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.
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
