AI chat qualification
A website chat agent answers approved questions, collects contact and job details, and hands the conversation to a person, with every transcript reviewable.
Visitors land on the site after hours, have one question, and leave. The chat widget says someone will get back to them, and nobody does, because the message went to an inbox nobody checks at night.
- 01Trigger
Chat opened
A visitor starts a conversation on the website or a landing page.
- 02Qualify or process
Answer and qualify
Approved answers only; qualification questions asked; anything out of scope is escalated.
- 03System update
Create the lead
Contact created in the CRM with a summary, the transcript, and a handoff task.
- 04Customer communication
A real answer, then a person
The visitor gets approved answers and a booking link or callback, never a price.
- 05Human escalation
Handoff
Live during hours, by task after hours; every transcript is reviewable and sampled weekly.
- 06Measurement
Chats to leads
Conversations, leads created, handoffs, out-of-scope questions, and bookings, weekly.
Best for
- Businesses with website traffic after hours and nobody to answer it
- Companies whose visitors ask the same handful of questions
- Owners who want chat leads in the CRM, not in an email
Trigger
A visitor opens the chat widget on the website or a landing page.
Inputs
- The approved answers: services, service area, hours, and what happens next
- The qualification questions and the field each one fills
- Business hours and who is available for a live handoff
- The escalation rules: what always goes to a person
Actions
- Greet the visitor and answer only from the approved content
- Ask the qualification questions and collect contact details
- Create the contact in the CRM with a summary and the full transcript
- Offer a booking link or a callback, per the business's rule
- Hand off to a person live during hours, or by task after hours, and escalate anything outside scope right away
Outputs
- A qualified lead in the CRM with the transcript attached
- A handoff task or a live conversation with a person
- A weekly list of transcripts for review
Human handoff
The agent asks approved questions only. It never quotes prices, gives legal or clinical advice, or promises availability. Anything outside the approved content gets a handoff to a person and a task, and every transcript is reviewable and sampled weekly.
Exceptions
- A visitor describing an emergency gets the phone number immediately and an alert goes to the on-call person
- Abusive or nonsense conversations end and are flagged
- A price question gets the approved deflection and a handoff to a person
- An existing customer is routed to their record and their job's owner
Required access
- Website access to install the widget
- The approved content and the escalation roster
- CRM access to create contacts and tasks
Important limitations
- The agent is only as good as the approved content; a thin knowledge base produces a lot of handoffs
- It can misunderstand a question, which is why it fails to a person rather than guessing
- For dental, med spa, and law firm sites, disclaimers and the list of forbidden topics are reviewed before go-live
- GoHighLevel
- HubSpot
- Twilio
- Slack
- GoHighLevel
- HubSpot
- Twilio
- Slack
Two to three weeks, including writing and approving the content the agent may use
$8,000 to $25,000
The range for the tier this workflow usually falls in. Your number comes in a written scope. Pricing →
Not sure which of these applies to you?
The Free AI Revenue Roadmap is a 30-minute call and a one-page document naming your three highest-value opportunities. You keep it either way.
Find out where the revenue and the hours are going.
Thirty minutes on a call. A one-page roadmap with your three highest-value opportunities, reviewed by Austin before it is sent. Yours whether or not you hire Surge.