Website chat

How do you answer website visitors at any hour?

To answer your website visitors at any hour, a Muzau agent runs the chat: it replies on its own in seconds, using what your company's Brain knows and the pages of your site, and every reply is checked automatically before it is shown. With your calendar connected, it can book the meeting. What it does not know, it says so and, if you chose that option, passes it to your team with the visitor's contact details.

Why evening visitors leave without an answer

A visitor lands on your site in the evening, to compare options. They have a precise question: what is included, the lead time, how a first conversation works. The form promises someone will get back to them, and the phone only answers during office hours. They close the tab and ask their question on the next site.

Often, the answer already existed, on one of your pages or in your team's heads. What was missing was someone to give it at 10 pm, and to offer a meeting before the interest fades. Your team keeps the relationship and whatever takes judgment; the agent takes what already has a written answer.

How the agent goes about it

Input

A visitor's question, in the bubble on your site

It does

Replies in seconds, offers a meeting, passes on what it does not know

It delivers

An answer right away, a meeting booked, or a request ready for your team

The site chat answers on its own, at any hour

A visitor is waiting at the bubble, so the chat replies in seconds, without waiting for approval, at 11 pm as at 10 am. The reply hours you set for emails do not apply to it. It relies on what your company's Brain knows (your tone, your rules, your answers) and searches the pages of your site for the answer to a precise question. What you keep for the team does not enter its replies. To install it (one line of code in WordPress, Webflow, Wix or Shopify), see how to put a chatbot on your company's website.

Every chat reply is checked automatically before it is shown

The chat is instructed never to state a price, a lead time or an availability that is not in your Brain. Every reply is also reread automatically before it is shown, and a reply that carries a specific warning sign is held back for your team: see what this check looks for. From the Autonomy page, you decide what it does on its own: book a meeting, send an email.

A visitor can book a meeting in the chat, even at midnight

The chat offers up to three free slots, each on a different day, within the next 14 days and within your hours. It is the product, not the AI, that checks that the chosen time is free. Once the visitor has given their email, if your settings let it act alone, the meeting is booked in your Google Calendar or your Outlook calendar; with no calendar connected, the invitation goes out by email, if your company's email is turned on. Only then does the chat write "It's booked". See how a chatbot books a meeting.

What the chat does not know waits for your team

When it does not know, the chat says so and then, if you chose that when creating it, asks once for the visitor's email or phone number. The request becomes a card in "To do", which your team picks up in the morning with the whole conversation. See what the chat does when it does not know the answer.

Answering outside office hours: what each point of contact should say

With or without an agent, an evening visitor goes through the chat, the form or the phone. Each one should tell them what they get right away, and what waits for opening time.

• The contact page spells out your hours. It separates what answers at any hour, the chat, from what answers during office hours, the team.
• The voicemail points to the website. It gives the reopening time and says where to ask a question in the meantime.
• Every channel announces the same reply time. "Tomorrow before noon" everywhere, rather than three different lead times. Then keep to it.
• The meeting is booked at night, but takes place within your hours. Do not open evening slots just because the chat answers in the evening.
• A closure is announced everywhere the same day. A public holiday or time off is announced on the site, the voicemail and the form, with the day you are back.

Two mistakes come up again and again. Writing "24/7" when only the chat answers at night. And promising, at 11 pm, a callback "within the hour": an announced wait is better than a promise that is not kept.

What it does not do

• It only knows your Brain and the pages of your site that Muzau has read: information written nowhere, it does not have.
• It gives no information specific to a customer, their file or their meetings already booked, because an address typed into a chat does not prove who someone is.
• It does not let your team write in the bubble: they pick up the conversation by email, or by calling back the number left.

Frequently asked questions

Do you need a chatbot or a contact form on your website?

The two complement each other. The form collects a detailed request, which waits for the team's reply anyway; the chat answers right away a question whose answer is already written, and can offer a meeting. Keep both, and say on each one when the team replies.

Does the visitor know they are talking to an AI?

Yes. In a Muzau agent's chat, the "Artificial intelligence" label appears under the agent's name as soon as the conversation opens, before the first message, and stays visible until the end, as the European AI regulation requires. It cannot be removed.

What happens if the visitor closes the page before the reply?

The visitor loses nothing: the reply is saved, and they find it when they come back to your site from the same browser. In private browsing, the conversation is not kept from one visit to the next.

Can the site chat answer visitors from abroad?

In French and English, yes, and at any hour, which matters for a visitor in another time zone. A Muzau agent's chat replies in the language the visitor writes in, if it is one of those two. For another language, nothing is guaranteed: the sentences added by the product stay in French or English.

How do you find out what the chat replied during the night?

On the Muzau agent's page, you read in full the 20 most recent chat conversations: the first question, the date, the number of messages from the visitor and their email if they left it. The ones where someone is waiting for a reply are also in "To do".