Here's a high-level overview of how live help interacts with a digital-assistant agent:

1. A user initiates a chat, which is routed to a digital-assistant agent. This is a special automated agent that's actually the digital assistant.

2. The user converses with the digital assistant instead of a human agent.

3. If the digital assistant discerns that the user needs to speak with a human agent, it can transfer the conversation to an agent who's assigned to handle such transfers.