Enterprise · Part of Team Chat
Automated first response
An intake bot answers the customer's first message and, when it isn't confident it can help, hands the conversation to a live agent so nobody waits on a dead end. It runs behind your web widget and stays off until you turn it on for your account.
For the operator
You don't work a bot screen; the bot runs before a conversation reaches your queue. When a customer opens a chat, the bot replies to their first turn from a fixed set of common questions like support hours, order tracking, and password resets, and posts an answer with a confidence score. If that score meets the threshold you set for the line of business, the bot keeps handling the turn. If it falls below the threshold, the bot tells the customer it's bringing in a person, ends its own session, and moves the conversation to pending agent so it lands in your queue to pick up, with the handoff recorded.
Business impact
Routine first questions get an instant answer without tying up an agent, and anything the bot isn't sure about reaches a human right away instead of stalling. You turn the bot on for your account and set the confidence bar per line of business, so the handoff happens where you want it.