AI tool · Pre-agent AI chatbot
A bot that knows when to call for help
When a visitor opens chat, our pre-agent bot tries to answer right away — drawing only from your Knowledge Base. If it's confident, the visitor gets an instant reply. If not, it escalates to your team cleanly.
Powered by Nura AI Assistant
How it works
1
Visitor sends a message
Could be the first message of a new chat or a follow-up while waiting.
2
AI checks the KB
Pulls 4 most relevant articles. No KB match = escalate immediately.
3
AI decides: answer or escalate
Strict rules: account/billing/refund/complaint topics always escalate. Everything else gets a careful answer if the KB covers it.
4
Visitor sees either
A friendly bot reply (visitor knows it's AI) OR a "your message has been received, an agent will respond shortly".
When to use it
- Reducing first-response time during business hours
- Out-of-hours coverage — bot handles simple questions, agents see escalations in the morning
- High-volume sites with many repeat questions ("where is my order?")
- Filtering noise from real issues — agents only see what needs them
Limitations & honesty
- • Bot only responds while no human agent has joined (status = "waiting")
- • Always escalates account-specific or sensitive topics
- • Never invents facts beyond your KB — the trade-off is occasional escalations on things the KB COULD have answered
- • Visitors are told they're talking to an AI — no impersonation of humans
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