Livechat is a service that enables companies to communicate with their customers / employees via instant messaging. In this case, the conversation is between two humans and not a human and robot.
You can connect your bot to livechat so that users can continue their chatbot conversation with a human operator. You can define the moment when the chatbot suggests handing over to an agent, based on behavioural targeting rules (inactivity, number of unsatisfactory answers, etc.). The past dialogue is then sent to the operator, so that they can help the user. A new chatbox opens when the user switches to livechat.
You need to have an account with a livechat solution to connect your bot. This service incurs additional costs.