Automate Customer Support

Answers recurring questions from the knowledge base, captures leads mid-conversation, and hands off to your team with contact details and the full message history.

Nivon can handle common customer questions, collect visitor details, and send conversations to your support team when human help is needed.

Support Automation

Nivon uses the agent's knowledge and settings to answer customer questions.

Common support topics include:

Product questions
Pricing
Account access
Troubleshooting
Refunds and policies
Product documentation

The agent can handle these conversations without requiring your team to reply to every question.

Use the Knowledge Base to control the information Nivon can use when answering customers.

Lead Collection

Nivon can collect visitor details during a conversation.

The lead form can collect:

Name
Email

Using Lead First when collecting visitor information is the main goal of the conversation. With Chat First, the agent focuses on helping the visitor before lead collection.

Collected contact details are available in Leads and can also be viewed with the related conversation.

Hand off to your team

Escalation moves a conversation from AI support to human follow-up. Nivon first collects contact details, then marks the conversation for review.

How escalation works

The customer asks for help.
Nivon determines that human support is needed.
The agent asks for the customer's name and email.
The customer submits the details.
Nivon saves the contact information.
The conversation is marked as Needs human.
Your team reviews the conversation and follows up.

The visitor sees a message explaining that the request has been escalated and that the team will follow up.

What your team receives

The conversation remains available with:

The full conversation thread
Customer name
Customer email
Conversation status
Customer profile

Reply to the customer by email directly from the conversation.