Knowing when not to sell
A customer service chatbot is judged by what it does when it does not know. An assistant that never says “we do not have that” is not confident, it is unsupervised, and a shopper sold the wrong thing is a return, not a customer. The useful behaviour is declining well, handing the conversation to a person when one is wanted, and learning from every decline.
It declines rather than guesses
When nothing in your catalogue or pages clears the threshold, the assistant says it does not have that information and offers a person. The question, the answer it gave and the trace are saved to your review queue as an open gap.
A shopper can ask for a person at any time
The chat has a button for it. The request appears in your console straight away, a browser notification can alert whoever is on duty, and your webhook receives it if you want the request in your own help desk. If the shopper leaves a phone number or an email, it is saved against the conversation.
Your team takes over in one click
An operator takes the conversation over from the console. The assistant stops replying, the shopper is told they are talking to your team, and your replies appear under the operator's name. Reply templates keep common answers consistent. If an operator goes quiet for ten minutes, the conversation is handed back to the assistant so the shopper is not left waiting.
A customer service chatbot and live chat without a second tool
This is live chat for your website in the same widget as the assistant, so there is no second script to install and no second inbox to watch. The Now page shows who is waiting and for how long; analytics shows each operator's time to reply.
Every miss becomes a fix
Your inbox lists what needs attention in order: handover requests first, then thumbs-down replies with the shopper's own words about what was wrong, then questions the assistant could not answer. Fix one with a verified answer and it is answered correctly from then on.
Who sees what
Team members are invited as admins, editors or viewers. Anyone who can reply sees the conversation, its history and its trace, so an operator never has to ask the shopper to repeat themselves. Every reply they send appears under their own name, and the assistant stays paused until the conversation is handed back or the operator steps away.
Knowing how quickly you answer
Analytics shows how many handovers were answered and how many are still waiting, and each operator's time to reply. It is the number that tells you whether you need more people on shift at busy times, and it is measured from the conversations themselves rather than estimated.
Questions about handover
What happens when a person steps in.
Can a human take over a chat?
Yes, in one click from the console; the assistant pauses.
Do I need a separate live chat tool?
No. Handover happens inside the same widget.
What does a shopper see when nobody is online?
That nobody from the team is online, when you are back if you have set your hours, and your WhatsApp number if you have given one.
Put it on your store this afternoon
It declines rather than guesses from the first conversation, and every gap it records is a page you had not written yet.