Live handoff
Escalate mid-conversation. The customer does not start over; your agent sees the same thread.
For support teams
Stop paying senior agents to paste the same policy paragraph
Most volume is COD, hours, returns, and “where is my order?” from content you already wrote. Ingest it once. The bot answers from those sources, declines when it cannot, and hands the thread to whoever is online.
- Human handoff
- CSAT after chat
- 7-day money-back on paid
Queue physics
Macros help until the FAQ drifts — and until night shift is one person
Saved replies go stale the week you change a shipping SLA. New hires still search Slack for the current return window. Meanwhile buyers message on WhatsApp, where your helpdesk macros do not live.
The job is not “an AI that sounds friendly.” It is accurate deflection plus a clean take-over. Wrong COD answers create RTO; confident guesses create refunds.
- Website chat and WhatsApp must share one knowledge base
- Agents need the full transcript, not a summary that dropped the order ID
- Leaders need to see which questions still hit humans
How it works
Same three steps your team already knows — crawl, deploy, escalate
Ingest policies, FAQs, and the public site
URL crawl, PDF/DOCX upload, and exact-match FAQs for the tickets you already know by heart.
Go live on widget and messaging channels
One script tag on the site. WhatsApp and Instagram share the same corpus on plans that include those channels.
Take over when a human should own it
Agents set themselves available. Handoff includes the thread, internal notes, and quick replies. CSAT can follow the chat.
Support toolkit
What lands in the dashboard after the bot answers what it can
Agent availability
Online/offline status so the bot does not promise a human who went to lunch.
Quick replies and internal notes
Saved responses for humans, plus private notes that the customer never sees.
Lead capture in-chat
Collect contact details when the flow needs them — without a separate form tool for simple cases.
CSAT
Post-chat satisfaction so you measure the bot and the handoff, not vanity response times.
Analytics
Volume, usage, and where retrieval fails — so you rewrite the policy page instead of hiring another night shift.
Compare
Grounded support bot vs helpdesk macros vs hiring another agent
| Capability | Reply | Helpdesk macros only | Headcount |
|---|---|---|---|
| Answers from current ingested docs | YesYes | If macros are updated | Tribal knowledge |
| WhatsApp + website, same knowledge | YesYes | Often extra tools | Copy-paste |
| Handoff with full thread | YesYes | Ticket already exists | YesYes |
| Night and weekend coverage | Bot first | No | Shift cost |
Answers from current ingested docs
- Reply
- YesYes
- Helpdesk macros only
- If macros are updated
- Headcount
- Tribal knowledge
WhatsApp + website, same knowledge
- Reply
- YesYes
- Helpdesk macros only
- Often extra tools
- Headcount
- Copy-paste
Handoff with full thread
- Reply
- YesYes
- Helpdesk macros only
- Ticket already exists
- Headcount
- YesYes
Night and weekend coverage
- Reply
- Bot first
- Helpdesk macros only
- No
- Headcount
- Shift cost
FAQ
Support-team questions
No. It deflects repetitive questions and escalates the rest with context. Keep the helpdesk for tickets that still need a human workflow.
Yes. Take-over uses the existing conversation. Internal notes stay private.
The bot should decline or escalate rather than invent an exception. That is the point of grounded retrieval.
Starter covers a support inbox on the web widget. Growth adds messaging channels and higher limits. See pricing for conversation caps.
No. Reply is a knowledge-grounded chatbot with handoff, not an order-management agent. Humans still execute refunds in your commerce stack.