An AI chatbot for customer support on your website
Sektra's AI chatbot answers visitors in the chat widget on your website, using your help center and the knowledge sources your team has marked public. Each answer is tied to a source, and the conversation passes to a person when the visitor asks or the sources hold no answer. It is meant for support teams that want routine questions answered at any hour without running chat in a separate tool.
An AI chatbot for customer support is useful to the extent that its answers are correct and a customer it cannot help is passed on. Sektra's bot is held to a rule for each. An answer must come from a source your team published, and a person can be reached at every point in the chat.
The bot is part of Sektra's live chat channel, so its conversations land in the shared inbox beside email and WhatsApp. Owners, notes, tags and rules apply as on any other conversation, and a teammate who takes over continues on the thread the bot started. A visitor who has left an email address or a WhatsApp number can still be answered there after closing the tab.
How the AI chatbot answers from your help center and knowledge base
The bot reads the articles published in your help center, and the files, website pages, Q&A pairs and notes your team marked public in the knowledge library. Every answer has to cite one of them. When the source is an article or a web page, the widget shows it under the reply as a link. Each number, link and address in an answer must also appear in the cited source, so a price cannot reach a visitor unless your team published it. The bot replies in the visitor's language and still links the original source.
What the chatbot will not answer
The bot does not answer from general knowledge. When nothing in the published sources fits a question, it says so with the fallback line your team set and hands the chat to a person. It reads only sources marked public, so team-only documents and articles in a private help center never reach a visitor. It also replies only inside the chat widget, and any follow-up by email or WhatsApp is sent by a teammate.
How the chatbot hands off to a person
A Talk to a person button stays visible for the whole chat. The bot also hands over on its own when the visitor asks for a person, when the visitor sounds upset, or when the published sources do not cover the question. A team can add handoff rules of its own in plain words, for topics that should always reach a person.
The teammate who picks up sees the whole conversation on the thread, with a one-line summary and a drafted reply. Once a person is typing the bot stays quiet, and the chat can be handed back to it later. By default the widget asks for a name and an email address at handoff, so the reply can follow by email if the visitor leaves.
How chatbot replies are counted on your plan
Only the bot's own replies are counted, against a monthly allowance set by your plan, and a visitor's messages never use it up. How quickly the allowance is used depends on who answers first, which each chat widget sets: the bot, your team, one or the other by office hours, or whichever the visitor picks. When the allowance runs out, chats go straight to a person and the visitor sees no error. The pricing page shows what each plan includes.
What your team gets
Answers from what you published
The bot answers from your help center and the knowledge sources you marked public.
A person within reach
A Talk to a person button is always shown, and the bot hands over when it has no answer.
One inbox for the bot and the team
Bot chats land beside email and WhatsApp, with a summary for whoever takes over.
A list of unanswered questions
Questions the bot could not answer are listed, ready to become an answer or a help article.
AI chatbot setup in three steps
The steps follow the order a new workspace takes them in, and they use the names of the screens as they appear in the app.
- 1
Create a chat widget
Under Settings, open Chat widget, create a widget and add its short snippet to your website.
- 2
Publish the sources
Publish your help center articles, and under Knowledge mark the sources visitors may see as public.
- 3
Turn on the bot
Turn the bot on in the widget's settings, set its tone, write the fallback line and choose who answers first.
Common questions
These are the questions teams ask before they set this up. If yours is not covered here, send it to us.
What is an AI chatbot for customer support?
An AI chatbot for customer support is a bot in a website chat window that answers customer questions from a company's own help content. Sektra's bot answers only from your published help center and public knowledge sources. When it has no answer, or the visitor asks, it hands the conversation to a person.
How do I add an AI chatbot to my website?
Create a chat widget in Sektra and add the short snippet it gives you to your site. Then publish the help center articles and knowledge sources the bot may read, and turn the bot on for that widget.
Can an AI chatbot hand off to a human agent?
Yes. Sektra's bot shows a Talk to a person button for the whole chat. It also hands over when the visitor asks, sounds upset or raises a question the sources do not cover. The teammate who takes over gets the full conversation, a one-line summary and a drafted reply.
Will the AI chatbot make up answers?
Sektra's bot is limited to the sources your team published. An answer has to cite one of them, and every number, link and address in it must appear in that source, or the answer is withheld and the chat goes to a person. An out-of-date source is still quoted as written, so the answers stay correct only while the articles are kept current.
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Each page states what the other tool is built for, what it costs and what changes when a team moves to Sektra.
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