Questions, answered.
What owners ask before their first agent goes live. If yours is not here, email us.
Asked most
- Which channels does it cover?
- Do you find leads too?
- Will it make things up?
- Can my team jump in?
ExampleAsked on a website chat
A business owner
Which channels does it cover?
Your website chat, your phone line and WhatsApp. Website chat and WhatsApp share the same knowledge and questions; the phone agent has its own voice and call settings.
Channels and answers
Where the agents work and what they say.
Which channels does it cover?
Your website chat, your phone line and WhatsApp. Website chat and WhatsApp share the same knowledge and questions; the phone agent has its own voice and call settings.
Will it make things up?
It answers from the knowledge and instructions you give it, and you decide what it says when it does not know, such as offering a callback or a person. Every conversation is saved, so you can check what it said.
Does it tell people it is an AI?
On your website, yes by default: a short note under the chat says answers come from AI and can be wrong. On calls you set the greeting, so you decide how it introduces itself. In inbound WhatsApp conversations the customer writes first, and how the agent introduces itself follows the instructions you give it.
Leads and your team
Finding leads, handing them over, and nights.
Do you find leads too?
Yes, with outbound our team runs with you. We agree your ideal customer profile, find the companies and the people in them, clean the list, and reach out by email, LinkedIn, WhatsApp and phone. Replies from people who are interested come back to you flagged, with the reason. You see your campaigns and their replies in your console.
Can my team jump in?
Yes. With live handoff switched on, anyone on your team who handles chats can press Take over, reply as themselves, and hand the chat back when they are done. On calls, the agent can transfer the caller to a person.
What happens at night?
It keeps answering. Your team takes over only in the hours you set, so when someone asks for a person outside them, it takes a callback request with the time they would like and adds it to your callback list.
Where do the leads go?
To the CRM or system you connect. A lead is sent once the agent has a way to reach the customer, a phone number or email. If you prefer, it can wait until every detail you mark as required is in.
Trust and pricing
Who sees what, and what it costs.
Who can see our conversations?
Your team, with access set by role: Owner, Admin, Member or Viewer, and changes are kept in an audit log. Every chat is saved with its transcript, and calls can be recorded. Our own support staff can also open your workspace when they help you.
How is it priced?
It depends on your channels and volume. Request a demo or email hello@brightshoal.si and we will scope it with you.