7. Chat Advisor

Status: The Chat Advisor capability exists technically and is used through server-side/widget contracts, but it is not a fully self-serve customer touchpoint for every organization yet. Treat broad customer activation as COMING SOON / guided.

The Chat Advisor answers visitor questions in a conversation. It prefers curated Klariton knowledge and falls back only when needed.

Answer Sources

The answer order is:

1. BIQ match: a published, curated answer is close enough to the question.
2. Material RAG: relevant passages from your material support an answer.
3. World knowledge: only if no internal source fits; must be transparent and limited.
4. Escalation: if the question cannot be safely answered or the visitor wants contact.

Why BIQs Matter

The more business-critical questions are covered by BIQs, the less the chat needs to improvise. Prepare chat by publishing high-quality BIQs first.

Product Recommendations

Where enabled, the advisor can recommend catalog products. Product cards should come from real product data. Display models and B-stock can be hidden from recommendation cards while still being discussed when a visitor explicitly asks for cheaper options.

Lead Escalation

The chat can create leads with conversation context. Lead handling is documented in Leads & Questions Inbox.

Trust and Testing

Before Chat Advisor activation:

• Complete Trust Center.
• Run Test Center.
• Confirm mandatory notices individually.
• Ask your own test questions.
• Resolve critical SafeGuard findings.

Cross-Sell

Cross-sell campaigns and sets are present as a configuration model. Live offer playback, promo-code management, targeting filters and click tracking should be treated as COMING SOON unless enabled for your organization.

What To Prepare Today

• Publish BIQs for top questions.
• Clean up material gaps.
• Configure Brand Voice & Compliance.
• Define personas.
• Decide who receives escalated leads.
• Run test cases before broad rollout.