Where do answers come from?
You share your product list, delivery policies and common questions. Palmate uses these sources to answer customers.
Update the source when information changes. During setup, we agree on what to do when an answer is missing.
Order tracking and other tasks
An integration connects Palmate to another system so they can share information. This can provide current details such as order status.
You choose which information it can read and which actions it can take. Decisions such as refunds can require staff approval.
When a customer wants to speak to a person
The conversation and earlier messages pass to your team. Staff can see the context and continue where the assistant stopped.
We choose the receiving team and working hours. We also agree on how to handle requests outside those hours.
Can it offer help before a customer asks?
Yes. It can offer help based on rules you choose. For example, it can help a shopper choose a size on a product page.
You decide when to offer that help. The channel’s permissions and messaging rules still apply.
What do we need for setup?
First, we choose the channel, sample questions and information sources. If a system connection is needed, we review its scope.
An API is a connection that lets two software systems share information. We agree on access, test sample conversations and then launch.
