Customers don't always want to type. They want to send you the screenshot, the invoice or the order confirmation and ask "what's this?". And when they do reach a person, they don't want to be left in silence. This update is about both of those moments. Everything below is live now on your website chat and WhatsApp.
1. Your chatbot now reads the files customers send
On your website chat widget (using the new paperclip button) and on WhatsApp, customers can now send a file and the bot reads it and answers using what is in it, together with your own knowledge base.
It reads:
- PDFs, including scanned PDFs, which are read by OCR.
- Word (.docx), Excel (.xlsx) and PowerPoint (.pptx) files.
- OpenDocument files (.odt, .ods, .odp).
- CSV, TXT, JSON, XML, Markdown, HTML and RTF files.
- Photos and screenshots with text in them, read by OCR in English, French, Spanish and Arabic.
So a customer can send a photo of an error screen, an invoice, an order confirmation or a price list, and get an answer instead of being asked to type it all out. Files can be up to 10 MB on the website chat and up to 15 MB on WhatsApp.
Two things worth knowing. First, the content of a file is treated as information the customer shared, never as instructions, so text hidden in a document cannot tell your bot to break your rules. Second, files are read to answer the customer and are not stored. Old .doc, .xls and .ppt files, video and audio are not read; the bot simply asks the customer to type the details.
Full details: the chatbot that reads attachments.
2. No customer left waiting after a handover
When your team takes over a chat, the bot steps back. But people get pulled away. Now, if nobody on your team replies, the customer gets a polite note after 10 minutes telling them your team has their message. If there is still no reply after 60 minutes, the AI takes the chat back and answers.
Your team can take over with confidence, knowing nobody is left staring at an empty chat. More: never leave customers waiting.
3. Never lose a lead to silence
A customer asks the price, the bot answers, and then the chat goes quiet. The new smart sales follow-up sends one friendly message a few minutes later, inviting them to carry on. It only follows a price, it sends once per conversation, and the delay and wording are configurable. A nudge, never spam.
More: smart sales follow-up.
4. Short, human replies
Nobody wants an essay in a chat bubble. Replies now come back as one clear, warm paragraph, the way a person would answer, and the customer can always ask for more. That matters most on a phone, which is where most chats happen.
More: short, human replies.
Try it
All four are live now. You can see everything the platform does on the features page, or start free with no credit card.
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