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.

Transcript

Transcript

Set up Website AI Chat

Sources Website AI Chat can use

Choose the source types the chat should use when answering visitors.

• Website pages and blog posts
• Podcast episodes
• Products and services
• Team pages
• Funnels
• Booking services

The assistant also uses the visitor's current page as extra context. Questions about a named plan, package, or price stay attached to the matching page section, while broader questions can still use the rest of the enabled site content. Informational questions do not show a booking card unless the visitor asks to book, explore services, or learn about a named service.

When shared pricing has been published for the account, Website AI Chat treats those saved monthly and yearly amounts as the source of truth instead of calculating a monthly equivalent or borrowing an older price from another page.

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.

• Choose Bubble for a compact corner launcher that opens the full chat panel. The launcher remains available while the panel is open and changes to a collapse control, so visitors can close the conversation without losing their place.
• Choose Answer bar for a centered ask-anything composer. Ordinary answers stay compact, while booking steps, product choices, contact capture, and other interactive replies open the full conversation when needed. Visitors can dismiss one compact answer without hiding the next one. The welcome prompt clears when a visitor focuses the bar, and longer placeholder or typed text stays clear of its controls.
• Turn on Welcome prompt to show an invitation after 5, 10, or 20 seconds. The prompt appears once per browser-tab session and does not start a chat until the visitor selects it.
• Returning visitors with conversation history can see a continue prompt instead of starting over.
• Adjust the header subtitle, placeholder text, widget colors, voice button text color, launcher icon or image, and starter questions.

In the Answer bar, the audio button starts a live voice conversation when voice is enabled. When voice is off, it can still help the visitor dictate text into the composer.

Enter starter questions one per line, up to four. New AI Chat profiles begin with useful service and booking questions, use available brand colors, and prefill saved support contact details. Existing customized profiles keep their saved presentation and contact settings.

The settings header shows when you have unsaved changes. Save before leaving the page; if the profile changed in another tab or session, Hiveality asks you to reload instead of silently replacing the newer settings. If settings cannot load, use Try again after checking your connection.

The public chat also keeps keyboard focus with the conversation when it opens, closes with Escape, and returns focus to the launcher after it closes. On phones, the open conversation uses the full screen so the header, messages, composer, and keyboard have more reliable room. The full saved welcome message can be shown at the start of the conversation instead of being shortened to the compact prompt copy.

Usage and conversation credits

Open Budget in AI Chat settings to review the project-wide monthly allowance, reset dates, credits used, credits remaining, contacts connected, and bookings completed.

• A website text conversation uses 1 credit.
• A website voice conversation uses 3 credits with the standard model or 6 credits with the enhanced model.
• An AI phone conversation uses 5 credits with the standard model or 10 credits with the enhanced model.
• Follow-up messages, page navigation, contact collection, and booking steps remain part of the same website conversation.
• When one website conversation moves from text to voice, only the higher voice weight is used.

Plan credits and paid-package credits can reset on different dates. Project billing shows the available AI Concierge packages when more monthly capacity is needed. See Project Billing & Plans.

Voice conversations

Open the Voice tab to configure website voice conversations and inbound AI phone in one place. When Voice in website chat 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.
• The conversation menu keeps privacy and support actions available without crowding the chat header.
• 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.
• Use the Pronunciation guide for unusual business, product, service, or team names. Add one simple phonetic spelling per line; the guide affects spoken website and phone replies without changing website copy or search results.
• 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.
• Completed caller speech turns drive the response, reducing duplicated or partial replies from live transcription updates.
• Callers can say a listed time instead of using a keypad, and the call exits more cleanly after a completed booking or explicit goodbye.
• 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.

• In Services available in AI Chat, choose all active Booking services or select the exact services the assistant may promote and book. Excluded services can still be discussed when they are included in the assistant's sources.
• Choose an optional Primary booking service for broad requests such as "Can I book a call?" A visitor who names another allowed service is still guided to that service.
• Questions about how the booking system or AI receptionist works stay informational. The assistant starts a booking flow only when the visitor also asks to book or schedule.
• Each listed service shows whether it can be booked in chat or needs to open its booking page. Payment requirements and booking details that cannot be completed safely in conversation continue to use the booking page.
• When a booking needs to continue on another page, the matching quick reply opens that destination directly and avoids showing a duplicate booking link.
• Supported booking services can show service cards, date choices, time choices, and confirmation summaries.
• At the final review step, a question about the timezone or booking details is answered without creating the booking. The visitor must give a clear booking confirmation before Hiveality submits it.
• 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.
• Visitors can ask a side question, change details, or review other times without losing the booking step they already reached.
• A weekday reply such as Thursday can match the date choices already shown when only one current option has that weekday.
• A linked contact can supply a known name, email, and phone so returning visitors do not have to repeat the same details. Names and contact details shared together are kept in the correct booking fields.
• Eligible required booking fields can be collected inside the conversation after the visitor chooses a time. Text, number, date, URL, single-choice, and yes-or-no answers are validated and included in the confirmation; unsupported or more complex required fields use the booking page instead.
• Before confirmation, a visitor can correct an earlier custom booking answer in plain language and continue from the field they were already completing.

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.

Phone details are normalized to an international number before capture. If the number cannot be understood safely, chat asks the visitor to correct it instead of attaching an ambiguous value to the 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.

When contact sharing is optional, visitors can choose Not now and keep chatting. The latest prompt keeps a Share contact details action so they can return to the form later. Contact details required before text or voice still need to be completed before that experience starts.

In the Answer bar presentation, a proactive contact prompt opens the full conversation so the visitor can complete the requested details without losing the formatted prompt or current chat context.

When a visitor explicitly asks for a person or staff follow-up, Website AI can offer the in-chat contact form and keep that request attached to the saved follow-up signal after details are submitted.

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