Workflows
Handoff today. Routing by topic next.
Everything on the top half of this page is running in production right now: how a conversation reaches a person, and what your team can do with it once it is there. The bottom half is what we are building next, and it is marked as such.
Three triggers move a conversation to a person.
You decide which of them are on, and what the chatbot is allowed to try before it gives up.
A phrase you chose
The visitor writes the words you set, and the conversation is handed over without one more attempt at an answer.
A button in the widget
A visible handoff control, so reaching a person never depends on guessing the right sentence.
The chatbot's own judgement
No grounded answer, an unhappy visitor, or a request that needs a decision it may not make. It offers a person instead of filling the gap.
What your team can do with it once it arrives.
A shared queue with the parts a small support team actually uses, and none of the configuration a big one needs.
- One shared queue. Every handoff lands in the same inbox with the full transcript, the sources the chatbot used and any guided action it ran.
- Priority and tags. Rank what matters and label what it was about, so a week of conversations can be read as a pattern rather than a list.
- Assignment. Take a conversation or hand it to a teammate. Ownership is visible, so nothing sits there because everyone assumed someone else had it.
- Snooze. Park what is waiting on somebody else and have it return when it is worth looking at, instead of leaving it open forever.
- A first-response clock. How long the visitor waited for a human, measured per conversation, so a slipping response time is a number and not a feeling.
- Opening hours. The clock only runs while you are open. Out of hours the visitor leaves an email address and your reply reaches them there.
- Return to the chatbot. When the human part is done, the conversation can go back to the chatbot, which keeps answering the follow-up questions.
- Answered and rated. The visitor rates the conversation at the end, and a short post-resolution survey asks whether the thing they came for actually got done.
Live chat is where all of this is described in detail, including saved replies, private notes and how the email fallback closes the loop out of hours. Read the live chat page.
Being designed.
None of this is available yet. It is here so you can tell what we are working on apart from what you can use today, and vote on the order.
Rules that route by topic area
A billing question to the person who handles billing, a bug report to support, a sales question to sales, decided before anyone opens the conversation. Today every handoff lands in one shared queue and a person assigns it.
Reusable flows
A sequence you define once and attach to a topic: ask for the order number, run the guided action, hand over if it stops. Today the pieces exist separately and a person joins them up.
Auto-record from your site
The recorder watching a real session and drafting the flow for you to approve. Today you record a flow by clicking through it once, or accept one that a whole-site scan proposed.
Start with the half that already works.
Sign up in under a minute, no card. Put the chatbot on your site, decide where it should stop, and let the conversations it cannot finish reach your team with the whole story attached.