Answers with your information
It uses the product, delivery and company information you provide. You choose which documents and connected sources it can use.
Platform / Chat Assistant
Chat Assistant
Chat Assistant
Palmate Chat Assistant answers customer questions on your website, WhatsApp and other messaging channels using the information you connect. It helps customers find suitable products, checks order status in your systems and passes conversations to your team when a person is needed.
Your order is being prepared and has not shipped yet. The order contains a beige linen shirt.
The current status was retrieved from the order record and shared with the customer.
What does Chat Assistant do?
Chat Assistant answers questions on your website, WhatsApp and other supported messaging channels. It draws on the documents, product data and connected systems you choose to share, then answers or starts a task inside that same conversation.
Helps people find products
Customers get help choosing products through a short back-and-forth conversation. It checks their needs against your connected product catalogue.
Finds order details
It looks up order status directly in your connected order system and replies with the current status and the item inside the order.
Brings in your team
Staff can read the full conversation history before taking over a chat. You choose when the assistant should bring in your team.
How does Chat Assistant answer customer questions?
Every conversation follows the same three steps, whether it ends in an answer or a task. These examples show how it handles an order lookup and a product recommendation.
How does Chat Assistant handle an order status question?
- Customer
Has my order been shipped?
- Palmate
Could you share your order number?
- Customer
#48210.
- Palmate
Your order is being prepared. It has not shipped yet, so there is no tracking link available.
Information used
The order matched to the customer and its current shipping status.
Result
The customer knows which stage the order has reached without opening a separate page.
How does Chat Assistant help a customer choose a product?
- Customer
I need a shirt for the office in summer.
- Palmate
What size do you wear, and do you prefer light or dark colours?
- Customer
Medium, in a light colour.
- Palmate
The beige linen shirt is in stock in medium. The light blue cotton shirt is another option. I can explain the difference between linen and cotton.
Information used
The connected product catalogue, size options and stock information.
Result
It can explain how the two fabrics differ so the customer can decide.
YOU STAY IN CONTROL
Why keep control over its sources and actions?
You choose which information sources Chat Assistant can use, which actions it’s allowed to carry out and when it should hand a conversation to your team instead of answering itself. Those sources need updating as your products and services change, since the assistant only knows what you’ve connected.
How does Chat Assistant find an answer?
- It receives the question from the customer.
- It finds the matching information in the sources you connected.
- It answers directly or starts the task you allowed, such as an order lookup.
GETTING STARTED
How do you get started with Chat Assistant?
- 01
List common questions
List 5 to 10 frequent customer questions along with their correct answers.
- 02
Connect your information
Connect your product, delivery and company information, plus your order system if you need order lookups.
- 03
Test difficult cases
Test missing information, orders that can’t be found and requests that need a person.
What should we prepare before a demo?
- The website or messaging channel to use
- Current information sources and sample customer questions
- When to hand over and who should take the conversation
Frequently asked questions
Can we use Chat Assistant on our website and WhatsApp?
Yes, it works on your website, WhatsApp and other supported messaging channels. We select the connections you need during setup.
Where does Chat Assistant get its answers?
It answers using the documents, information sources and connected systems you provide. We agree on those sources together before launch.
How do we control what Chat Assistant is allowed to do?
You choose which actions it can take and when it must ask for approval first. We test the important scenarios together before launch.
Can a customer talk to a person instead?
Yes, conversations that need human help go straight to your team. Staff can see the full conversation history before they respond.
What happens if Chat Assistant can’t find the answer?
We define this during setup, so it can ask for missing details or pass the conversation to your team. Missing orders and questions outside your sources are part of the test scenarios we run together.
How is Chat Assistant priced for a growing business?
Pricing depends on the channels, connections and usage level you choose. Compare plans on the pricing page or confirm the setup during a demo.
What should we prepare before a demo?
Bring the website or messaging channel you want to use, along with current information sources and sample customer questions. Decide in advance when a conversation should go to a person and who takes it.
Explore the rest of the platform
Task Automation
Palmate task automation runs order lookups, record creation and notifications using your own rules and approval limits. Set permissions and book a demo.
Live Support and Requests
Palmate’s live support and requests feature hands conversations to your team, keeps history and status together, and tracks who owns each request. Book a demo.
Voice Assistant
Answer phone and WhatsApp calls and start outbound phone calls.
Channels and Integrations
Connect messaging channels and the systems your business uses.
Platform overview
See how assistants, automation and your team work together.
See how it works in your business.
Book a short demo and bring one of your own customer questions to it.
Pricing depends on the channels, connections and usage your business needs. Compare plans on the pricing page, then confirm the right setup during a demo built around your own questions and channels.