Every enquiry, answered.
On your website chat, your phone line and WhatsApp. The Front desk answers, the Qualifier asks your questions, and the Handover gets the lead to your team. After hours, the Night shift keeps going.
ExampleOne Front desk, three channels
PhoneWhatsAppWebsite chat
A travel agency
Hi, do you have business class fares to Singapore in March?
We do. Will you fly from London, and how many of you are travelling?
ExampleThe lead, from the travel chat
- Route
- London to Singapore
- Dates
- March, ten days
- Travellers
- 2 adults, return
- Name
- Hannah Cole
- Phone
- +44 7700 900123
Sent to your CRM
Three channels, one set of answers. Website chat and WhatsApp share the same knowledge.
Website chat
On your own site. A short note under the chat says answers come from AI and can be wrong; it is on by default.
Phone
Your greeting, its own voice and call settings. Calls are analysed after they end, so the details fill in once the call is over. Calls can be recorded.
WhatsApp
The customer writes first. It answers from the same knowledge and questions as your website chat, and introduces itself the way you tell it to.
One enquiry, start to finish.
Example travel conversation on website chat, with fictional details. Visitor: Hi, do you have business class fares to Singapore in March? Nora: We do. Will you fly from London, and how many of you are travelling? Visitor: From London, two of us, back after ten days. Nora: Lovely. What name and number should an advisor use to send you fares? Visitor: Hannah Cole, 07700 900123 Nora: Thank you, Hannah. An advisor will call you with options today. What Nora captured: Route, London to Singapore; Dates, March, ten days; Travellers, 2 adults, return; Name, Hannah Cole; Phone, +44 7700 900123. Summary, with conversation analysis on: Return business class for two, London to Singapore in March for ten days. Wants fares by phone today. Then: Sent to your CRM.
It answers from what you give it. And says so when it does not know.
Your pages and documents
It answers from the pages, documents and instructions you give it.
When it does not know
You decide what it says: offer a callback, or a person.
Every conversation saved
Each one is kept with its transcript, so you can check what it said.
Then the lead is yours. The Handover gets it to the right person, the way you want it.
Take over
Anyone on your team who handles chats can press Take over, reply as themselves, and hand the chat back.
Call transfer
On a call, the agent can put the caller through to a person.
Callback requests
When someone asks for a person outside your hours, it takes a callback request with the time they would like and adds it to your callback list.
Into your CRM
A lead goes to the CRM or system you connect as soon as the agent has a way to reach the customer: a phone number or an email. If you prefer, it waits until every detail you mark as required is in.
The night shift never clocks off. At 23:41 it still answers.
Example website chat at 23:41: a visitor asks for a call about a group booking. The night shift answers, takes their name and number, and adds a callback request for around 9:30 the next morning.