AI Chatbot Features for Customer Support
What the AI knows, what it can do, and where it can talk to your customers
ZChat combines an AI agent, a knowledge base, built-in actions, scripted flows, a shared inbox for 12 channels, outbound campaigns and human handoff, so your team automates the routine questions and keeps the conversations that need a person.
Knowledge from wherever it lives
Crawl your website on a schedule. Upload PDF, Word, Excel, PowerPoint and CSV files; scanned pages and images are read with OCR. Connect Notion and Google Docs, import YouTube captions, or add exact Q&A pairs.
- Website crawl
- Notion and Google Docs
- OCR for scans
Answers it can stand behind
Replies are grounded in your content, and each one shows which articles it used. When nothing relevant matches, the AI says it doesn't know rather than inventing an answer.
- Source citations
- No-match honesty
- Streaming replies
Built-in AI actions
Turn on actions with a switch: book a meeting, capture a lead, check an order, open a Zendesk or Freshdesk ticket, alert your team on Slack, show product cards. Or describe your own API and let the AI call it.
- 13 ready-made actions
- Custom API tools
- Per-action control
Flows for the scripted parts
Greet visitors with buttons, ask for an email, tag a hot lead and hand over to the AI or a teammate. Start from 18 ready-made templates, from lead qualification to returns and cancellation saves. Flows run on a keyword or the first message and step aside as soon as someone types freely.
- 18 templates
- Buttons and questions
- Hand to AI or human
Human handoff in the same conversation
A visitor can ask for a person at any point. The transcript moves to your team with context intact, and agents can claim, reply to and resolve the thread from one inbox with assignment rules and SLA views. A live visitor list shows who is on which page right now.
- Same thread
- Routing and SLAs
- Live visitor list
12 channels, one inbox
Website widget, email, SMS, WhatsApp, Facebook Messenger, Instagram, Telegram, Discord, LINE, Slack, Microsoft Teams and phone calls. The AI and your team answer them all in one place.
- Social messaging
- Email and SMS
- Voice calls
Campaigns
Send an email or text message to all contacts or a tagged segment. Unsubscribes and STOP replies are handled automatically, and replies arrive in the inbox.
- Email and SMS
- Tag audiences
- Opt-out built in
Your model, your agents, your sign-in
Pick OpenAI, Anthropic, Gemini, DeepSeek, Mistral or OpenRouter. Run a different AI agent on each site. Sign in with Okta, Entra ID or Google Workspace through SSO, included on every plan.
- Six AI providers
- Agent per site
- SSO and MFA
A quality loop built in
See unanswered questions, thumbs-down replies, confidence and sentiment. Correct a reply in the inbox and it becomes a knowledge article, and test prompt or model changes in a sandbox before saving them.
- Content gaps
- Revise once
- Sandbox testing
Follow-up after the chat
If a visitor leaves before your reply, it is emailed to them. Happy customers are invited to leave a review on the link you choose for each site, and an unhappy rating opens a follow-up ticket for your team.
- Missed-reply emails
- Review invitations
- Tickets from bad ratings
Photos and files on every channel
Pictures and PDFs customers send on WhatsApp, Telegram, Messenger, Instagram, LINE or SMS arrive in the inbox next to the message, checked by their contents and kept to 5 MB.
- Photos in the inbox
- PDF documents
- Type-checked files
A chat window in seven languages
The AI replies in the language the visitor writes in, and the chat window's own buttons and messages follow the visitor's browser in English, Chinese, Spanish, French, German, Portuguese or Japanese.
- Replies in their language
- Seven interface languages
- Automatic
Everything on this page is in the Free plan except campaigns and extra sites. Paid seats add those, 5,000 AI messages a month and a widget without the ZChat badge.