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Live chat Assistant

Answers your customers from what you’ve checked, on your website and by chat link everywhere else. If it doesn’t know, it says so, and your team takes it from there.

NZ$99+ GST a month · 150 chats included · cancel any time

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Where customers find it

On your website

A chat button, added with one line of code. Paste it into your site, or into your site builder’s custom-code box, and Live chat Assistant checks it’s there.

Everywhere else

A chat link and a QR code to put in your emails, on your invoices and on your signs.

Facebook Messenger and Instagram are coming. They need Meta to approve Buildloop’s app first.

How it learns your business

Think of it as a new staff member you’re training. Give it your price lists, policies and opening hours, and point it at your website.

It reads all of it and writes up its own notes on your business. You check those notes, and from then on it answers customers from what you’ve checked, nothing else.

1. You hand it the basics
Documents, opening hours, your website.
2. It reads everything
And lists the questions customers are likely to ask, with answers.
3. You check its answers
Approve each one, or tell it what to change.
4. It’s ready for customers
If it isn’t sure, it says so and passes the chat to you.

When it doesn’t know

It says so. Then it hands the chat to your team or takes the customer’s details, whichever you choose.

When someone wants a person

It hands the chat over, emails your team and tells the customer when to expect a reply. It knows your business hours.

Your team replies

They reply from Buildloop, where a suggested reply is waiting. It’s written from your checked answers and shows which ones it used. Nothing is sent until someone presses Send.

In your customer’s language

It replies in the language the customer writes in, and you read every chat in English. Type your reply in English and it goes out in theirs. Replies in te reo Māori and Samoan wait until a speaker has checked them, so for now it replies in English and says so. You can also keep it to English only.

Setting it up

Add your documents and website
Price lists, policies, opening hours: whatever your customers ask about.
See the likely questions
Live chat suggests the questions customers are likely to ask, each with an answer and where it came from.
Check each answer
Mark it ready, or tell Live chat what to change and it rewrites it.
Choose what it does and how it sounds
Hand over, take details, arrange a call back or share a link. Use the same words every time, or vary them. Set your business hours.
Test it, then publish
Ask it your own questions first. Publish when you’re happy with the answers.
Add the chat button or link
Put the button on your website, or share the chat link.

Tested before it goes live

Every time you publish a change, Live chat is first tested against:

Every answer you’ve checked
Every correction you’ve made in a review
Your own test questions
Safety checks: people trying to change its instructions, talk it into a discount or a promise, get it to do unrelated jobs, or abuse it

A failed safety check stops the change going live until it’s fixed. Tests are free and don’t count as chats.

Your rules, on every reply

List the words and phrases it must never say, and add rules in plain English, like “Never promise a date. Offer a call instead.” Every reply is checked against them before it’s sent. A reply that can’t keep to them isn’t sent, and the chat goes to a person.

If someone misuses it

Abuse gets one polite reply, then the chat goes to a person and Live chat stays quiet in it. Attempts to misuse it, and requests for unrelated work, are politely turned down.

Reviews and reports

Review it whenever you like

Pick a week or a month. Live chat sums it up and suggests changes, each with the chats behind it. Accept a correction and it’s saved as a test too, so the old reply can’t creep back. Customers can rate any reply with a thumbs up or down.

See how it’s going

Chats, how they ended, thumbs up and down, busy times, the most asked questions, where chats came from and their languages, with the main figures against the period before. Or ask your chats a question, like “What did people ask about price?”, and get a short answer with the chats behind it.

Your customers’ details

Card numbers and passwords

If a customer types one, it’s hidden before anything is saved or read by the AI, and they’re asked not to send it.

Who sees what

Everything is marked for customers, staff or owners, so what’s only for owners stays with owners. Phone numbers, emails and addresses in your documents are held back from customers until you allow each one.

Returning customers

Your team sees a customer’s earlier chats with you. On your website, Live chat never assumes who someone is.

Kept in Sydney

Chats are stored in Sydney, Australia.

What it costs