The widget answers from the material you approved. If there are barely any pages, terms or answers to common questions, it will have nothing to answer with, and the conversation will run into "I do not know" fast. It makes sense to write that material first and install the widget afterwards.
The same goes for websites where everything that matters lives in a sales rep's head. Until it is written down, it will not reach the knowledge base.
The widget starts the conversation, but there is nobody to start it with. If a handful of people visit the page each week, there is practically nobody to tune the behavior on or to judge it by: you simply will not see whether it works. Traffic first, then the conversation.
An estimate, custom terms, a non-standard configuration. The widget can explain what the price depends on and gather the parameters, but it should not do the arithmetic. Questions like that go to a person, and rightly so.
Contracts, warranties, deadlines, refunds, legal and financial conclusions. Anything that binds you to a promise is discussed by a person. Here the widget has to stay quiet and hand the conversation over rather than reach for a similar sounding phrase.
Tickets, order statuses, access to a customer's personal data, incident reviews. That is the work of a support team, not of a first conversation. The tool is built for what happens before contact, not after it.
Healthcare, legal and financial services, insurance. A conversation on the website belongs here, but on a short leash: explain the process, help the person reach the right specialist, record the inquiry. A person gives the conclusions. You set the list of subjects that go to a person yourself, and in these fields it is longer than usual.
It guarantees no sales and no inquiries. It does not replace a sales rep. It does not read the visitor's mind: whatever the person did not say stays unknown and reaches your sales rep marked as exactly that.
It is not responsible for what is not in your material. If there is a mistake in it, that mistake will end up in an answer. Checking the material is on you.
The future of talking to customers is engaging through every channel there is: phone, email, chat, the web and social networks.
Focus on making your customer as successful as possible, and your own success will follow.
Everyone assumed that people who have vibe were given the ability to code. What actually happened is that people who can code were given vibe
Set up the first conversation on the pages that matter: what to explain, which questions to ask, when to stay quiet and what to pass to your team.