Visitor questions, answered from what you know.
This replaces the scripted bot and the inbox 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 person with a drafted reply ready.
What it replaces
A scripted bot answers from a tree you maintain. This one answers from what you have written and knows when to stop.
A rule-based chat bot | Giant Context | |
|---|---|---|
How it answers | A decision tree and canned strings you keep up to date. | From your Knowledge Base, your docs and the contact's own history, citing the article it used, in your brand voice. |
When it doesn't know | "I didn't understand that." A dead end. | It says so, drafts a holding reply and hands the conversation to you with a suggested response ready. |
Who gets a person | Whoever types "agent". | By topic: billing goes to a human By identity: a known high-value contact By hours: the AI holds it overnight |
What it knows about the visitor | Nothing. | For a known contact, every page read, email opened and form sent, from the CRM. |
Pops up uninvited | Off unless you turn it on. | |
Grounded answers, or a plain "I don't know"
The AI answers from your Knowledge Base, your product docs and, for a known contact, their own history. It cites the article it drew from and writes in your brand voice. Outside its context it says so instead of inventing an answer.
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.
When it escalates
The chat answers from your material. Three kinds of conversation go to a person, and you set the rules for which ones.
| Situation | The AI does | A person does |
|---|---|---|
Billing | Drafts an acknowledgement and flags it. | The refund itself. |
Sales | Drafts a reply that references their history and flags it for you. | Sends it, or takes the demo. |
VIP and upset customers | Routes it straight to a person. | The whole conversation. |
Where the edges are
If one of these is a dealbreaker, better to know now.
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.