within LiveChat. Configure them on the Skills page. The following skill types are available.

Available LiveChat skill types

Transfer to Agent

Transfers the chat to a specific LiveChat agent using LiveChat's transfer_chat API. The agent dropdown on the skill form is populated live from your workspace. The conversation is also marked Escalated so the AI stops responding after transfer.

Transfer to Group

Routes the chat to a LiveChat group queue. Same escalation behaviour as agent transfer. Useful for routing to a team (e.g. Technical Support, Billing) rather than a specific person.

Tag Chat

Applies tags to the current chat thread. Tags appear in LiveChat reports and archives. Enter multiple tags as a comma-separated list. Tags are additive — existing tags on the thread are preserved.

Close Chat

Closes the current chat thread, ending the live session. The conversation is also marked as Resolved in Inquiru's database. Use the description to tell the AI exactly when to close — e.g. "Close the chat once the customer's question has been fully answered and they have confirmed they don't need anything else."

Add Internal Note

Sends a private message in the chat thread with visibility set to agents only — the customer cannot see it. Useful for summarising context before transferring, or leaving instructions for the human agent who takes over.