Behaviour

Guidance

Some rules are fixed and always on: the agent answers only from your active sources and attaches them, checks every number, name, date and link against those sources, and says so when your content does not answer a question. If an answer fails the check, visitors get the source excerpts themselves instead.

What you choose:

• Answer style: Friendly or Professional.
• Follow-up question: after a comparison or a request for a recommendation, the agent asks what matters most to the visitor.

The agent does not take free-form instructions. That keeps answers tied to your sources.

Handoff

What visitors get when your sources have no answer, or when they ask for a person:

• Handoff message: up to 300 characters, without links.
• Let visitors leave an enquiry: a short form for name, email and message. When it is on, the chat’s first screen also offers “Prefer a person?”. Enquiries arrive under Enquiries.
• Contact page: your own page, offered as a button.

When a visitor asks for a person, the agent offers these routes straight away and the conversation is marked “Asked for a person”.

Actions

Choose one Next step the agent offers under a good answer: Send an enquiry, Book a meeting, View purchase options or Start a trial, with the address it opens. The agent does not book meetings or complete purchases itself; the button takes the visitor to your page.

Using Cal.com for bookings? Connect it under Confirm bookings and Analytics counts the meetings booked from a chat. See the Cal.com guide.

Openers

Openers are short messages shown beside the chat bubble, such as “Questions about delivery?”. They never open the chat by themselves. Add up to five, 160 characters each, and choose when each appears:

• Page path starts with, for example /pricing
• Time on page, from 5 seconds to 10 minutes
• Leaving the page, on computers only
• Return visit

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