AI Chats

What's included

Knowledge and retrieval

• Content ingestion from your site, docs, help center, PDFs, or CRM knowledge base
• Chunking and embedding strategy tuned to your content type, since documentation and marketing pages need different handling
• Retrieval with reranking, so answers come from the right page instead of the most similar sounding one
• Refresh pipeline so the assistant updates when your content does
• Source citations in the answer, so users can verify and you can debug

Behavior and guardrails

• System prompt and persona matched to your brand voice
• Scope limits that keep it answering questions about you rather than anything else on earth
• Refusal rules for pricing, legal, or contractual questions where a wrong answer costs you money
• Hallucination controls, including saying it doesn't know instead of filling the gap
• Prompt injection protection
• Session memory, plus defined behavior when a returning user comes back

Handoff and conversion

• Escalation to a human with the full transcript, into Slack, Intercom, or your inbox
• Availability logic so the escalation offer only appears when someone can answer
• Lead capture inside the conversation, pushed to your CRM with source and click ID intact
• Booking handoff to Calendly or HubSpot meetings
• Qualification questions asked naturally in the flow instead of as a form

Deployment

• Web widget, in-app component, or both
• Streaming responses with a visible typing state
• Mobile behavior and accessibility, including keyboard navigation and screen reader support
• Multi-language where your audience needs it
• Rate limiting, spend caps, and abuse protection

Measurement

• Conversation analytics in PostHog or GA4 covering volume, containment rate, escalation rate, and where conversations die
• Question clustering so you can see what people actually ask
• Answer quality review process with a way to correct bad responses
• Cost per conversation reporting

Why it matters

Most site chatbots are worse than the search box they replaced. They get bolted on, grounded in nothing in particular, and confidently invent a pricing tier that doesn't exist. Then a prospect quotes it back to your sales team.

A chat assistant earns its place when it's grounded in your content, cites where each answer came from, and hands off cleanly the moment it's out of depth. The part nobody talks about is the reporting. Every conversation is a person telling you in their own words what they couldn't find on your site, and clustering those questions usually produces a better content roadmap than any keyword tool will.