Chatbot & AI

Zora Support includes cloud chatbot and AI features so routine questions get answered instantly while complex issues reach a human with full context.

What the chatbot does

• Greets visitors and answers common questions from your knowledge
• Collects details through conversational flows
• Hands off to an agent when confidence is low or the visitor asks for a person
• Works across the web widget and connected messaging channels (where supported)

AI assists can also suggest replies for agents (smart reply) so humans stay fast without sounding generic.

Human takeover

When a visitor needs a person—or the bot cannot resolve the request—Zora performs a human takeover:

1. The conversation is flagged for agents.
2. Context (messages, collected fields, channel) stays attached.
3. The bot stops auto-replying until the thread is resolved or returned to automation (per your settings).

Design handoff rules early: which intents always go to humans, which departments own them, and what the visitor sees while waiting.

Training and knowledge

Improve answers by:

• Connecting help articles and FAQs
• Adding Q&A pairs for precise product facts
• Reviewing missed questions from real conversations
• Keeping tone and policy notes in your bot configuration

Retrain or refresh sources when your product, pricing, or policies change.

Flows

Flows are guided paths—menus, questions, and actions—that collect information or route work. Use them for:

• Lead capture (name, email, company)
• Order or account lookups (with your own backend via API)
• After-hours triage before an agent is available

Combine flows with rich messages for buttons and forms inside the chat.

Office hours and bots

Pair the bot with office hours:

• Prefer humans during business hours
• Let the bot cover nights and weekends
• Send a clear offline message when nobody is available

Next steps

Connect messaging apps, refine settings, or drive custom bot behavior with the Web API and use cases.