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FAQ and self-service agent

The same questions, answered right, without tying anyone up.

The self-service agent learns from your company website, documents and spreadsheets and answers recurring questions with real information: hours, delivery times, policies, how things work, where to find you. When it does not know, it says so and hands off. Your team handles only what needs a person.

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A demo applied to your content, with a CitraChat specialist.

T
Téo · Support
online
Hi, do you deliver to Campinas? How long does it take?
09:41
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A different logic for self-service

Nobody reads an FAQ page. A direct answer, they do.

An FAQ page makes the customer search. A menu of options makes them fit a box. The self-service agent takes the question the way it arrives, looks up the answer in the real company content and replies in natural language. When the question falls outside the base, it recognizes that and hands off, instead of making things up.

Understands the question
The way the customer wrote it, typos included.
Searches the real base
Company website, documents, spreadsheets and fixed links, read and queried.
Answers from the source
Delivery times, policies, hours and addresses come from the content, not from the model's memory.
Hands off what it does not know
A question outside the base becomes a human support request, with an immediate email to the team.
How it works in practice

From company content to the answer on screen.

Six steps between training and a solved question. Scroll to follow along.

  1. Reads the company website
    Main site and extra pages read automatically. The agent learns products, policies and tone of voice from the source.
  2. Absorbs documents and spreadsheets
  3. Receives the question
  4. Queries and answers
  5. Sends the right link
  6. Hands off what slips through
T
Téo · Support
online
Training · website read · 42 pages
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1 of 6
Capabilities

What the self-service agent does inside the conversation.

Every capability below already runs in production. The benefit for the customer, and how it works underneath.

Automatic website readingThe agent starts out knowing what is on the site.Main site and as many extra sites as you want, each with its own status. Updates when the content changes.
Supporting documentsPolicies, manuals and internal FAQs become answers.PDF, Word, text, Markdown, spreadsheet and image, processed and added to the agent's knowledge.
Queryable databaseA big table, without memorizing or mixing it up.Spreadsheets with delivery times, locations, prices or products become real-time lookups, row by row, on every message.
Conversational trainingYou tune the agent by talking to it.A trainer inside the dashboard asks what is missing, pulls live URL content and builds the training with you.
Nothing made upA wrong answer is worse than none.Data that is not in the base does not come out. The agent says it does not have the information and offers a way forward.
Handoff to the teamWhat needs a person reaches a person.A human support request triggers an immediate email and any agent can take over the conversation in the dashboard.
Fixed linksThe customer lands on the right page.Links set in the dashboard are rewritten by code to the exact URL. No invented paths.
Service languagesAnswers in the customer's language.One main language and up to four secondary ones per agent, among 90 options. The widget follows.
What the company gains

Fewer repeated questions for the team. More right answers for the customer.

Questions solved on the spot
Delivery times, policies, hours and addresses answered in seconds, at any hour.
Same answer for everyone
The company policy is applied the same way in every conversation.
Content that already exists
Website and documents become support without rewriting anything.
Team only on what matters
Complaints, exceptions and new cases reach the team already with context.
You see what people ask
Full history and metrics show the most common questions and what the base does not cover yet.
Want to see this with your content?
Measurement

Knowing what people ask is data too.

Every conversation becomes an event in the dashboard, in GTM and in your pixels. The history shows what the agent answered alone and what needed the team, and points to where the base still has gaps.

Demo
Opened01
chat_opened
What for
Measures initial interest
Where it goes
Dashboard · GTM · pixels
Started02
chat_started
What for
First message sent
Where it goes
Dashboard · GA4
Engaged03
chat_engaged
What for
Third message, not a bounce
Where it goes
Dashboard
Went deeper04
chat_deep_engaged
What for
Tenth message, several questions in the same conversation
Where it goes
Dashboard · GTM
Asked for a person05
human_requested
What for
Question outside the base, needs the team
Where it goes
Dashboard · immediate email
Left contact06
lead_captured
What for
A question became an opportunity
Where it goes
Dashboard · pixels · webhook
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Available integrations
Google AdsMeta (Pixel + Conversions API)GA4Google Tag ManagerTikTokLinkedInChatGPT AdsWebhooksGoogle Calendar

Numbers only appear with a period, a denominator and a source. The funnel above shows what is measured, not a result.

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Rollout

CitraChat adapts to your process.

You can do everything yourself in the dashboard: train, test, publish and adjust. But you don't have to do it alone. Every account has a CitraChat specialist who follows the entire implementation and the evolution of the operation after it.

  1. We map contact reasons and ownersWith the specialist, you map why customers reach out today (questions, orders, complaints, bookings), what each case requires and who decides. That defines which agents exist and what each one resolves on its own.
  2. We define rules, data and integrationsYou write the business rules (warranty, deadlines, eligibility) and connect the sources the agent consults (website, documents, spreadsheets, calendar). The specialist reviews, points out what is missing and wires the events to your pixels and systems.
  3. You train the agents, with supportConversational training with an assistant inside the dashboard, automatic website reading, document and spreadsheet upload. Every change has a snapshot and restore, and the specialist tests real cases with you before publishing.
  4. We go live, measure and evolveWidget in one line of code and official WhatsApp. The team follows everything in the dashboard and takes over whenever it wants. The specialist keeps following the account: reviews the step-by-step funnel with you and points out where the training needs to evolve.
CitraChat specialist throughout the implementationFull autonomy in the dashboard, no dependenciesFree account to start, no cardNo lock-in contract
Who it makes sense for

For teams that answer the same question ten times a day.

  • E-commerceDelivery times, shipping, exchanges, payment and tracking.
  • Services and subscriptionsHow it works, what is included, how to cancel, how to change plans.
  • EducationEnrollment, schedules, documents, scholarships and calendar.
  • Clinics and healthcareInsurance, exam preparation, hours and location.
  • SaaS and technologyQuestions about usage, setup and integration, based on the documentation.
  • Condos, clubs and associationsRules, hours, bookings and duplicate invoices.

What support teams usually ask.

How many hours a week does your team spend answering what is already on the site?

Show us your content. In a demo, we train an agent on your site and watch it answer your customers' real questions.

Free account to start, no card. A CitraChat specialist through the whole setup.