Skip to main content

Assistants Overview

An assistant is your AI representative — it has a name and personality, understands your business, and handles customer conversations automatically by voice or text, around the clock. This page explains the two types and helps you pick the right one (or both).

What an assistant brings​

TraitWhat it means
PersonalityA name and communication style that match your brand
IntelligencePowered by advanced AI models, grounded in your catalog
CommunicationHandles customer conversations automatically, by voice or text
AvailabilityWorks 24/7 — no breaks, no missed calls

Two types of assistant​

Choose based on how customers reach you — a dedicated phone line, a widget on your website, or both.

Phone assistant vs web assistantThe phone assistant answers calls, holds natural voice conversations, handles SMS, and transfers to a person. The web assistant provides a chat widget, optional in-browser calling, real-time engagement, and lead capture.Phone assistantvoice calls + SMS · dedicated numberAnswers calls, natural voiceHandles SMS messagesSmart transfer to a personWeb assistantchat + optional web calling · site widgetEmbeddable chat widgetOptional in-browser callingReal-time engagement & lead capture

Phone assistant​

Voice-based communication through a dedicated phone number. It answers calls, holds natural voice conversations, handles SMS, transfers to a human when needed, and records and transcribes calls. Best for businesses that receive phone inquiries, appointment-based services, support lines, and customers who prefer talking.

Web assistant​

Website communication through an embeddable widget. It runs a chat widget, handles text conversations, optionally supports in-browser voice calls, engages visitors in real time, and captures leads. It ships in three modes:

ModeDescription
Chat onlyText-based chat widget
Voice call onlyIn-browser voice calling
Unified (recommended)Both chat and voice

Best for e-commerce sites, SaaS products, and service businesses with a web presence.

Choosing between them​

AspectPhone assistantWeb assistant
ChannelPhone calls, SMSWebsite chat, web calls
Customers reach you viaDedicated phone numberWidget on your website
Voice supportAlwaysOptional (Unified or Voice mode)
Text supportSMSChat
Setup requirementPurchase a phone numberEnter your website URL

Pick Phone if customers mostly contact you by phone or voice is essential; pick Web if customers find you through your website and you want to engage visitors there. Many businesses deploy both for complete coverage.

Language & voice

Assistants speak 30+ languages with native-quality pronunciation and offer multiple voice options — match the voice to your brand personality.

What happens next​

Creating an assistant follows a short, guided flow.

Assistant creation flowSeven steps: choose type, voice and language, role and objective, capabilities, knowledge base, channel configuration, and testing and deploy.1Type2Voice3Role4Capabilities5Knowledge6Channel7Deploy
note

Steps 4 (Capabilities) and 5 (Knowledge base) — at least one must be configured so your assistant has something to act on or answer from.

Follow the Assistant Setup Guide for step-by-step instructions, and connect real operations through Platform Services.

Best practices​

For naming, use real, professional names ("Sarah", "Mike", "Alex") that match your brand. For configuration, start from a ready-made role template, test thoroughly before going live, and review conversations regularly to keep improving.

Ready to build? Start with the Assistant Setup Guide.