AI Chatbot Features for Customer Support

What the AI knows, what it can do, and where it can talk to your customers

ZChat combines an AI agent, a knowledge base, built-in actions, scripted flows, a shared inbox for 12 channels, outbound campaigns and human handoff, so your team automates the routine questions and keeps the conversations that need a person.

Knowledge from wherever it lives

Crawl your website on a schedule. Upload PDF, Word, Excel, PowerPoint and CSV files; scanned pages and images are read with OCR (needs an OpenAI key, managed or yours). Connect Notion and Google Docs, import YouTube captions, or add exact Q&A pairs.

  • Website crawl
  • Notion and Google Docs
  • OCR for scans

Answers it can stand behind

Replies are grounded in your content, and each one shows which articles it used. When nothing relevant matches, the AI says it doesn't know rather than inventing an answer.

  • Source citations
  • No-match honesty
  • Streaming replies

Built-in AI actions

Turn on actions with a switch: book a meeting, capture a lead, check an order, open a Zendesk or Freshdesk ticket, alert your team on Slack, show product cards. Or describe your own API and let the AI call it.

  • 15 ready-made actions
  • Custom API tools
  • Per-action control

Flows for the scripted parts

Greet visitors with buttons, ask for an email, tag a hot lead and hand over to the AI or a teammate. Start from 18 ready-made templates, from lead qualification to returns and cancellation saves. Flows start on the first message, a keyword or the page a visitor opens, and step aside as soon as someone types freely.

  • 18 templates
  • Buttons and questions
  • Hand to AI or human

Human handoff in the same conversation

A visitor can ask for a person at any point. The transcript moves to your team with context intact, and agents can claim, reply to and resolve the thread from one inbox with assignment rules and SLA views. A live visitor list shows who is on which page right now.

  • Same thread
  • Routing and SLAs
  • Live visitor list

12 channels, one inbox

Website widget, email, SMS, WhatsApp, Facebook Messenger, Instagram, Telegram, Discord, LINE, Slack, Microsoft Teams and phone calls. The AI and your team answer them all in one place.

  • Social messaging
  • Email and SMS
  • Voice calls

Campaigns

Send an email or text message to all contacts or a tagged segment, up to 2,000 recipients a campaign. Unsubscribes and STOP replies are handled automatically, and replies arrive in the inbox.

  • Email and SMS
  • Tag audiences
  • Opt-out built in

Your model, your agents, your sign-in

Pick OpenAI, Anthropic, Gemini, DeepSeek, Mistral or OpenRouter. Run a different AI agent on each site. Sign in with Okta, Entra ID or Google Workspace through SSO, included on every plan.

  • Six AI providers
  • Agent per site
  • SSO and MFA

A quality loop built in

See unanswered questions, thumbs-down replies, guardrail hits and content gaps. Correct a reply in the inbox and it becomes a knowledge article, and test prompt or model changes in a sandbox before saving them.

  • Content gaps
  • Revise once
  • Sandbox testing

Follow-up after the chat

If a visitor leaves before your reply, it is emailed to them. Happy customers are invited to leave a review on the review link you set on the Chat button page, and an unhappy rating opens a follow-up ticket for your team.

  • Missed-reply emails
  • Review invitations
  • Tickets from bad ratings

Photos and files from messaging channels

Pictures and PDFs customers send on WhatsApp, Telegram, Messenger, Instagram, LINE or SMS arrive in the inbox next to the message, checked by their contents and kept to 5 MB.

  • Photos in the inbox
  • PDF documents
  • Type-checked files

A chat window in 44 languages

The AI replies in the visitor's browser language unless you set a reply locale in AI settings, and follows a visitor who switches language mid-chat. The chat window's own buttons and messages follow the visitor's browser in 44 languages, including Arabic, Hebrew, Persian and Urdu laid out right to left.

  • Replies in their language
  • 44 interface languages
  • Automatic

Everything on this page is in the Free plan except campaigns and extra sites. Paid plans add those and a widget without the ZChat badge; the two AI plans include 5,000 AI messages a month for the workspace.