For NineTen AI clients. You need Claude and your NineTen AI connector.
5 short steps in your portal
How to answer a website chat
A visitor on your website asks a question, and you cannot watch the chat all day. Your AI answers by itself from the facts you taught it, with no draft for you to check first. Every chat with a message lands in your Inbox. Chats that need you are marked, and you can step in and answer yourself.
Before you start
Your portal login.
Web chat switched on for your company by your NineTen AI team. You then see a Web chat card under Replies in Settings.
Your own Claude key in place for your AI. Your NineTen AI team sets it up. Without it, your AI cannot answer visitors.
Website chats live in your Inbox. They have no menu row of their own.
Open Inbox in your portal.
If you see a button named Web chat above the list, click it.
What you should see
One row for each chat, newest first, with the visitor's name, the time of the last message and a short line of it. A visitor with no name or email shows as Visitor and a number.
Step 2 of 5
2
Read a chat
Open a row to read the whole chat.
Click the row of the chat you want to read.
Read the top line, then the messages below it.
What you should see
The visitor's messages on one side. On the other side, your AI's answers marked AI and your own marked You. At the top, the page the chat started on, and whether they are on the site now. Details they left show under the top line. Details left with the form also make them a lead in My leads. An email typed in a message stays in the chat only.
Step 3 of 5
3
Start with the chats that need you
A chat marked Needs you is one where the visitor asked to meet, asked a price, or your AI said a person would follow up.
Look for the mark Needs you on a row.
Open those chats first.
What you should see
The top of the chat still says AI is answering. A mark Booked means the visitor set up a time that is still ahead.
Step 4 of 5
4
Answer it yourself
When a chat needs a person, write your own reply.
Click in the box at the foot of the chat and type your reply.
Click Send.
Click Send again on the bar that asks you to confirm.
Or click Take over to stop your AI without writing anything. No question is asked.
What you should see
Your reply shows marked You. The top says You're answering, and the row gets a You mark.
Step 5 of 5
5
Hand it back to your AI
When you are done, let your AI carry on.
Open the chat.
Click Hand back to AI. No question is asked.
What you should see
A message says Handed back to your AI. The top says AI is answering, and the Needs you mark goes away.
You can also ask Claude to list your website chats, read one, answer a visitor or hand a chat back to your AI. Claude asks you to confirm before it sends a reply.
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