Guides / Setup Guide
LiveChat handoff
Connect Outlearn to LiveChat so your AI assistant can hand a conversation to a human agent the moment it is needed, with the full transcript and real-time replies.
Last updated 8 August 2026
Before you start
You need an Outlearn account with an agent set up, and a LiveChat account you can sign in to and authorize. That is everything required, no API keys or manual configuration.
Handoff is on every plan, including the free one, so there is nothing to buy before trying this. The plan comparison shows how many handoff destinations each tier allows. If you are still choosing between LiveChat and something else to receive these conversations, our LiveChat comparison covers what each side does, and the use-cases page has the scenarios teams set escalation rules for most often.
1. Open the Handoffs settings
In your Outlearn dashboard, go to Handoffs and click Add Handoff. A list of available handoff providers appears.
Select LiveChat from the list to start connecting your account.
2. Connect your LiveChat account
Click Connect. You will be redirected to LiveChat and asked to authorize Outlearn to access your account.
Sign in with the LiveChat account you want to receive handoffs and approve the requested permissions. Once authorized, you are returned to Outlearn with the connection in place.
3. Choose where conversations are routed
After connecting, pick the LiveChat group that should receive handed-off conversations. The group is required so chats always land with the right team.
Optionally, choose a specific agent. Leave this set to any agent to let LiveChat assign the conversation within the group.
4. Save the handoff
Give the handoff a name your team will recognize, then save. The handoff is now active and the AI can escalate to a human whenever it is needed.
5. Test it end to end
Open your chat widget and start a conversation. Ask to speak with a human, or trigger whatever condition you configured for escalation.
The conversation, along with the full transcript, appears in LiveChat for your agents. Replies your agent sends in LiveChat show up in the widget in real time, with no page refresh needed.
Good to know
- The full conversation transcript is sent to LiveChat at handoff, so your agent has context immediately.
- If a customer already has an open chat in LiveChat, Outlearn reuses it instead of creating a duplicate.
- When the agent closes the chat in LiveChat, the conversation is marked closed in Outlearn automatically.