Web chatThe first hello
A question becomes a connection.
For my commute. Clear calls really matter to me.
Emily
Let’s find the right pair for you, Maya.
Shared company knowledgeProduct knowledge
Messaging / Web chat + WhatsApp
Help them in the moment, wherever they message.
From web chat on your site to WhatsApp on the go, Emily can answer questions, guide a purchase or help with an appointment. Familiar channels, with a useful next step.
Product guidanceOrder questionsAppointment follow-ups
Select a channel to see how Emily can help.Customer moments
01 / THE CUSTOMER JOURNEY
Maya’s journey, with Emily.Product vision
Maya
Finding her everyday headphones
Emily’s memoryBuilt with every conversation
The first conversation starts the story.
A little context today. A more personal conversation tomorrow.
Chapter 1 of 5. Explore on Web chat.
02 / HUMAN + AI
Customer request
"I've already changed this appointment twice. Can you make an exception?"
Emily
I've found the booking and the previous changes. This needs an exception, so I'll pass the details to the team.
When the next decision needs your team.
Ready for a personCase brief
Your support team
Needs reviewPick up with a head start.
01
Customer goal
Customer wants another appointment change outside the standard allowance.
02
What Emily checked
Booking found. Two prior changes recorded.
03
Why it came to you
Standard reschedule path checked; exception approval required.
The decision for your team
See how AgentOps improves the next conversationApprove another change or offer the next available alternative.
03 / FIND YOUR STARTING POINT
Web chat
Help customers while they are there.
A useful starting point for product questions, account requests and step-by-step support on your website.
Deploy the Emily Chat Widget or connect an existing chat surface.
Brand the welcome and configure the escalation path.
Connect the records and actions behind common requests.
A FEW PRACTICAL QUESTIONS
01Which channels can Emily support?
Emily supports chat, email and voice, including web chat and WhatsApp messaging. The right channel connections, actions and operating rules are scoped for your deployment.
02Do all channels use the same instructions?
Projects for the same brand share a Knowledge Base and connected integrations. Each channel project has its own SOP and Agent Settings, so a phone call and an email can follow the right conversation style and lifecycle.
03Can a WhatsApp conversation continue by phone?
Yes. A configured workflow can use delivery, reply state and appointment timing to trigger a voice follow-up, carrying the relevant context into the call. The contact rules and transitions are designed for your use case.
04Do we need to replace our helpdesk to add chat?
Emily can connect to an existing customer support stack. The Emily Chat Widget also provides an embeddable chat surface with configurable appearance, branding and customer inputs. We work with you on the right deployment path.
05How do you approach voice languages and quality?
Voice projects include speech recognition language and voice configuration. We qualify the languages, pronunciation and scenarios that matter to your customers during deployment and testing.
06What happens when a case needs a person?
Define the escalation conditions and routing in the channel workflow. The handoff should give your team the customer request, conversation context, checked facts and the decision that still needs human judgment.
