Website chat

What does the website chat answer, and what does it do when there is no answer

How it answers

An answer is the verbatim text of a confirmed answer of your organisation: a person writes and confirms the wording, and the chat neither paraphrases nor invents it. A question is matched against confirmed questions without a language model, so there is nothing to inject instructions into.

When there is no exact answer, the chat says: «The approved knowledge base has no exact answer. I will pass your question to a specialist» — and offers to leave a contact with consent to be contacted. The request becomes a lead in the CRM, and from there a person works with the visitor.

In which languages

Kazakh, Russian and English — by the language of the page. The hand-over phrase and the consent text are translated; confirmed answers are needed in every language the organisation wants to answer in.

How it is protected

The checks run on the server, not in the browser of the visitor.

• It works only on the domains the organisation declared; from any other site it gets the same refusal as a switched-off chat.
• An anonymous ten-minute session signed by the server; there is no cookie, so there is nothing to forge.
• Rate limits: per address, per session, per share of one address per hour and per widget per hour.
• An invisible honeypot field for bots; there is no captcha in this build — that is declared, not hidden.
• A question is up to 500 characters, control and invisible characters are removed; the question text is never written to the log.

What the chat never does

Apart from an answer from the confirmed base and passing on a request, the chat does nothing.

• it sends no email and makes no calls;
• it changes no prices and promises no discounts;
• it signs nothing and agrees to nothing on behalf of the company;
• it changes no CRM records — the intake creates the request, not the chat;
• it shows no personal data and takes no action outside the website.

How to switch it on

The chat is switched on separately from the request form, in the project widget settings: showing confirmed answers to any visitor of the website is a decision of the organisation. The widget goes on the site with a single line.

Basis: docs/WEBSITE_CHAT_WIDGET.md, apps/api/src/modules/projects/widget-chat.service.ts. This page describes what exists in this build, not what is planned.