Features
Turn each thing the bot can do on or off — applies to chat and phone
When a feature is off, the bot declines that kind of request right away — before asking for any information. Use this to launch gradually.
Phone: transfer / escalation number
When a call needs a person — the caller asks for one, the 3-in-90-days credit limit is hit, a disabled feature is requested, or the agent can't resolve it — the phone agent transfers the call to this number. Leave blank to disable transfers.
Requires Deploy → Phone to take effect on calls.
Chat changes take effect immediately (customers may need to reload the widget). Phone changes require a Deploy → Phone to update the assistant.
Business Hours
Used when the phone agent transfers a caller (Eastern time)
When the agent transfers a caller to a person, it checks these hours. If it's after hours, it tells the caller to leave a message and someone will call back tomorrow. Leave all days unchecked to always transfer normally.
Pricing
Delivery Info
Extra Knowledge
Import / Export
Back up your configuration or load a saved one
Export saves all your training — identity, knowledge, FAQs, and behavior rules — to a file on your computer. Import loads a previously exported file back in.
Knowledge Base
Drag FAQs into folders to organize
Agent Identity
Tone Sliders
Agent Rules
Custom Instructions
Add specific rules one at a time
No custom instructions yet.
Chat History
All customer conversations with AI grading
No chats yet.
From
To
Channel
Courier
Volume by Channel
How many calls, chats, and website submissions the system handled
Transfer Rate by Week
% of calls transferred to customer service each week (accumulates over time)
Call Reasons
Why callers called (from each call's after-call analysis)
By Reason
Reports that got a credit or redelivery
Resolution
How interactions ended
All Outcomes
Includes ineligible / referred
Lookup Friction
Account-find success by method
By Courier
Damaged vs not-received
Conversations by Label
Chat topics
Trend Over Time
Reports handled per day
Notes: Analytics cover interactions since event logging went live (they don't back-fill older history). "Reports" counts only interactions that received a credit or redelivery. "Referred to CS" reflects outcomes where the bot pointed the customer to a human; a caller simply asking for a rep mid-call is handled on the phone side and isn't counted here. "Conversations by label" is captured for chat; phone/website interactions appear mainly as missed-delivery.
Redelivery Requests
Submitted redeliveries — export the current week's CSV for the courier
No redelivery requests this week.
Credit Log
Billing extensions issued for missed deliveries
No credits issued yet.
Failed Redeliveries
A redelivery was on file, but the customer said it still never arrived
None recorded.
Configure Missed-Delivery Rules
Times, dates, and limits for how reports are handled
Lakewood redelivery window
A this-week Lakewood miss gets a redelivery inside this window; outside it, it's credited. (Eastern.)
From
to
Damaged / wet redelivery window
A damaged Lakewood report gets a redelivery inside this window (usually opens earlier).
From
to
Credit cutoff
Reports older than this many weeks are rerouted to customer service. (0 = this week only · 1 = through last week · 2 = through 2 weeks ago.)
weeks
Credit limit
Most credits a subscriber can get automatically before being rerouted to customer service.
credits within days
Scheduled Messages
During a date/time window, replace the normal credit message with a custom one (e.g. a Yom Tov issue)
Find a subscriber
Look up by email or phone, then issue a credit or redelivery
Email or phone number
Add / update a user
Saving an existing email updates that user, including their password
Name
Email
Password
Role
Current users
Passwords are shown so you can share them if forgotten
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Call Logs
Phone call recordings, transcripts, and summaries
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Website Form Submissions
Missed-delivery reports submitted through the website form
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