Site chat that qualifies instead of deflecting.

The chat pillar covers web widget and SMS. It answers from your own documents rather than a generic model prior, qualifies the enquiry against the same rules the voice agent uses, books where booking is possible, and escalates with the full transcript attached.

Where chat beats voice

Price research, document requests, order and appointment status, and anything the visitor would rather not say out loud. Chat also wins on cost per conversation by a wide margin, which makes it the right first build for businesses whose enquiries are mostly informational rather than urgent.

The metric to hold it to

• Resolution rate, not deflection rate — deflection counts abandonment as success.
• Escalation quality: did the human receive enough context to skip re-asking?
• Booking rate on conversations where booking was possible.
• The top five questions it could not answer, reviewed weekly.

SMS is the underused half

Most businesses run a web widget and ignore SMS, but SMS is where confirmations, reschedules, and no-show recovery actually happen. The same agent and the same knowledge base serve both channels, so adding SMS after the widget is configuration rather than a second build.