Chat agents that answer, qualify and route inbound conversations
Meet people who open chat with grounded answers, structured intake, and clean routing, without inventing outbound chat behavior.
Start with one workflow, use your approved content, and keep a human in control of exceptions.
Updated
5 min
Website go-live
$0
Free plan, no card
50+
Languages
9
Chat channels
What are inbound chat agents?
Inbound chat agents handle conversations that customers start on website or messaging widgets. Botcadence answers from approved content on the Website chatbot channel, captures intent, and routes or books the next step without inventing outbound chat behavior.
The Problem
Why inbound chat still needs structure
Inbound Chat Agents resolve the predictable first questions and package everything else for humans.
Chat queues grow after hours
Visitors leave when no agent is online to answer simple questions.
FAQ pages do not convert
People still need conversational help to choose a plan or book a demo.
Agents rewrite the same answers
Repetitive chats crowd out complex support work.
Intent is lost at handoff
Transfers arrive without the questions the visitor already answered.
Product capabilities
Inbound built around useful outcomes
Answer first questions
Resolve common requests from approved business content.
Capture intent
Collect contact and request details before routing.
Deflect with quality
Reduce repetitive tickets while keeping hard cases for humans.
Book next steps
Schedule demos or appointments when calendars are connected.
Inbound chat analytics
Track resolved chats, CSAT proxies, and escalation reasons.
How it works
Put inbound to work
List top inbound intents
Prioritize FAQs, pricing questions, booking, and ticket deflection.
Ground the agent
Attach help center content, product facts, and escalation policies.
Connect handoff destinations
Route chats to the right queue with full transcript context.
Tune from real threads
Expand coverage only after reviewing missed answers and handoffs.
Demo inbound Chat Agents
Walk a pricing-page chat from first question to booked demo or human handoff.
Example workflow
Support FAQ chat deflects without losing hard cases
An inbound Chat Agent resolves a billing-how-to question from the help center and escalates a dispute with transcript context.
Trigger
Customer starts website chat
A subscriber asks how to download last month’s invoice and then mentions a disputed charge.
AI action
Agent answers the how-to from docs
Botcadence walks through the invoice download steps from approved help content, then detects the dispute intent.
System update
Escalation opened with full history
The billing queue receives the thread, account fields, and reason code without asking the customer to restart.
Business outcome
Deflection plus cleaner tickets
Routine how-tos stay automated while disputes reach humans faster with better context.
Trigger
Customer starts website chat
A subscriber asks how to download last month’s invoice and then mentions a disputed charge.
AI action
Agent answers the how-to from docs
Botcadence walks through the invoice download steps from approved help content, then detects the dispute intent.
System update
Escalation opened with full history
The billing queue receives the thread, account fields, and reason code without asking the customer to restart.
Business outcome
Deflection plus cleaner tickets
Routine how-tos stay automated while disputes reach humans faster with better context.
The Transformation
Inbound chat before vs after
See how grounded inbound chat agents change deflection, lead quality, and handoff speed.
| Capability | Without AI | With Botcadence |
|---|---|---|
| Availability | Staffed chat hours | Always-on inbound coverage |
| Answer quality | Inconsistent agent replies | Grounded answers from approved docs |
| Lead capture | Optional form fields | Conversational qualification |
| Escalation | Customer restarts in email | Smooth transfer with history |
Who it is for
A practical fit for teams with repeatable conversations
Customer success
Teams answering account how-to questions at volume.
Common Questions
Questions teams ask before getting started
Website widgets and connected messaging channels such as WhatsApp, Instagram, Telegram, Slack, SMS or email, depending on your rollout.
No. Inbound waits for the customer to start. Proactive responds to an explicit user action or business signal without pretending every chat is outbound marketing.
Yes. Collect required fields, check availability when connected, and confirm the next step or hand off to sales.
Set voice guidelines, approved phrases, and escalation language so the agent stays on-brand while answering from your content.
Billing disputes, security issues, legal or medical advice, and any topic your policy marks as human-only.
Make inbound useful from the first launch
Start with one customer workflow, connect approved context, and expand once the team can see the outcome.
- One workflow to start
- Approved content
- Human handoff when needed