AI Chat & Customer Conversations
Turn customer questions into a useful next step.
Answer familiar questions, collect lead details and help customers book through connected messaging channels. Start with replies your team reviews, or configure automatic responses for defined conversations.
Built around your work
Keep a simple question from becoming a long wait.
A visitor asks whether you offer a service. Another wants to book, but has a question first. When each answer depends on someone finding a free moment, the conversation can stall before your team learns what the customer needs.
AI Chat & Customer Conversations
Answer the question. Help the customer move forward.
- 01
Prepare the answers
Choose the channels and questions to cover. Add current business information, define the conversation goal and decide when a teammate should step in.
- 02
Choose how replies are sent
Use suggested drafts for a person to review and send, or enable automatic replies for the configured scope. Test the answers and actions before customers rely on them.
- 03
Connect the next step
Collect useful details, offer a calendar booking or hand the conversation to the team. Review unresolved questions and keep the knowledge and follow-up rules current.
Give your team more context and fewer repeated questions.
Help people understand your offer
Answer routine questions about services, hours and how to get started. The customer can decide whether your business is a fit before asking for a quote or appointment.
Prepare the team for follow-up
Ask relevant questions during the conversation so a teammate can see the requested service and context. Keep intake short and collect only what the next step needs.
Let customers schedule while they are engaged
A configured booking flow can check calendar availability and help arrange a time in the conversation. A booking link can be used instead when that better fits your process.
AI Chat & Customer Conversations
Choose the conversation tasks that help your customers.
AI Chat works through selected, connected channels. The reply mode, account access and actions you configure determine what it can do.
Suggested or automatic repliesKeep review in the process where it matters.
Suggested mode drafts a reply for a teammate to edit and send. Automatic mode sends replies using the agent’s instructions and settings. Start with review when testing a new use case, then choose which conversations are ready for automation.
Business answers and toneMake routine answers specific to your business.
Use maintained knowledge sources, FAQs and brand instructions to guide responses. Tell the assistant what to explain and when to ask for help. Review unanswered questions and test changes; training content is guidance, not a guarantee that every reply is correct.
Lead detailsCollect information your team can use.
Configure the questions and supported contact fields needed for follow-up. The contact-info action fills empty fields rather than overwriting existing values. Clear questions and field mapping help the team receive useful details without asking customers to repeat the whole conversation.
Booking in the conversationMove from interest to a calendar appointment.
Use a configured calendar to offer available times and collect booking details. Depending on setup, the assistant can book directly, share a booking link or support changes to an appointment. Availability comes from the calendar, not a fixed list of times in the instructions.
Human handoffGive difficult questions a clear next step.
When enabled and configured, handoff can respond to a request for a person, missing information or an unresolved issue. It can assign the conversation, create a task and pause the bot. Set a realistic closing message and staff notifications; assignment does not mean someone is online.
Controlled follow-upContinue a conversation at a more useful time.
Configure follow-up for customers who go quiet, say they are busy or request contact later. Set timing, working hours and stop behavior. Review existing outreach so bot follow-ups do not overlap with other sequences. Consent and each channel’s sending rules still apply.
AI Chat & Customer Conversations
See the conversation lead somewhere useful.
A website question before an estimate
A visitor asks whether the business offers patio cleaning. The assistant uses the approved service information and asks for the area and type of project. With the relevant fields configured, the team receives context for the estimate instead of only a name and phone number.
Illustrative example. Sample workflow, not a live product screen.
A social inquiry becomes a consultation
A person messages through a connected social channel about a consultation. The configured assistant answers the initial question, checks the selected calendar and helps book an available time. Channel rules still apply, and booking is only complete when the appointment is recorded.
Illustrative example. Sample workflow, not a live product screen.
A billing concern goes to the team
A customer challenges a charge and asks for a person. With handoff enabled and configured, the assistant explains the next step, assigns the conversation and pauses. The responsible teammate reviews the history and responds; the assistant does not promise a refund or immediate availability.
Illustrative example. Sample workflow, not a live product screen.
Use the right assistant for the job.
Customer conversations, staff assistance and phone calls have different purposes. Connect them to the same process without treating them as interchangeable.
AI Chat & Customer Conversations
Help customers through configured written conversations.
Ask AI
Help your team work inside CreateMomento.
Unified Inbox
Let staff review, organize and continue connected conversations.
AI Receptionist & Voice Agents
Handle configured calls and spoken appointment requests.
Start with the questions your team answers most.
We check your account, available features and usage needs before recommending a plan. Software access, custom setup and ongoing management are scoped separately.
Questions before you start
Where can the assistant respond?
Supported options include website live chat, SMS, Facebook Messenger, Instagram, WhatsApp and inbound email. Each channel needs an eligible connection and configuration. Channels have their own fees and messaging rules; connecting the inbox alone does not activate AI replies.
Can a person approve every reply first?
Yes. Suggested mode prepares drafts for manual review and sending. Automatic mode sends responses without that per-message approval. Choose deliberately and test the intended mode on each channel before launch.
Can it book or change appointments?
With compatible calendars and actions configured, it can help book appointments and support enabled cancellation or rescheduling options. It can also send a booking link. Test the actual calendar types, availability and rules for your business.
What happens if it cannot answer or someone wants a person?
An enabled handoff action can route the conversation, create a task and pause automated replies. This feature may need to be enabled for your account. Choose an owner, notifications and a truthful response-time message; handoff does not guarantee immediate human support.
Will it replace information already in the CRM?
The contact-info action fills supported empty fields and does not overwrite their existing values. Collecting basic contact details and changing existing records use their own settings or workflows. Review mappings and corrections as part of setup.
Can it automatically follow up with everyone?
No blanket outreach is implied. Follow-up must be configured for the intended scenario, timing and audience, with consent and channel restrictions respected. Coordinate it with existing messages and define when automation stops or gives way to a person.
Is automated email the same as email marketing?
No. This capability can respond to inbound emails through an eligible connected inbox and configured primary assistant. It is different from a marketing campaign. Email support for those replies does not mean every AI action inside a workflow supports email.
What keeps the answers useful over time?
Assign someone to maintain business information and review conversations. Test new offers, policy changes and unanswered questions. CreateMomento can help with setup and ongoing review under an agreed service scope; buying software alone does not maintain the content.
CreateMomento
Which customer conversations could use more support?
Tell us where your team gets stuck. We will help you identify the right tools and a practical first step.
Book a Strategy Call