We built Categent, AI customer support agents trained on a business's own website that answer on web chat, WhatsApp, Instagram, Messenger, Telegram and email.
Client: CategentIndustry: SaaS & TechnologyService: AI & Automation
Overview
Client
Categent
No-code AI customer support agents for growing businesses
Engagement snapshot
The challenge
Customers rarely stick to one route. The same business may get questions by WhatsApp, Instagram, email and its own website, often outside working hours and in more than one language.
Small teams struggle to watch all of those inboxes. Replies come late, leads go cold, and a customer passed between staff may have to explain the problem again.
A question sent in the evening can wait until the next day, by which time the buyer may have moved on.
A general chatbot may reply without knowing the firm's actual prices, policies or services.
When a person steps in without the history, the customer has to repeat everything.
The solution
We built a flow where an owner pastes a website link and Categent reads the public pages, then adds uploaded documents and question-and-answer pairs.
A single agent connects to each channel and shares one tone and one memory of every customer.
Businesses pick the model behind their agent and can switch at any time without retraining.
Key features
The agent checks real availability, confirms a slot and sends reminders within the conversation.
Business impact
Bookings and reminders
While chatting, the agent collects a customer's needs, budget and contact details, then syncs them to a CRM on supported plans.
Business impact
Leads synced to CRM
Reports show what customers ask and what the agent could not solve, so teams know which content to add.
Business impact
Visible unanswered questions
Before and after
Before
An inbox per app
Staff normally check each messaging app and email account on its own.
After
Unified inbox
Conversations from every connected channel appear together, with the agent replying in each.
Before
Answers in people's heads
Prices and policies are often known by a few staff members or buried in old files.
After
Approved knowledge
The agent answers from the website pages, documents and Q&A pairs the business provides.
Before
Start again
Moving a customer to another person often means asking the same questions twice.
After
Full story passed on
Staff receive the conversation with a summary, so they can pick up where the agent stopped.
Results
Around-the-clock replies
The agent answers around the clock on every connected channel, including in the customer's own language.
Before: Office hoursAfter: Any hour
Bookings and lead capture
Besides replying, the agent books appointments, captures leads and can act in connected tools.
Before: Manual follow-upAfter: In the chat
Human handoff
Conversations outside the agent's approved knowledge can be handed to the team, along with the history.
Before: Repeat yourselfAfter: With context
Trust and control
The agent is instructed to use the business's own knowledge and to offer a person when a question falls outside it.
Approved sourcesTeams review conversations, correct knowledge and control when a conversation is escalated.
Team controlCustomers control how long data is kept, and conversations are not used to train public models.
Retention controlFaster delivery
Each Categent agent draws on these four modules, whichever channel a customer uses.
Stores website pages, documents and Q&A pairs for the agent to answer from.
Links the agent to messaging apps, email and the website chat widget.
Runs each agent on the chosen AI model, with failover to a second one.
Gives staff one place to review conversations and take over when needed.
Categent learns from the business's own content. An owner pastes a website link and the platform reads the public pages, covering services, prices, policies and FAQs. Documents, question-and-answer pairs and tone instructions can then be added, and the knowledge re-syncs automatically when the website changes.
A Categent agent can answer on website chat, WhatsApp, Instagram, Messenger, Telegram and email, with SMS as a seventh channel where the plan allows it. The same agent serves all of them, with one tone and one memory of each customer. Some channels need provider approval, such as from Meta.
A Categent agent offers a human handoff when a question falls outside its approved knowledge. The person who takes over receives the conversation history and a summary, so the customer need not repeat anything. Teams can also review past conversations, correct the knowledge and adjust the escalation rules.
If questions are piling up across apps and inboxes, we can help you build an AI agent that answers from your own content and knows when to call a person.