Customer chat

Your customers talk to your support agent on a hosted chat page with its own address:

https://lexey.ai/chat/your-company-slug

The same chat runs in the widget and the embeds (see Embedding your chat).

What customers see

• A welcome screen with your heading, subheading, brand colour and up to four suggested questions you've set up with Lexey.
• An AI marker in the header, and "AI-generated replies can be wrong" under the message box, so customers know they're talking to an AI.
• Replies that stream in as they're written, with a typing indicator, formatted with markdown.
• Buttons or a list to choose from, when the agent offers options (see the Interactive response options skill).
• Helpful and Not helpful buttons, and Copy, on each reply.
• A request for contact details before the agent escalates, if you require them.
• A notice that the conversation has been passed to your team, when the agent escalates.
• New chat, to clear the conversation and start again (with Undo).

How the support agent behaves

• Replies conversationally, in your tone.
• Answers from your knowledge articles and business context.
• Follows your business rules and boundaries.
• Escalates to your team when it can't help, when the customer is frustrated, or when one of your escalation rules applies.
• Avoids making things up: if it doesn't know, it says so and offers to escalate.

Conversations

A conversation can have up to 100 messages. Each customer message can be up to 1,000 characters in the chat, or 3,000 through the Customer Chat API.