Answers with your information
It answers product, delivery and opening-hour questions using information you share. Update the sources when that information changes.
Platform / Chat Assistant
Chat Assistant
Chat Assistant
A chat assistant is AI software that reads and answers customer messages. Palmate uses your company information to find products, check orders and start tasks you allow. When needed, it passes the conversation and previous messages to your team.
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?
Palmate shares information, finds products, tracks orders and passes conversations to your team. You choose which information each task uses.
Helps people find products
It asks what the customer needs and finds suitable options in your product list. It can compare size, color and material.
Finds order details
It asks for the order number and finds the customer’s record in your connected system. It shares the current order and shipping status.
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?
First, it receives the customer's question and finds the relevant information. Then it answers or starts a task you allow. Explore two examples.
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
Your connected product list, size options and stock details.
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 the information it can use and the actions it can take. You also decide when your team should take over. Update the sources when your products or services change.
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
Prepare 5–10 common questions and their correct answers. We’ll use this list to start setup.
- 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
AI chat assistant plans and monthly prices
These four plans include AI messages. The Live Support plan for staff-only conversations is not included in this table.
AI means artificial intelligence. Webchat is the chat area on your website. An API is a connection that lets two software systems share information.
| Plan | Monthly price | AI messages | Agents | Channels |
|---|---|---|---|---|
StarterBring AI support to your website.Available
| $89 | 500 | 1 | 1 · Webchat |
StandardBring Webchat and WhatsApp together.Available
| $159 | 1,000 | 2 | 2 |
ProMore channels, more automation.Available
| $369 | 3,000 | 5 | 4 |
EliteBroader coverage for growing operations.Available
| $1,000 | 10,000 | 10 | 10 |
Subscription prices include VAT. Live Support has no AI messages or setup fee. Other plans have a one-time setup fee of $300 plus VAT. Extra usage, custom development and WhatsApp sends are charged separately. Meta fees are not included.
See all prices and inclusionsFrequently 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?
It can ask for missing details or pass the conversation to your team. We agree on these steps during setup. We test missing orders and questions that your sources cannot answer.
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
Automate order lookups, record creation and notifications with Palmate. You choose the allowed actions and the steps that need staff approval.
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.
Compare prices and features in the plan table. We’ll agree on channels, system connections and setup scope during your demo.