Our Livechat Bot is designed to quickly answer common questions, but when you need personalized assistance, our live support team is ready to help. This guide shows you how to seamlessly connect with a human agent during your chat session.
Why Connect with a Live Agent?
Complex Inquiries: When your question involves specific account details, personalized advice, or scenarios the bot cannot handle.
Immediate Solutions: Human agents provide in-depth guidance and real-time problem resolution.
Smooth Experience: Connection typically happens within seconds when agents are available.
How to Connect with a Live Agent
Our chat system makes it simple to request human support. You don't need to wait for specific prompts or navigate complex menus—just type a keyword to trigger the transfer.
Step 1: Start or Continue Your Chat
Visit our website or app and click the chat window (usually located in the bottom-right corner).
Describe your issue to the Livechat Bot. If the bot cannot fully resolve it, prepare to request a transfer.
Step 2: Enter Transfer Keywords
Type one of the following phrases directly in the chat input box (case-insensitive):
"live agent" – The most straightforward request.
"talk to human" or "connect to support" – Quickly triggers the transfer.
"I need human help" or similar variations.
Example conversation:
You: I forgot my password, what should I do?Bot: Please try the password reset link...You: live agentBot: Connecting you to a live agent. Please wait...
Step 3: Wait for Connection
The system immediately recognizes your request and transfers the conversation to an available agent.
Connection time is typically under 30 seconds. If all agents are busy, you'll receive an estimated wait time.
Your chat history is automatically shared with the agent to ensure they understand the context.
Important Notes
Availability: Live agent support is available daily from 9:00 AM to 12:00 AM (midnight) Sydney time. Outside these hours, transfers may be delayed or redirected to email support.
If Keywords Don't Work: Try more explicit phrases like "request human intervention." If transfer still fails, refresh the chat window and retry.
Privacy Protection: All conversations are protected under our privacy policy. Your information remains secure during transfer.
Feedback: After your chat ends, please rate your experience so we can continuously improve.
If you have additional questions or need more help center resources, feel free to ask in the chat. Thank you for your support—we look forward to serving you!