What website chat can handle
- Identify whether the visitor is a new lead or existing customer
- Answer approved questions about services, hours, and coverage
- Collect the service request and location
- Qualify the opportunity using business-specific questions
- Support appointment booking or callback requests
- Escalate or notify staff when a request needs human attention
Consistent with phone and text
Website chat uses the same approved knowledge and operating rules as the rest of the CallShift front desk. That reduces contradictory answers and gives your team a more consistent lead record regardless of where the conversation began.
Designed to move the visitor forward
The goal is not to keep someone chatting indefinitely. The workflow should answer what it can, collect what the business needs, and move toward booking, a call, a text conversation, or staff follow-up.