Start with the questions filling your inbox.
Choose one inbox and define the questions it may answer, the details it may collect and when your team takes over. Setup and testing are the first phase of an ongoing chat plan; the quote confirms the recurring cost.
Define your projectMessages arrive in several places.
A question on your website and a message on WhatsApp can sit with different people, each working through their own queue.
One customer asks about opening hours, another wants a price and a third needs an appointment on Thursday. The answers may already be written down, but someone still has to find and send them.
We start with the questions you receive most and the inbox where a delay matters most to your business.
Channels, tasks and languages to start with
Choose a manageable set of questions before expanding to more inboxes or actions.
On your existing website
We review the platform and installation access, then agree where the chat appears, how it introduces itself and how customers reach your team.
WhatsApp and social messages
Each channel has its own account requirements and handoff features. We confirm those for your business before including it in the service.
Booking requests
Customers need to know whether they have a confirmed time or a request waiting for your team. Calendar access and booking rules determine which the agent can offer.
Your customers’ languages
Tell us which languages you need. We check support and review answers, names and booking details in each one before enabling it.
Conversations your team takes over
A complaint or an unfamiliar question needs a clear next step, especially when it arrives after closing.
Context for the person taking over
Agree what your team receives with the request. We check the conversation history and notifications available on the selected channel.
Answers based on your information
You approve the service details, prices and policies the agent can use. We also test questions outside that information and the response that asks for help.
A response outside staffed hours
Choose the person or inbox that receives follow-up requests. The agent should explain when a response needs follow-up without promising a callback time nobody has accepted.
Frequently asked questions
Can it go on my existing website?
We check your platform and installation access first. The quote will state what can be added and whether any site changes are required.
Can it make a booking?
Booking requires a supported calendar connection that has been configured and tested. If the service only collects requests, the customer is told that confirmation is still needed.
What if it gives a wrong answer?
We agree how to report and review errors, which records are available and when the affected response should be paused or corrected.
Can it answer outside opening hours?
After-hours coverage can be included. We test the replies and what happens when your team or a connected system is unavailable.
Where will I review conversations?
We agree the records and access during setup. The reporting page shows example records to help you decide what your team needs.
Can I start with chat only?
Yes. We can scope a chat-only pilot. Adding voice later requires its own connection and tests.