Human Agent Support

DocQA's Enterprise plan includes built-in human agent support, allowing visitors to seamlessly escalate from AI to human assistance.

Overview

When a visitor types keywords like "human agent", "人工客服", "オペレーター", or "상담원", the widget detects the intent and triggers the configured human agent mode.

Modes

Enterprise customers can choose from 4 modes in Dashboard → Settings → Human Agent Support:

1. Disabled (Default)

AI continues to respond normally. No human agent handoff.

2. Contact Info Mode

When triggered, the widget displays the customer's pre-configured contact methods:

• Phone
• Email
• WeChat
• Telegram

The customer receives an email notification that a visitor requested human support.

3. Live Chat Mode

Real-time bidirectional chat via WebSocket:

1. Visitor triggers human agent → enters waiting queue
2. Widget shows queue position and estimated wait time
3. Customer sees pending request in Dashboard → Live Chat
4. Customer clicks "Connect" → WebSocket chat begins
5. Both sides can send messages in real-time
6. All messages are persisted to database

Features:

• Queue position and estimated wait time (configurable base wait + 5 min per person)
• Session restore on page refresh (via sessionStorage)
• Mode bar for quick switching between AI and human agent
• Idle timeout: 5-min warning → 1-min grace period → auto-disconnect
• Chat history saved to IndexedDB alongside AI conversations

4. Ticket Mode

Visitors submit a support ticket with:

• Contact info (phone/email/WeChat)
• Issue description

The customer receives an email notification and can manage tickets in Dashboard → Tickets with status workflow:

Open → Processing → Resolved → Closed

Configuration

1. Go to Dashboard → Settings
2. Scroll to Human Agent Support section
3. Select your domain (each domain can have different settings)
4. Choose a mode
5. Fill in contact methods (for Contact Info and Live Chat modes)
6. Set base wait time (for Live Chat mode)
7. Click Save

Trigger Keywords

The widget detects these keywords (case-insensitive):

Language	Keywords
Chinese	人工, 人工客服, 转人工
English	human, human agent, talk to human, talk to agent, real person
Japanese	オペレーター, 人間
Korean	상담원, 상담사

Dashboard Pages

Question Logs (Pro + Enterprise)

Dashboard → Questions — View visitor question analytics:

• Question text
• Domain
• Frequency (count)
• Last asked time
• Average response time

Live Chat (Enterprise)

Dashboard → Live Chat — Manage real-time chat sessions:

• Pending requests with visitor info
• Click to connect and start chatting
• Chat history for ended sessions

Tickets (Enterprise)

Dashboard → Tickets — Manage support tickets:

• Filter by status and domain
• View ticket details (description, contact, timestamps)
• Add processing remarks
• Status workflow: Open → Processing → Resolved → Closed

Plan Comparison

Feature	Free	Pro	Enterprise
Question Logs	-	✓	✓
Contact Info Mode	-	-	✓
Live Chat Mode	-	-	✓
Ticket Mode	-	-	✓