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A chat agent that answers customers and gets things done.

It answers product and policy questions, checks order and ticket status, captures leads and books calls on your website, WhatsApp or helpdesk, and brings in your team when it should.

Book a 20-minute callSee pricing

What it is

A chat agent replies to customers in writing, on your website, on WhatsApp or inside your helpdesk. It answers from the content you approve, looks things up in your systems and takes simple actions, like creating a return label or booking a call.

Good first jobs

  • Answering product and policy questions
  • Checking order and ticket status
  • Capturing leads and booking calls
  • Drafting replies for your support team

A person steps in when

  • The customer is upset
  • The answer isn't in the approved content
  • The request needs approval, such as a refund outside policy

The blueprint you approve

Here's an example for an online store. You approve one like it before anything is built.

Chat agent

Example: online store

Goal
Answer shoppers' questions and sort out routine order issues on website chat.
Knows
Product details, delivery and returns policies, order records.
Can do
Look up orders, share tracking, create return labels, open tickets for the team.
Hands over when
The customer is upset, the answer isn't in the approved content, or a refund needs approval.
Measured by
Resolution time, issues handled per hour, handover rate.
The one-page blueprint you approve in the audit.

See it handle a conversation

Live chat

Website chat, online store, 2:40 pm

Customer

Where's my order #48213? It was due yesterday.

AI

Sorry for the wait. Order #48213 shipped on Monday and is out for delivery today, due by 6 pm. Here's your tracking link.

Customer

Thanks. The blue one is the wrong size. Can I return it?

AI

Yes, returns are open for 14 days after delivery. I've emailed you a prepaid label for the blue one.

Customer

It arrived late. Can you refund the shipping fee too?

AI

Shipping refunds are approved by my teammate on the support team. I've sent them your order, the delay and this request, so you won't need to explain again. You'll hear back today.

Handed to the support team

What the AI did

  • Looked up order #48213 in the store system
  • Tracking found: out for delivery today
  • Matched the return policy (Returns page)
  • Return label created and emailed
  • Shipping refunds need staff approval
  • Ticket sent to the support lead with the full chat

Illustrative example, not a client case.

A lesson from the industry

What a chatbot says, the business says.

In Moffatt v. Air Canada (2024), a British Columbia tribunal held the airline liable for incorrect information its website chatbot gave a customer.

The lesson applies to every business with a chat agent: customers treat its answers as yours. That's why ours answer only from content you approve, and hand over when the answer isn't there.

Source: Moffatt v. Air Canada, 2024 BCCRT 149

A public example from another company, used to explain how we build. It is not a criticism.

What it costs

Start with a $750 audit, then a chat agent pilot from $3,000 (2 to 4 weeks). Keep improving it with managed optimisation from $750/month.

See pricing
  • Chat and voice qualification agent

    New enquiries wait too long for a reply

    Reply to every new enquiry straight away and book the right ones into your calendar.

    See this use case
  • Support agent

    Our support inbox is overloaded

    Resolve routine questions and actions, and hand the rest to your team with the full story.

    See this use case
  • Voice or WhatsApp reminder agent

    People don't turn up for appointments

    Remind, confirm and rebook, so fewer slots go empty.

    See this use case

Questions about the chat agent

No. It handles the routine questions so your team can focus on the ones that need a person. Upset customers, exceptions and anything it isn't sure about go to your team.

Usually not. We start with the helpdesk, website and messaging tools you already use.

It answers only from content you approve, and shows customers the policy it's quoting when that helps. We test it on real questions before launch and review conversations every month. No AI is perfect, so when it isn't sure it says so and hands over.

Website chat, WhatsApp and most common helpdesks. The audit confirms which of your channels can connect, and how.

Tell us what's piling up

Tell us which job you'd like an agent to take off your team's plate. We'll reply by email to set up a 20-minute call.

Email hello@drayaailab.com with a line about the work you'd like to hand over, and we'll reply to set up a call.