Web and messaging chat
Questions on your website, text line and messaging apps get an accurate answer, and a person steps in when one is needed.
A chat system that answers questions on your website, by text message and in the messaging apps your customers use. It answers only from content you approved and hands anything else to a person.
- Setup, once
- $2,500
- Run, monthly
- $400
Prices are in Canadian dollars and do not include tax.
How it works
The pipeline, step by step.
- 01
A message arrives
From your website chat, your business text line or a messaging app, into one queue.
- 02
The question is matched to approved content
Answers come only from the pages, documents and policies you signed off.
- 03
A reply is written
In your wording, with a link to the source where there is one.
- 04
Bookings and requests are captured
When a question leads to an appointment, an order or a callback, the details are collected and passed to the right system.
- 05
Anything outside scope is handed over
A person takes the conversation, with the history in front of them.
- 06
The conversation is logged
Every exchange is stored against the contact in your CRM or help desk.
Connects to tools such as
- Twilio
- Intercom
- Zendesk
- HubSpot
- Shopify
These are examples. We confirm the method for each of your tools before we build.
Where a person approves
The points where the system stops and waits for a person.
- You approve the content it may answer from. Nothing outside that set is used.
- You choose which requests it may complete on its own, such as booking a slot, and which it only drafts.
- Hand-offs to a person appear in one queue, with the full conversation attached.
How it is measured
Named measures, scored on your own files before launch and after every change.
- Answer accuracy on a question set your team writes, re-run after every content change.
- Hand-off rate: how often a conversation is passed to a person, and why.
- Transcript review: a sample read each month for wrong answers and missed hand-offs.
How it is run
After launch: monitoring, updates and what you own.
- Monitoring on every conversation: errors, repeated hand-offs and unanswered messages raise an alert.
- Content updates are re-scored against the question set before they go live.
- Handover: a runbook, a data map and code owned by the business.
What it will not do
Limits we set on purpose.
- It does not answer from the open internet or from content you have not approved.
- It does not handle complaints, refunds or disputes on its own.
- It does not take payment details in chat.
- It does not keep a customer talking when it does not know. It says so and hands over.
Sectors we build for
The business types this system is built for.
Questions
Which channels does it cover?
Your website chat, a business text line and the messaging apps your customers already use. We connect the ones you have.
What if it does not know the answer?
It says so and hands the conversation to a person, with the history attached. It does not guess.
Can it book appointments or take orders?
Yes, when you decide it may. It collects the details and passes them to your booking or order system. You can keep that step with a person instead.
How do we keep the answers current?
Update the source content and the system answers from the new version. Each change is tested against your question set before it goes live.
Talk to us about web and messaging chat
Fifteen minutes on a call is enough to tell whether it fits your work. If it does not, we say so.