Visitor questions, answered from what you actually know.
This replaces the rule-based bot that frustrates people and the Slack channel where questions pile up. The Chat app answers visitors from your Knowledge Base and their own history, in your brand voice. When it is not confident, or the topic is sensitive, it hands off to a human with a drafted reply ready.
What the visitor sees
Grounded answers, or an honest "I don't know"
The AI answers from your Knowledge Base, product docs, and, for a known contact, their own history. Answers are grounded in your content rather than made up, and it refuses to answer outside its context rather than inventing something. It cites the article it drew from, and matches your brand voice.
Why the answers hold up
Grounded
Answers come from your content, not from thin air.
Refuses to guess
Outside its context, it says so instead of making things up.
Your voice
Tone follows your brand voice profile, the same one every surface uses.
Cited
It links the Knowledge Base article it answered from.
When it hands off to you
A billing question or a high-value visitor gets flagged, not guessed at. The AI drafts a holding reply, pauses, and shows you the conversation with a suggested response you approve, edit, or take over mid-flow. Every escalation reason is auditable.
Routing rules you set
Where the edges are
This is a marketing and self-serve support chat, not a full helpdesk. There is no SLA management, no multi-agent queue, no complex ticket routing — for high-volume support, Zendesk or Intercom Fin fits. There is no voice or video, and no co-browsing or screen sharing. It is text only.
By default it does not greet visitors proactively; that stays off unless you turn it on. And on resolution rates, we will not quote a number. Intercom Fin advertises fifty percent or more AI-resolved; we are in the same ballpark but will not claim a specific figure in early alpha.
Let a visitor ask, and watch where it goes
Ask for early access. Point the chat at your Knowledge Base, ask it something in scope, then ask it something sensitive and watch it hand the conversation to you.