Playbook · Customer support

An AI customer support chatbot trained on your content.

BusinessLyft answers customer questions day and night from your help docs, policies and FAQs, cites its sources, checks order or account status through your API and leaves your team the questions that need a person.

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Kindred Skin

kindredskin.example/help/returns

  1. Visitor: Can I return a moisturiser I’ve already opened?

  2. Kindred Skin: Yes. Opened products can be returned within 30 days if they caused a reaction, for a full refund. That’s from our Returns policy.

  3. Visitor: OK. And where’s my order? It’s KS-4410.

  4. API request: order status. GET /orders/KS-4410 · 200 OK · 160 ms

  5. Kindred Skin: Your order shipped yesterday and is due on Thursday. Here’s your tracking link.

  6. Rating. The customer rated the chat 5 out of 5.

An example skincare store: a policy question, then a live order lookup, with no ticket created.

01

Most support questions are already answered somewhere on your site.

Delivery times, refund rules, password resets, changing a plan. The answers already exist in your help centre and policies, yet customers still email, because finding the right page is harder than asking.

BusinessLyft turns those pages into instant answers. It reads your help docs, policies and FAQs, replies in a sentence or two and links the page it used. For questions about their own order or account, an API action looks up the live status, and when it can’t help, it says so and takes their details so your team can follow up.

  • Customers email questions your docs already answer.

    They get the answer instantly, with a link to the page.

  • “Where’s my order?” means a manual lookup.

    The live status is fetched from your own system.

  • Your team types the same five answers all day.

    Your team spends its time on the questions that need a person.

  • Gaps in your help content stay invisible.

    “I don’t know” answers show you exactly what to write next.

02

The playbook, step by step

Start with the content you already have, then fill the gaps the conversations reveal.

  1. 1

    Crawl your help centre

    Point it at your help docs and FAQ pages. It organises them into an editable knowledge base.

  2. 2

    Upload your policies

    Returns, shipping, warranty and privacy policies as PDF or Word files, so policy answers are exact.

  3. 3

    Connect order lookups

    Add an API action for order or account status, with the reference format customers will give.

  4. 4

    Review and fill gaps

    Read conversations in the dashboard and add a page or FAQ wherever the assistant had to say “I don’t know”.

03

Support that answers and checks

The parts of support an assistant can take on reliably.

  • Help docs, policies and FAQs

    Crawl your help centre and upload PDFs. Smart re-sync keeps answers current when a policy changes.

  • Cited answers

    Every reply links the page it came from, so customers can check the detail and trust the answer.

  • Order and account lookups

    An API action fetches live status from your system, so “where’s my order?” gets a real answer.

  • Satisfaction ratings

    On Pro, a quick rating at the end of a chat shows how well the assistant is helping.

  • Page-aware help

    On a help article or settings guide, PageSense answers about the exact page the customer is stuck on.

  • Clear about hours

    It knows when your team is in, so customers know when to expect a reply from a person.

04

The features behind every answer

The features that make support answers trustworthy.

05

Before you start

  • Live human handoff is coming soon. Today, when it can’t help, it says so and collects the customer’s details for your team to follow up.

  • It isn’t a helpdesk. There are no ticket queues or SLAs. It answers questions and keeps a full conversation history for your team.

  • Lookups need your API. Order and account answers need an API action connected to a system you control.

  • Answers are as good as your docs. Gaps in your help content show up as “I don’t know” answers, which tell you exactly what to write next.

FAQ

Questions, answered

Accuracy, order lookups, handoff and ratings.

Not entirely, and it shouldn’t. It takes the repetitive questions that already have an answer in your help content, so your team spends its time on the problems that need a person.

Keep exploring

Other playbooks

More ways the same assistant earns its place on your site.

Your next customer is on your site right now.

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