A chatbot that knows when to stop
One bot answers WhatsApp, Instagram, your web widget, SMS and email — and hands the conversation to a person the moment your condition says it should.
Five things, and none of them is a decision tree
You are not drawing a flowchart of every question a customer might ask. You are describing a job, giving it the material to do it, and saying when to fetch a human.
Prompt & first message
What it is for, how it should behave, and the exact line it opens with.
Knowledge base
PDFs, documents and crawled pages, indexed. One base can serve many bots.
Functions
What it may actually do mid-conversation — look something up, create a record, offer a slot.
Model
Choose per bot. A deflection bot and a qualifier do not need the same thing.
Handover conditions
The named situations that end the bot's turn and put a person in.
Bot flows
Chain bots in order, each step carrying the condition that passes to the next.
The bot's job includes knowing when it is done
Most disappointing chatbot deployments fail at the seam, not the answer. The bot handles the easy majority, then leaves a confused customer with a person who has no idea what was said.
- Each condition names where the conversation goes — a live agent, an AI call, or a human with a summary.
- Handing over means assigning the chat. The AI badge disappears, the bot stops, the thread stays whole.
- Whoever picks up is reading the same contact record, with the note, the last call and the open tasks already beside them.
Point any chat channel at it
A channel answers with one thing — an AI bot, or your agents. Same bot, as many channels as you like.
Chat bots and call bots are siblings, not rivals. A chat bot can hand a qualified lead to an AI calling campaign, and a call bot can send a WhatsApp follow-up. They are the same object with different senses.
AI chatbot FAQ
What is the difference between a chat bot and a call bot?
They are built in the same place, from the same parts — prompt, first message, knowledge base, functions, model — but a bot is created as one kind or the other, because a call bot needs things a chat bot has no use for: voices per language and call timings. Pick the kind when you create it. See AI voice agents for the calling side.
Can one chatbot serve several channels?
Yes, and that is the point. One bot can answer WhatsApp, your web widget and Instagram at once, because it knows nothing about where it is used — you point each channel at it. This is also why the Inbox never lists conversations by bot: a per-bot list would be a fiction.
How does it hand over to a person?
By the chat being assigned. Bot-handled chats are the unassigned ones, marked with an AI badge; assigning one to a teammate takes the bot out and puts a person in. There is no mode to toggle and no chat being handled by both at once.
What decides when it hands over?
Conditions you write on the bot — the customer asks for a person, the lead qualifies, the topic is a refund or enterprise pricing, nobody has replied for ten minutes, confidence drops below your threshold. Each condition says where the conversation goes, so a handover is never a surprise.
Where does it get its answers?
From the prompt you write and from a knowledge base — PDFs, documents and crawled pages, indexed. One knowledge base can serve many bots, and each shows a Used-by list of the bots relying on it.
Can I chain bots together?
Yes. An AI bot flow puts bots in order, each step carrying the handover condition that moves the conversation to the next one — a greeter that qualifies, then a specialist that books.
Written about this
How to write a prompt for an agent that talks to customers
Not prompt engineering. Job description writing — scope, tone, refusals, and the three sentences that prevent most embarrassing transcripts.
ReadA knowledge base your AI agent can actually use
Your help centre was written for people who are already reading it. An agent needs the same facts arranged very differently.
ReadHandover: the moment your AI agent should stop talking
Most disappointing deployments fail at the seam, not the answer. Name the conditions in advance and the handover stops being a failure.
ReadIt is all one product
Everything here reads and writes the same contacts, the same conversations and the same calendar. Nothing needs syncing.
Shared inbox
WhatsApp, Instagram, Facebook, Telegram, Viber, LINE, your web widget, SMS and email land in a single queue your team actually works from.
AI voice agents
An AI agent answers your line in natural speech, follows your prompt, calls your functions, and hands to a human the moment it should.
Call flows
Ring agents, hand to an AI agent, branch on a condition, run an IVR menu, check business hours, take voicemail — as one flow you can read.
Campaigns
Pick a line, pick who answers, describe the follow-up sequence in plain English, and let it work the list inside your calling hours.
Workflows
When this happens · only if · then, in order. Numbered steps, an owner who is told when it fails, and a Live toggle. No formula builder.
Contacts & CRM
Lead stages that mean something, a schema you define yourself, and every call, chat and note on one timeline.
Calendar & booking
Connect Google or Microsoft, publish a booking link with your real availability, and let the AI agent book straight into it.