How it works
From the site chat to the adviser.
What happens between a visitor’s first message and the closing of their request, step by step.
Thirty minutes · On your cases · No commitment
The journey
From the site chat to the adviser, in eight steps.
The visitor opens the chat
The bubble shows the welcome message and, if set up, a short form. A conversation and a contact record are created, anonymous at first.
The system decides who answers
If the assistant is enabled on the widget, it answers immediately. Otherwise, the conversation goes straight to the advisers.
The assistant answers
It drafts the replies and can suggest follow-ups. If the exchange ends there, the conversation is counted as resolved by the AI.
The assistant hands over
At the visitor’s request, on a sensitive subject, when frustration is detected, or if the assistant breaks down. The desk then turns off the AI on that conversation.
The handover is prepared
A linked ticket is created, with an internal note that carries over the context passed on by the assistant. Tags may be suggested. The visitor sees that an adviser is being found for them.
The conversation is assigned
With manual routing (the default setting), it waits for an adviser to pick it up. With automatic routing, it goes to an available adviser who has not reached their limit.
The adviser replies
With the history, the contact record, the clock, canned replies and internal notes.
The conversation ends
It is marked as resolved, then closed if there is no further activity. The linked ticket follows its own cycle in the ticket list.
The timer
The clock, and when it stops.
First response time and resolution time: you see what is about to slip before it does.
Two time limits
Rules set a first-response time and a resolution time, by priority, tags or channel, taking opening hours into account if you wish.
A pause when it’s the customer’s turn
The clock stops while the team is waiting for a reply from the customer.
The assistant’s time doesn’t count
Only your team’s time is measured.
Badges to set priorities
“At risk” then “Overdue” flag the conversations to handle first.
The difference
It is not a chatbot dropped onto a website.
A chatbot on a site
- It answers visitors automatically.
- It stops where its answers are no longer enough.
- It does not know who in the team should take over the request, or within what time.
- Emails and forms are handled elsewhere.
Winaity Desk
- The assistant is an option, disabled by default: the core of the product is human handling.
- On transfer, the conversation arrives with a linked ticket, a context note and the contact record.
- Every request has an owner, a status and a target time, and appears in the dashboard.
- Chat, emails and forms are handled in the same tool, as tickets.
See a queue clear.
We open a queue of real requests and show you what the assistant handles on its own.
Thirty minutes · On your cases · No commitment