What is your customer asking,and who is answering?
A written chatbot on your site and on WhatsApp, a voice receptionist on the phone. It takes the greeting, answers questions it has a source for, and books appointments. For any question without a source, it hands the conversation to a person.
Channels the greeting is built on
WhatsApp Business
Instagram
Claude
HubSpot
Google Calendar
Next.js- Switchboard and phone
Example board. The knowledge base and the handover rules are written separately for every build.
Who is on the other side,and what do they want to know?
Incoming questions are not all the same. Who is asking, which channel they came through and what they expect change both the answer and the handover line.
New customer
Asking about price and scope
Existing customer
Asking about status and timing
Booking a slot
Looking for an available time
Supplier
Asking about documents and payment
Candidate
Asking about applying and the process
When do the questions arrive?
A large share of incoming conversations starts after closing time and at weekends. If the first reply does not go out then, the conversation does not wait until the next day; the customer writes to the next firm.
See the channelsWhich question goes to a person?
The handover line is drawn by intent. An information question is answered immediately; a conversation where someone starts describing their own situation, a price negotiation and a complaint go straight to a person.
- Information questionOpening hours, location, general scope
- ComparisonPrice, timing and alternatives are being asked
- Intent to buyThey start describing their own situation
- Booking and purchaseThey want a time or a contract
The answer is not invented,it is read from a source.
The system speaks only from the sources you give it: the price list, service definitions, frequently asked questions and opening hours. For a question with no match in those sources it does not form a sentence; it hands the conversation to a person and writes the reason for the handover to the record.
A first question left unansweredis a conversation that ended before it started.
If a customer asks at nine in the evening and gets an answer the next morning, they have usually gone elsewhere. An instant first reply does not close the sale, but it keeps the conversation alive.
Unanswered questions
First messages left without a reply
Including out of hours and weekends
Every conversation is on the record
Invented answers
Replies with no source
Without a source it hands over
The reason for handover is logged
Handover rule
Set during the build
Subject, intent and customer request
Changeable whenever you want
First live workflow
Weeks
Depending on complexity and system count
Written in the discovery report
AI chatbot and voice receptionistFrequently asked questions
The system speaks only from the sources you give it: the price list, service definitions, frequently asked questions and opening hours. For a question with no match in those sources it does not form a sentence; it hands the conversation to a person.
In three cases: when a question arrives with no match in its sources, when the caller asks for it, and when a subject on your list comes up. Complaints, price negotiation and contract matters sit on that list by default; we write the list together during the build.
No. The summary of the conversation so far and the customer's record open on the screen of whoever takes over. On a voice call, that same summary reaches the team as text during the transfer.
Yes. We say so plainly in the greeting and the option to reach a person stays open throughout. Hiding it costs trust.
It speaks with a natural synthetic voice, and the greeting is the text you wrote. The choice of voice and the speaking pace are set during the build.
Written conversations are kept on the record. On voice calls, recording happens only if you ask for it and with the caller's consent; the consent flow is part of the build.
Turkish and English run in the same build. Adding another language means having the knowledge base in that language; we decide that together in discovery.
Discovery takes a week. In that week we gather the sources for the knowledge base and write the handover rules. The first live workflow opens within 4-8 weeks; the range depends on the number of channels, how ready the knowledge base is and whether a voice channel is included. Your own timeline is written into the discovery report.
Two things are measured before the build: time to first reply, and the number of out-of-hours conversations left unanswered. Both are measured again after the greeting opens. The handover rate sits in the report too: how many conversations went to a person, and for what reason.
Teams that greet their customers out of hours too brought the first reply down to seconds.
Where this is used
- AI chatbot: answers from your sources, hands the rest to your teamAn AI chatbot is software that answers customer questions on a website or in WhatsApp using the business's own sources. ALTAI Digital builds chatbots that speak only from the information you provide. When a question has no answer in those sources, the chatbot does not invent one; it hands the conversation to your team with a summary. Customers are told clearly that they are talking to a bot. Written conversations are kept and linked to the customer record.
- AI voice assistant: the phone rings and nobody misses itAn AI voice assistant is software that answers a business phone and replies from the business's own information. ALTAI Digital builds it to speak only from the sources you provide. When a question has no answer there, the assistant does not invent one; it passes the call to your team and a written summary goes with it. Callers are told plainly that they are speaking to an assistant. The first live flow opens in four to eight weeks.
- Instagram DM automation: one queue, ready drafts, approved repliesInstagram DM automation routes the direct messages you receive on Instagram, and comments where they are connected, into the same queue as your WhatsApp, email and web form requests. The request that has waited longest rises to the top. Drafts for common questions arrive ready and wait in an approval queue, and by default a person decides what is sent. Earlier conversations with the same person open beside the draft. Where a chatbot is used, it tells people it is a bot and hands unknown questions to a human.
- Hotel website design: commission-free direct bookings in three languagesA hotel website is the hotel's own booking channel. A guest books dates and a room without going through Booking.com or another online travel agency. Agencies charge a commission on every reservation; a booking on the hotel's own site carries none. ALTAI Digital builds hotel sites around that difference: booking engine, room and rate pages with an availability calendar, content in Dutch, German and English. The FAQ is backed by WhatsApp and a chatbot, and the site is linked to the Google Business Profile. Delivery takes four weeks.
- WhatsApp AI assistant: answers from your sources, approved replies, handover to a personA WhatsApp AI assistant is software that answers questions arriving on a business's WhatsApp number from sources the business supplies. It passes the conversation to a person when it should. ALTAI Digital builds it on the WhatsApp Business API. The assistant tells customers it is a bot. When the sources hold no answer it does not invent one and hands over instead. By default each reply is a draft that a person approves before it is sent. Automatic sending is switched on only for situations the business chooses.
- Hotel chatbot: guest questions do not wait for receptionA hotel chatbot answers the questions guests ask before and during a stay: check-in and check-out times, parking, breakfast, transfers, pets and cancellation terms. ALTAI Digital builds it to speak only from the hotel's own information. A question it cannot answer goes to reception with a summary. The chatbot replies in the language the guest writes in and sends booking questions to the hotel's own reservation page.
Terms explained
- AI voice assistantAI voice assistants answer the phone with a synthetic voice and turn the conversation into text. The greeting is written by the business. The assistant speaks only from the sources it was given. Where a question has no answer in those sources, it makes nothing up. The call goes to a person, along with a written summary.
- ChatbotChatbot is the common name for software that answers questions in writing on a website or a messaging channel. There are two kinds. A rule-based bot offers a written flow and a list of options. An AI chatbot reads a free-text question and answers from the sources it was given. When a question has no answer in those sources, a well-built bot hands the conversation to a person.
- WhatsApp Business APIWhatsApp Business API is business access to WhatsApp that connects a company number to an account, so messages are sent and received through a system rather than a phone app. Several people can answer from the same number, notifications can be triggered automatically, and the conversation history stays with the business. Messages sent outside a customer-initiated window use templates approved in advance by Meta.
The process first, the proposal after
In a short discovery call we map the process together and tell you plainly whether it is worth automating. If it is not, we say that too.
30 minutes · no preparation needed
