Answer from approved knowledge
Explain services, opening hours, prices you choose to publish and next steps using the content and sources your team has approved.
How knowledge is managedChat Agents
Turn enquiries into the next step.
Answer website and messaging enquiries from approved knowledge, collect the details your team needs and complete agreed actions such as a booking request or a qualified handoff.
Where Chat Agents help
Each agent is configured for a defined set of questions, sources and actions. Anything outside that scope goes to your team with a summary.
Qualify and route requests
Ask the questions your team would ask, capture contact details and send a structured summary to the right inbox, CRM or queue.
Browse the workflow libraryMove bookings forward
Where your scheduling system supports it, check availability and prepare the booking. Otherwise hand reception a ready-to-action request.
See the reception workflowExample sequence
How a chat enquiry becomes work done
An example sequence for a dental practice. Fictional data; the steps and approvals are agreed for each implementation.
Understand the request
A visitor asks to book a check-up next week. The agent identifies the intent and what it still needs to know.
Gather the details
It asks whether they are a new or existing patient and collects contact details and preferred times.
Use the connected system
Where the integration allows it, the agent checks the appointment system for suitable options.
Complete or hand over
The booking request is prepared, or reception receives the conversation summary and the next action.
Human review
Answers stay within agreed limits
You decide what the agent may answer, which sources it may use and when a person takes over.
- Restrict answers to approved content and route anything else to your team.
- Refer clinical, legal or account-specific questions to the responsible person.
- Keep a transcript and summary with every handoff so nobody has to ask again.
- Review unanswered questions and update the knowledge with your team.
Common questions
Most often on your website. Other messaging channels can be added where they offer a suitable integration, confirmed during scoping.
It is set up to say so, collect the details needed and pass the conversation to your team with a summary, rather than guess.
Usually, if the system offers suitable API access or another agreed route. We confirm the available APIs, permissions and data during scoping, then implement and test each action against the agreed systems.
We choose the model and provider for each task during scoping, based on the language, accuracy, latency and data-handling requirements. The workflow is not tied to one provider, so a step can be changed later if the agreed requirements change.
Discovery call
Start with the work that slows you down.
Bring us a process, a recurring enquiry or a pile of documents. We will explore where agents fit and what a useful implementation needs.
Book a discovery call