The LiveChat channel allows seamless communication between customers and human agents via BIK, even when interacting through Manifest AI. Once the store installs both BIK and Manifest, customers can switch between Manifest AI assistant and BIK agents smoothly.
How LiveChat Works with Manifest
LiveChat messages are visible in BIK under the LiveChat channel.
Agents can view all previous conversations when the chat is reassigned or reopened.
If the chat is closed, users are shown “Connect again” and “Chat with AI” options.
Recent chat history and assistant options are visible when a user returns after some time.
File Support
Supported: PDF, JPG, PNG, JPEG (up to 5MB).
If a file exceeds 5MB, users will see an error banner.
Agent Handoff Experience
During the handover from Manifest AI to a human agent, past conversation is added as a private note for quick context.
Users can switch between Manifest AI and LiveChat anytime.
All existing ticket assignment logic applies to LiveChat tickets.
If the ticket is in queue, a loading state is shown until an agent is assigned.
Analytics Support
LiveChat is integrated into all relevant analytics and reporting sections across the BIK dashboard.
Limitations
Variables and variable replacements are not supported.
Limited formatting support: Only bold text is allowed.
Hyperlinks are not supported.
Reset Chat clears only the Manifest AI chat, but in Manifest Playground, it also clears LiveChat history.
Steps to Connect LiveChat
In BIK:
Go to BIK Settings in your dashboard.
Under Channel Management, click Connect Channel.
Locate Live Chat under Business Messaging.
Click Connect to enable LiveChat.
In Manifest:
Navigate to Agent Handover tab in Manifest Customize Dashboard.
Find BIK Live Chat – it will show Connected if already enabled in BIK.
If not, click Connect.
In Business Hour Settings, add LiveChat to working/non-working hours.
Click Save in the settings modal.
Steps for a Customer to Connect with Agent
Visit your Shopify website.
Open the Manifest AI Assistant.
Type something like “I want to connect with agent for order enquiry.”
The assistant will show all connected handover options.
Choose BIK LiveChat, then click Contact Support.
Fill in your name, email, and phone number.
Submit the form.
BIK assigns an agent – you'll see “You are now connected to {{agent name}}. Please provide any additional details to assist you better.”.
Navigate to the Helpdesk section in the BIK dashboard.
Use the Channels Filter to select LiveChat tickets.
Locate the open ticket and start interacting with the customer from Manifest.
If no agent is available, you'll see a “Our agents are currently offline, but our AI assistant can help!” message and a “Try Again” button.
FAQs
1) What happens if BIK is not installed on my Shopify store?
If BIK is not installed, a banner will appear under the Agent Handover section in the Manifest Customize Dashboard, indicating that BIK Live Chat is not connected. You’ll need to install and configure BIK to enable the Live Chat integration.
2) What happens if the agent is unassigned?
Currently, the system displays only two states: Agent Assigned and Agent Closed. There is no specific indication shown when a ticket is unassigned.
3) How does agent handover work?
When a chat is handed to a BIK agent, Manifest conversation is added as a private note for context, and the agent can continue from there.
4) Does ticket assignment logic apply to LiveChat?
Yes, all existing assignment logic settings configured in BIK apply to LiveChat tickets as well.
For further assistance or to raise feature requests related to LiveChat Integration (Manifest + BIK), please contact [email protected].