What customers ask
The conversations that matter
- How-to and setup questions
- Trial onboarding and activation
- Billing and plan changes
- Bug reports and outages
- Sales and upgrade enquiries
- Renewal reminders
What to measure
Metrics worth tracking
- Questions resolved by AI from docs
- Time to first response
- Tickets created per 100 conversations
- Trial-to-paid conversations handed to sales
Copy these
Three example flows
- FLOW 01
Docs answers
User asks in the in-app widget → AI agent answers from your help centre with a link to the source → offers a person if the answer did not help.
- FLOW 02
Bug report
User reports a problem → agent collects steps, browser and account ID → creates a Zendesk or Freshdesk ticket → support picks it up with the transcript.
- FLOW 03
Upgrade
Question about plans or limits → agent explains from your pricing page → qualified accounts are routed to sales with company and usage details.
Start with
Channels and integrations
Channels: In-app chat, Website chat, Email, Slack notifications.
Compliance note. Keep secrets, API keys and personal data out of chat transcripts where you can, and set a retention period that matches your privacy policy. This is general information, not legal advice.