Merge pull request #375 from seasalt-ai/update-live-agent-wiki

Update live agent wiki

content/en/seachat/seachat-manual/02-create-agent/02-live-agent-transfer.md

@@ -118,29 +118,50 @@ Once you have integrated the LINE channel, your customer will see the **Live Age
 </center>
 <br/>
 
-## Automatic Timeout
+## Hybrid Mode (AI Agent + Human Agent)
 
-You can also set up a timeout for the live agent feature. Sometimes, a human live agent might have to deal with a lot of the conversation at once, and they can forget to click on the **Complete** button to give the conversation back to the AI agent. To prevent this from happening, you can set up an automatic timeout for the live agent feature. This will automatically complete the conversation if there is no activity from the chat for a certain amount of time.
+
+Besides the human-only and AI-only modes, SeaChat also offers a hybrid mode where both human agents and AI agents can work together to provide customer support. 
+
+The hybrid (AI Agent + Human Agent) combines the strengths of both human agents and AI agents. This creates much more flexibility in providing customer support. 
+
+As the result of such flexibility, here are feature options that users can only find in the hybrid mode:
+
+### 1.  Do not let customers request a live agent proactively
 
 <center>
-<a href="/images/seachat/en/live-agent-transfer/remove-live-agent.png" target="_blank">
-<img width="100%" style="border-radius: 0.4rem; cursor: zoom-in;" src="/images/seachat/en/live-agent-transfer/remove-live-agent.png" alt="">
+<a href="/images/seachat/en/live-agent-transfer/do-not-request.png" target="_blank" alt="Do not let customers request a live agent proactively">
+<img width="100%" style="border-radius: 0.4rem; cursor: zoom-in;" src="/images/seachat/en/live-agent-transfer/do-not-request.png" alt="Do not let customers request a live agent proactively">
 </a>
 </center>
 <br/>
 
-## :dart: Troubleshooting
-
-### Remove Live Agent Feature
-If you wish to deactivate the live agent feature, simply uncheck the box that says ***Users can request a live agent during chat*** in the **Basic Settings** in your **Agent Information**. This will disable the live agent feature and your customers will no longer be able to request a live agent during the chat conversation, nor will they see the **Live Agent** button.
+If selected, **Show Summary** and **Automatic Switch to AI Agent** features  should hide or grey out, and the users should not be able to request a live agent during the chat conversation.
 
 <center>
-<a href="/images/seachat/en/live-agent-transfer/remove-live-agent.png" target="_blank">
-<img width="100%" style="border-radius: 0.4rem; cursor: zoom-in;" src="/images/seachat/en/live-agent-transfer/remove-live-agent.png" alt="">
+<a href="/images/seachat/en/do-request.png" target="_blank" alt="Show Summary and Automatic Switch to AI Agent features">
+<img width="100%" style="border-radius: 0.4rem; cursor: zoom-in;" src="/images/seachat/en/live-agent-transfer/do-request.png" alt="Show Summary and Automatic Switch to AI Agent features">
 </a>
 </center>
 <br/>
 
+### 2. Show Summary
+If selected, everyone in the chat can see the summary of the conversation. 
+
+### 3. Automatic Switch to AI Agent
+
+Sometimes, a human live agent might have to deal with a lot of the conversation at once, and they can forget to click on the **Complete** button to give the conversation back to the AI agent. 
+
+To prevent this from happening, you can set up an automatic timeout for the live agent feature. This will automatically complete the conversation if there is no activity from the chat for a certain amount of time.
+
+
+## :dart: Troubleshooting
+
+### Remove Live Agent Feature
+If you wish to deactivate the live agent feature, simply uncheck the box that says ***Do not let customers request a live agent proactively*** in the **Basic Settings** in your **Agent Information**. 
+
+This will disable the live agent feature and your customers will no longer be able to request a live agent during the chat conversation, nor will they see the **Live Agent** button.
+
 > :pushpin: Note
 >
 > Live agent, if available, will still be able to monitor and take over conversations in **Conversations**. Unchecking the box only removes the option for customers to request a live agent.

content/zh/seachat/seachat-manual/02-create-agent/02-live-agent-transfer.md

@@ -124,16 +124,49 @@ WebChat 頻道讓您在網站上嵌入 SeaChat 對話小工具。這個頻道是
 </center>
 <br/>
 
-## 自動切換
+## 混合模式 (AI 助理 + 真人客服)
 
-您也可以為真人助理功能設置超時。有時，真人助理可能會同時處理很多對話，並且他們可能會忘記點擊 **完成** 按鈕將對話交還給 AI 助理。為了防止這種情況發生，您可以為真人助理功能設置自動超時。如果在客服人員離開後一定時間內沒有任何聊天活動，系統將自動完成該對話。
+除了僅由真人客服或僅由 AI 助理提供服務的模式，SeaChat 還提供一種混合模式，讓真人客服與 AI 助理能夠協同合作，共同提供客戶支援。
+
+混合模式 (AI 助理 + 真人客服) 結合了真人客服和 AI 助理的優勢，大大提升了提供客戶支援的靈活性。
+
+基於這種靈活性，以下是僅在混合模式下可用的功能選項：
+
+### 1. 不允許客戶主動請求真人客服
+
+<center>
+<a href="/images/seachat/zh/live-agent-transfer/do-not-request.png" target="_blank" alt="不允許客戶主動請求真人客服">
+<img width="100%" style="border-radius: 0.4rem; cursor: zoom-in;" src="/images/seachat/zh/live-agent-transfer/do-not-request.png" alt="不允許客戶主動請求真人客服">
+</a>
+</center>
+<br/>
+
+若選擇此選項，**顯示摘要** 和 **自動切換至 AI 助理** 功能將隱藏或顯示為灰色，且用戶在對話期間無法請求真人客服。
 
 <center>
-<a href="/images/seachat/zh/live-agent-transfer/remove-live-agent.png" target="_blank">
-<img width="100%" style="border-radius: 0.4rem; cursor: zoom-in;" src="/images/seachat/zh/live-agent-transfer/remove-live-agent.png" alt="">
+<a href="/images/seachat/zh/live-agent-transfer/do-request.png" target="_blank" alt="顯示摘要和自動切換至 AI 助理功能">
+<img width="100%" style="border-radius: 0.4rem; cursor: zoom-in;" src="/images/seachat/zh/live-agent-transfer/do-request.png" alt="顯示摘要和自動切換至 AI 助理功能">
 </a>
 </center>
 <br/>
 
+### 2. 顯示摘要
+若選擇此功能，對話中的所有人都可以查看對話的摘要。
+
+### 3. 自動切換至 AI 助理
+
+有時候，真人客服可能需要同時處理大量對話，可能會忘記點擊 **完成** 按鈕，將對話交回給 AI 助理。為了防止這種情況發生，可以設定真人客服功能的自動超時。若對話在一段時間內無活動，系統將自動完成對話。
+
+## :dart: 疑難排解
+
+### 移除真人客服功能
+若要停用真人客服功能，只需在 **基本設定** 的 **對話處理模式** 中取消勾選 ***不允許客戶主動請求真人客服***。這將停用真人客服功能，客戶在對話期間將無法請求真人客服，也無法看到 **真人客服** 按鈕。
+
+
+> :pushpin: 注意
+>
+> 若有真人客服可用，他們仍然可以在 **對話** 中監控並接管對話。取消勾選此選項僅會移除客戶請求真人客服的選項。
+
+
 ## 需要幫忙?
 需要幫忙？歡迎聯絡我們 [[email protected]](mailto:[email protected])。