Webbit
Give customers useful answers, with a clear path to a person.
We build website chat and messaging assistants grounded in your approved content, policies and order or account data where available. They handle common questions, collect details and create a clean handoff instead of trapping customers in a generic loop.
Who it is for: Support and e-commerce teams answering the same questions repeatedly, while important enquiries wait in the queue.
Problems this solves
- The same questions fill the inbox: Delivery, returns, availability, pricing and policy questions are answered manually every day.
- Customers repeat themselves: A chat ends, a form is submitted and then an agent asks for the same information again.
- After-hours demand goes unanswered: Customers browse outside support hours and leave when they can't find a clear answer.
- Agents lack context: Support tickets arrive without order details, account history or a useful summary.
Example workflows
Website support assistant
Starts when: A visitor asks a question in website chat.
- Classify the question and check approved sources.
- Answer directly when the topic is covered.
- Collect account or order details when needed.
- Create a ticket with a summary and suggested next step.
A person decides: Low-confidence, complaint or refund decisions route to a support agent.
Result: Routine questions are resolved or qualified, and the remaining queue contains better context.
WhatsApp order enquiry
Starts when: A customer messages an order or delivery question.
- Identify the customer and relevant order.
- Provide permitted status information.
- Offer the documented next action.
- Notify support if the case needs intervention.
A person decides: Policy exceptions and sensitive account issues go to a person.
Result: Customers receive a consistent answer through the channel they already use.
Knowledge-base assistant
Starts when: A customer or internal user asks a policy or product question.
- Search only approved content.
- Answer with a source reference where appropriate.
- Ask a clarifying question when the request is ambiguous.
- Offer escalation when the answer isn't covered.
A person decides: The source library and escalation rules are owned by your team.
Result: Answers stay tied to approved material instead of being improvised.
What you get
- Consistent answers: Responses are grounded in approved content, with clear rules for what the assistant must not answer.
- Less repetition for agents: Routine requests are handled or qualified before they reach the human queue.
- Useful handoffs: The human receives the conversation history, collected fields and recommended next step.
- Coverage that fits your policy: You choose the topics, tone, channels and hours where automation is allowed to operate.
Works with
- Website chat widgets
- Helpdesk and ticketing tools
- E-commerce platforms
- CRM platforms
- WhatsApp Business
- Knowledge bases and documentation
Honest limits
- The assistant is only as reliable as the approved content and data access behind it.
- Refunds, medical, legal and other high-impact decisions should remain with trained people unless a separately reviewed process exists.
- Messaging platform fees, template approval and channel rules may apply.
Questions
Can the chatbot use our existing help centre?
Yes, if the content can be exported or accessed safely. We still define a curated source set and review gaps rather than treating every page as equally reliable.
Will it answer questions outside our policy?
The assistant is designed to say when it doesn't know or when a request needs a person. Those boundaries are explicit and tested before launch.
Can it hand over to a live agent?
Yes, where your chat or helpdesk platform supports a handoff. We configure the trigger, summary and destination queue with your team.
Does it replace our support team?
It is intended to reduce repetitive handling and improve context, not to remove human ownership of complaints, exceptions or high-stakes decisions.
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