Website AI Chat

Website AI Chat gives visitors a public chat experience on your website. It can answer questions from your selected sources, guide booking conversations, capture contact details, and help your team review follow-up signals.

Set up Website AI Chat

Placement and presentation

Use Placement rules to decide which chat behavior applies on different website paths.

• Use * as the fallback rule for every page.
• Use patterns like /booking* or /store* for focused sections.
• Lower priority numbers run first.
• Turn individual rules on or off while you test.

Use Presentation to adjust the live widget without leaving the preview: bubble label, header subtitle, placeholder text, widget colors, voice button text color, launcher icon or image, and starter questions.

Voice conversations

When Voice conversation is enabled, the public chat widget adds a Talk to AI mode.

• Visitors approve microphone access before a voice session starts.
• You can add a chat-specific privacy policy URL for the voice consent notice, or leave it blank to use the website privacy policy.
• If Ask before voice starts is enabled, visitors share an email or phone number before the microphone opens.
• The conversation transcript stays attached to the same chat session.
• Raw audio recording stays off.
• You can choose the voice model, maximum session length, and idle timeout from AI Chat settings.
• Unclear voice turns ask the visitor to clarify instead of saving a confusing transcript line.
• Voice sessions use the same booking, contact capture, and follow-up review paths as text chat.
• If a visitor repeatedly asks for unrelated tasks, the assistant responds with firmer boundaries and guides the conversation back to the business's services, products, booking, or support.

Inbound AI phone

The Phone tab can provision a managed AI phone number for inbound calls. Teams can forward an existing reception line to that number when they want calls answered with the same Website AI Chat context.

• The phone agent uses the same enabled sources, booking logic, contact capture, transcripts, and follow-up signals as the website widget.
• Use Test calls before going live. Live forwarded calls must be enabled before production calls are answered.
• Test and Live change how the number answers calls. They do not place a test call by themselves.
• Choose a phone model, maximum call length, concurrent call limit, and opening disclosure before forwarding real traffic.
• Disabling AI phone answering or releasing a managed number asks for confirmation before the change is applied.
• One managed number maps to one website context. Project admins can search for and provision a number; importing an existing managed number is limited to approved admin access.
• Business-hours routing is listed for setup, but after-hours-only routing is reserved for a later rollout.

Booking help

Website AI Chat can help visitors choose a service, review available times, provide contact details, and confirm eligible bookings without leaving the conversation.

• Supported booking services can show service cards, date choices, time choices, and confirmation summaries.
• Services that need a booking page can use a handoff link instead of completing inside chat.
• For booking links that open outside the conversation, chat can ask for an email first so your team has a follow-up path if the visitor does not finish.
• If the requested time is no longer available, chat can guide the visitor back to another available time.

For booking setup, see Booking.

Contacts and follow-up insights

When a visitor shares a name, email, or phone number, Website AI Chat can create or update the matching contact.

Lead capture timing

The AI Chat profile can ask for contact details at different moments:

• Before voice starts.
• Before text chat starts.
• During longer useful conversations, after the turn and time thresholds you choose.
• Before showing outside booking links, when the visitor is still anonymous.

Keep stricter capture settings for higher-touch or higher-cost chat paths. Use the softer long-conversation prompt when you want visitors to explore first and share details only after the chat becomes useful.

Recent chat review and contact records can show:

• Linked contact status
• Chat source page and transcript context
• Lead temperature, primary intent, and next best action
• Service interests, concerns, topics, and blockers
• Booking interest when no booking was completed
• Staff review or handoff signals
• Voice or mixed text-and-voice session labels

Conversation logs

Use Recent Chats to filter live widget sessions by date range, chat mode, insight, and source route. The session list shows badges for channel, status, contact capture, lead temperature, booking follow-up, and staff review signals.

Open a session to review the transcript, linked contact status, page context, message counts, and captured lead insights. Admin review controls can also show action logs and answer QA details for troubleshooting.

For contact review, see Contacts.

Start flows from AI Chat

Flows can start from Website AI Chat events when you want follow-up to happen automatically.

Available AI Chat triggers include:

• Contact captured
• Signal detected
• High intent detected
• Booking interest without a completed booking
• Staff review required
• Lead temperature changed

Use these triggers for patterns like hot-lead follow-up, booking recovery, service-interest nurture, and human handoff routing. For setup details, see Flow Triggers.

Continue with

• Booking
• Contacts
• Flow Triggers