> ## Documentation Index > Fetch the complete documentation index at: https://docs-classic.cognigy.com/llms.txt > Use this file to discover all available pages before exploring further. # Live Agent [Updated in 4.97](https://docs-classic.cognigy.com/release-notes/4.97.md) The Live Agent handover provider bridges Cognigy with the native contact center [Cognigy Live Agent](https://docs-classic.cognigy.com/live-agent/index.md), enabling end users to connect with human agents working within the Cognigy Live Agent contact center. ## Key Benefits * **Deep Cognigy Integration**. Offers superior compatibility with Cognigy compared to other handover services, creating a cohesive ecosystem for collaboration between AI Agents and human agents. * **Rapid Deployment**. Allows you to configure a Live Agent Inbox within a Cognigy Project quickly, reducing setup time and technical overhead. * **AI-Powered Support for Human Agents**. Features an AI Agent that helps human agents in real time, improving response quality and reducing agent workload. * **User-Friendly Administration**. Offers an intuitive interface for creating and managing accounts, as well as adding and overseeing human agents with minimal complexity. ## Prerequisites * [Set up Live Agent for your organization](https://docs-classic.cognigy.com/live-agent/getting-started/live-agent-setup/live-agent-setup-org.md). * [Create an Inbox for your Live Agent account](https://docs-classic.cognigy.com/live-agent/getting-started/live-agent-setup/live-agent-setup-inbox.md). ## Get Started with Cognigy Live Agent To get started with Cognigy Live Agent, go to the [Getting Started](https://docs-classic.cognigy.com/live-agent/getting-started/overview) guide. ## Configuration on the Cognigy Side > [accordion] 1. Create a Handover Provider > > 1. In the left-side menu of the Cognigy interface, select **Deploy > Handover Providers**. > 2. Click **+ New Handover Provider** and select **Live Agent**. > 3. Enter a unique name and click **Save**. > 4. *(Optional)* Activate **Handover to pre-configured Live Agent account** to transfer conversations to the Live Agent account mapped to your Cognigy organization. Otherwise, deactivate this option and fill in the following fields: > > * **Base URL** — the Live Agent installation URL, extended by `/api/v1`. For example, `https://liveagent-trial.cognigy.ai/api/v1`. See [Handover Configuration](https://docs-classic.cognigy.com/live-agent/getting-started/live-agent-setup/live-agent-setup-handover-endpoint.md#handover-configuration). > * **Account ID** — the account ID that you find in Live Agent. See [Find an Account ID](https://docs-classic.cognigy.com/live-agent/getting-started/live-agent-setup/live-agent-setup-handover-endpoint.md#find-an-account-id). > * **Live Agent Authentication** — select a Live Agent connection, or create one by clicking ![add Live Agent connection](https://mintcdn.com/cognigy-docs-legacy/eGdkyf6N-EPpPKZA/_assets/icons/plus-simple.svg?fit=max\&auto=format\&n=eGdkyf6N-EPpPKZA\&q=85\&s=adfb44a61ca10e2b43ef42bbe4306753) and entering the API Key that you find in Live Agent. See [Find API Keys](https://docs-classic.cognigy.com/live-agent/getting-started/live-agent-setup/live-agent-setup-handover-endpoint.md#find-api-keys). > [accordion] 2. Add a Handover to Human Agent Node > > 1. In the [Handover to Human Agent](https://docs-classic.cognigy.com/ai/agents/develop/node-reference/service/handover-to-agent.md) Node, select **Live Agent** in the **Handover Provider** list. The Live Agent-specific parameters appear. > 2. In **Live Agent Inbox Id**, enter the Inbox ID of [the Inbox you created for your Live Agent account](#prerequisites). > 3. (Optional) Configure the following: > > * **Skills** — enter a list of skills that should be used to filter the available agents. For example, `technical support, billing`. > * **Languages** — enter a list of languages that should be used to filter the available agents. For example, `english, spanish`. > * **Priority** — select a priority for the conversation from the list. For example, `Urgent`. > * **Get Queue Position** — activate to allow the system to retrieve the end user's current queue position. This setting is inactive by default. > * **Update Interval (Queue Position)** — set the interval, in seconds, for how often to receive updates on the queue status. This setting appears if **Get Queue Position** is selected. > * **Get Estimated Wait Time** — activate to retrieve the estimated wait time for the end user. This setting is inactive by default. > * **Update Interval (Estimated Wait Time)** — set the interval, in seconds, for how often to receive updates on estimated wait time. This setting appears if **Get Estimated Wait Time** is selected. > * **Alternative Update** — activate alternative update options for when certain conditions are met. This setting is inactive by default. > * **Maximum Queue Position** — set the threshold for the maximum queue position. If this threshold is reached, the alternative text is sent. This setting appears if **Alternative Update** is selected. > * **Maximum Estimated Wait Time** — set the maximum estimated wait time in milliseconds. If this duration is exceeded, the alternative text is sent. This setting appears if **Alternative Update** is selected. > * **Alternative Text** — set the message to send when either the maximum queue position or maximum wait time is reached. This setting appears if **Alternative Update** is selected. > * **Enable User Connects Message** — notify human agents when an end user reconnects to the chat. Enabled by default. When enabled, the message `User joined the conversation` appears in the chat as soon as the end user returns to the chat tab after opening a new URL on the same tab. > * **Enable User Disconnects Message** — notify human agents when an end user disconnects from the chat. Enabled by default. When enabled, the message `User left the conversation` appears as soon as the end user closes the chat tab or switches to a new URL in the current tab. > 4. Click **Save**. > > For more information on queue position and estimated wait time settings, see [Real-Time Queue Notifications](https://docs-classic.cognigy.com/ai/escalate/handover-features/real-time-queue-notifications.md). ## More Information * [All Handover Providers](https://docs-classic.cognigy.com/ai/escalate/handover-reference/overview) * [Handovers](https://docs-classic.cognigy.com/ai/escalate/handovers.md) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.