Reply Botz Documentation
Set Up Better Customer Conversations
Practical guidance for launching live chat, training your AI chatbot, managing tickets, and keeping every customer conversation moving.
One Workspace for Support, Chat, and Follow-Up
Reply Botz brings live chat, AI chatbot support, ticket management, and marketing automation into one practical workspace for small and midsize businesses. Add chat to your website, give the AI clear support content to work from, and let it handle routine questions while your team takes over when a customer needs a person. Conversations can become tickets, agents can review AI-assisted reply suggestions before sending, and follow-up workflows can help you capture leads and stay in touch. The goal is straightforward: make customer support easier to run without making customers work harder to get help.
Get Reply Botz Ready for Customers
1. Add Live Chat to Your Website
Place the live chat widget where customers can easily find it. Set the basics first, including when chat is available and how you want incoming conversations handled.
2. Define What the AI Should Know
Add clear, accurate support content covering your products, services, policies, and common questions. Keep this information current so the chatbot has useful guidance for its replies.
3. Test, Refine, and Go Live
Run through real customer questions, check when conversations should become tickets or move to a human agent, and review AI-assisted replies. Once the experience feels right, make chat available to customers.
Configure Your AI Chatbot
Set clear rules before your chatbot starts answering. Define its job, choose the knowledge it can use, and tell it exactly when to bring in a human.
Define the Bot’s Role
Approve Its Knowledge
Set Human Handoff Rules
Manage Every Customer Request
Review New Requests
Check incoming chats and tickets in one place so urgent questions do not get missed.
Track Ticket Status
Move requests through clear stages, from new and in progress to resolved or closed.
Assign the Right Owner
Route conversations to the person or team best placed to handle the customer’s question.
Keep Conversation History
Use the full chat and ticket record to understand what the customer has already asked and received.
Organize With Categories
Group related requests so your team can sort work, spot recurring issues, and stay focused.
Add Internal Notes
Leave private context for teammates without exposing operational details to the customer.
Follow Up Clearly
Reply with next steps, ownership, and timing so customers know what will happen next.
Close the Loop
Confirm the issue is resolved before closing the ticket, keeping your support queue accurate.
A Practical Support Workflow
How AI and Agents Work Together
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1. Handle Routine Questions
The chatbot answers common questions using the knowledge and boundaries you have approved.
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2. Hand Off When Needed
When a request needs judgment, account access, or personal attention, the conversation is routed to an agent.
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3. Review AI-Assisted Replies
Agents can use AI to prepare a reply, then review and edit it before sending it to the customer.
Review AI-Assisted Replies Before You Send
AI-assisted replies can save time, but the final message should still reflect your judgment. Before sending, check that the response answers the customer’s actual question, uses the right details from the conversation, and does not make assumptions about orders, accounts, policies, pricing, or timelines.
Read for tone as well as accuracy. Adjust wording when a customer is frustrated, confused, or discussing a sensitive issue. Keep the reply clear, helpful, and consistent with how your business communicates. If the AI draft references information you cannot verify, remove it or confirm it first.
Use human judgment for exceptions, refunds, disputes, account-specific decisions, and any promise that could affect the customer or your business. You can edit the suggested reply, add missing context, ask a follow-up question, or take over the conversation completely. The AI helps your team move faster; your team remains responsible for what is sent.
Build Marketing Workflows That Follow Up
Choose the Trigger
Start with the action that should launch the workflow, such as a visitor starting a chat, submitting a lead form, requesting information, or leaving a conversation without a reply. Use a clear trigger so the right follow-up begins at the right moment.
Define the Audience
Set who should receive the workflow based on the details you collect. Segment leads by interest, question type, stage of the buying process, or support need so messages stay relevant instead of sounding generic.
Plan the Sequence and Handoff
Create a practical message sequence: confirm the request, share useful next steps, and send a timely follow-up. When a lead is ready to talk or needs help beyond automation, route the conversation to the appropriate sales or support team for personal follow-through.
Reply Botz Workflow FAQs
Practical answers for setting up chat, using AI support, managing conversations, and knowing when a person should step in.
What can I use Reply Botz for?
Reply Botz brings together AI chatbot conversations, live chat, ticket management, and marketing automation. You can use it to answer common questions, capture leads, organize customer requests, and route conversations to your team when human help is needed.
How does live chat work in Reply Botz?
Add live chat to your customer experience, then have team members monitor and respond to incoming conversations. When a request needs follow-up, keep the conversation organized as a ticket so your team can track it through resolution.
When should a chatbot hand a conversation to a human agent?
Hand off when the customer asks for a person, the question requires account-specific information, or the situation involves a decision the AI should not make. This includes refunds, complaints, exceptions, sensitive topics, and requests that need verification.
Are AI-generated replies sent automatically?
AI-assisted replies can be reviewed by an agent before they are sent. Your team should check the draft for accuracy, tone, current policy details, and conversation context, then edit, send, or replace it as needed.
Who is responsible for the final answer to a customer?
Your team is responsible for the final message and any commitment made to a customer. Reply Botz helps draft responses and handle routine interactions, while people apply judgment, confirm important details, and manage exceptions.
Can I create follow-up workflows for new leads?
Yes. Create workflows around a clear trigger, define the audience, and plan a useful sequence of follow-up messages. Include a handoff point so qualified leads or customers needing help reach the right sales or support person.
Which integrations does Reply Botz support?
Only integrations confirmed for your Reply Botz setup should be presented to customers or included in a workflow plan. Check the available integration options in your account or with Reply Botz support before promising a connection to another tool.
Can I use Reply Botz for both sales and support conversations?
Yes. Use chat and automation to capture and qualify leads, then route sales-ready conversations to your sales team. Use the same workspace to handle customer questions, live support chats, and tickets that require follow-up.
How does Reply Botz provide support?
Reply Botz sells and supports the platform directly. If you need help with setup, workflows, chat configuration, or day-to-day use, contact the Reply Botz support team through the support options available to your account.
Ready to See the Workflow in Action?
Test the live chat experience or speak with Reply Botz about the right setup for your team.