02 / chat
Chat Agent
Web and WhatsApp conversations that write back to the CRM instead of sitting there as FAQ wallpaper.
Sites that already get traffic but have nothing live on them to qualify the people who arrive.
- Web
- CRM
- Visitor opens chat
- Qualify in a few turns
- CRM + booking
- Human if legal
Passes the visitor to a human on any question it has already failed once, and on anything commercial it was not given a number for.
A chat line on the site or in WhatsApp that finishes things instead of answering about them. It looks up the real order, books the real slot, opens the real ticket, and passes to a person when the request goes past what it was built for.
How this one gets built
What separates it from the widget you already tried
The widget answered questions from a help page. This one holds credentials to the systems the answer lives in, so "where is my order" returns the order rather than an explanation of how to find it. That single difference is most of the build, and it is why the two cost different amounts.
What it needs
Read access to whatever holds the thing customers ask about, and write access to whatever should change as a result. Shopify, a CRM, a ticketing system and an internal admin panel are all normal. The knowledge that has no system behind it, the sort that lives in one person's head, is worth writing down first, because an agent cannot retrieve what was never recorded.
How the handover works
A chat that escalates into a shared inbox nobody owns is where conversations go to die. The transfer names a person or a rota, carries the transcript and what the agent already established, and starts a clock. If your team cannot see that queue in the tool they already have open, it is the wrong queue.
When this is the wrong answer
If the honest job is answering forty stable questions and nothing needs to change in any system, a well-written help page and a cheaper chatbot will beat this on every measure including customer satisfaction.
FAQ
Questions about this one
Can it work in WhatsApp as well as on the site?
Yes, and the channel is usually the least interesting decision. What it does, the tools it holds and the rule for handing over to a person are identical; what changes is the channel and the message-template rules the platform imposes.
How do we stop it inventing an answer?
By only letting it act on facts it can point at. If it cannot cite the record a value came from, it does not get to use that value, and the request becomes an escalation instead. That rule removes a large class of confident invention without any tuning.
Does it replace our support team?
It should not be aimed at that. The realistic framing is that it takes the volume and people take the exceptions, which is a smaller claim and a considerably more reliable one.
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