> ## Documentation Index
> Fetch the complete documentation index at: https://docs.cognigy.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Live Agent
Updated in 4.97
The Live Agent handover provider bridges Cognigy with the native contact center [Cognigy Live Agent](/live-agent/index),
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](/live-agent/getting-started/live-agent-setup/live-agent-setup-org).
* [Create an Inbox for your Live Agent account](/live-agent/getting-started/live-agent-setup/live-agent-setup-inbox).
## Get Started with Cognigy Live Agent
To get started with Cognigy Live Agent, go to the [Getting Started](/live-agent/getting-started/overview) guide.
## Configuration on the Cognigy Side
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](/live-agent/getting-started/live-agent-setup/live-agent-setup-handover-endpoint#handover-configuration).
* **Account ID** — the account ID that you find in Live Agent. See [Find an Account ID](/live-agent/getting-started/live-agent-setup/live-agent-setup-handover-endpoint#find-an-account-id).
* **Live Agent Authentication** — select a Live Agent connection, or create one by clicking 
and entering the API Key that you find in Live Agent. See [Find API Keys](/live-agent/getting-started/live-agent-setup/live-agent-setup-handover-endpoint#find-api-keys).
1. In the [Handover to Human Agent](/ai/agents/develop/node-reference/service/handover-to-agent) 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](/ai/escalate/handover-features/real-time-queue-notifications).
## More Information
* [All Handover Providers](/ai/escalate/handover-reference/overview)
* [Handovers](/ai/escalate/handovers)