With the AI-powered web chat, your business can capture more leads from your website. Your AI assistant will chat live with website visitors, answer questions capture their contact information so you can follow up later via SMS or email, and turn them into a customer.
How AI Web Chat works
Once installed on your business website, the chat widget will appear to website visitors and encourage them to chat with your AI assistant with the goal of capturing a lead for your business.
Conversations will appear in Inbox in Broadly where someone on your team can respond to the lead via SMS, and convert them into a customer.
AI Assistant behaviour & goals:
By default, the AI assistant "just works" by responding to any messages from website visitors immediately, while bring a good representative of your business. It has these primary goals:
1. Answer any questions about the business: The AI assistant will respond to questions if it confidently can find the answer in the knowledge it has been trained on (See knowledge training instructions below.) By default, the AI assistant knows basic information about your business from the business profile. It can also be given any additional text knowledge, like answers to FAQs, pricing, products, services, shipping info, or anything in text format. The assistant will not answer questions it does not know the answer to, but instead let the visitor know someone from your business will get back to them as soon as possible.
2. Capturing the lead's contact info: The AI assistant will respond to a website visitor with the goal to understand their needs, and attempt to get their name and contact info (mobile number, with a fallback to email address) so the conversation can be continued even if the lead leaves the website. Once contact information has been collected, an alert will be received via email indicating that a new lead has been captured.
3. Respond in the language the person is using. The AI assistant can reply in over 40 languages, including English, French, Spanish and many more, to serve all kinds of customers in your service area.
What can I customize?
- Color: It’s possible to customize the color of the chat widget, to match your website. Set a primary color of the widget, as well as the secondary color of the Send button and text bubbles, so the widget can match your brand.
- Web Chat greeting: The message that appears at the top of the web chat widget that website visitors first see, to encourage them to interact with the chat widget.
- AI knowledge: Give your web chat AI assistant additional context and knowledge about the business it’s representing. Learn how to set this up below.
Give your AI assistant business profile knowledge
The AI assistant can be given knowledge about a business from the business profile, to be able to answer questions about what the business does, where it's located, its hours, and how to contact them. This is enabled by default, but can be removed as a knowledge source if desired.
These fields are shared with the AI from the account's business profile:
- Business Name
- Address and/or Service Areas
- Website
- Booking URL
- Phone Number
- Categories
- Hours
- Services Offered
- Short Description
- Long Description
- Social Media URLs
Give your AI assistant knowledge from any text source
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- Navigate to Broadly > Settings > Inbox Settings > Web Chat Settings > AI Assistant.
- Click on any title to see the knowledge that the AI has access to.
- Click Manage Knowledge to go to the centralized area in Broadly where new knowledge can be added.
- You can write or paste and text information into a new knowledge source, and then select it to make it accessible to your AI assistant.
BOOKING LINK TIP: If your business uses a booking link to let customer book appointments themselves, add the following sentence to the custom knowledge and the AI will encourage visitors to visit the booking link.
"Clients can see availability, pricing and services on our booking link: [linkhere.com]"
Q: Can the AI assistant scrape websites?
Yes! It will scape a website homepage.
Q: Can I upload files like PDF or DOC?
Not yet, only raw text can be saved. Copy and paste important text from your PDF or DOC into the text entry field to make it available to the AI.
How will I be notified about a new lead?
When your AI assistant is successful in capturing a name and contact info, a few things will happen automatically:
- A new contact is added to your CRM Contacts, with the captured info: First name, last name, phone number, and email address.
- If a lead updates their contact info in the AI-powered web chat (like for example, if they make a mistake), the latest contact info will be updated on the contact automatically.
- A "New lead" email notification is sent to users on your account. Make sure you have notifications enabled for new leads.