Support
01Routine question
Aura retrieves a help article and drafts a cited answer.
Website channel
Convert website conversations into routed support work.
Web chat captures visitor intent, page context, contact data, and issue details, then routes the case into inbox, Aura, knowledge, or human escalation.
Routine questionOrder problemBuying intentTechnical issue
Website chat
visitor messages
visitor intake
Web chat to ticket flow
ticket created
Page context
URL
/docs/import-orders
captured
Browser
Chrome desktop
diagnostic context
Visitor
guest -> email captured
identified
Intake fields
Issue type
import failed
selected
Account
Acme Demo
matched from email
Priority
normal
SLA 24h
Ticket state
Ticket
REP-1842
open
Owner
Technical support
assigned
Source
Import guide
answer preview
intake01
Ask
The widget collects structured fields before escalation.
context02
Attach
Page URL and browser context follow the ticket.
assist03
Resolve
Aura drafts from docs while the operator keeps control.
Integrations overview
Web Chat
Web chat captures visitor intent, page context, contact data, and issue details, then routes the case into inbox, Aura, knowledge, or human escalation.
How it works
visitor messages
01
Routine question
Aura retrieves a help article and drafts a cited answer.
02
Order problem
The widget asks for order detail and routes to ecommerce support.
03
Buying intent
The conversation becomes a sales handoff with context.
04
Technical issue
The user is routed to structured intake or media upload.
Data entering Replofy
What web chat contributes.
Data
Used by Aura
Operator control
Data
Visitor message
Used by Aura
Classify support or sales intent
Operator control
Reply or route
Data
Page URL
Used by Aura
Infer product or docs context
Operator control
Add tag or queue
Data
Contact fields
Used by Aura
Create customer profile
Operator control
Verify identity
Data
Transcript
Used by Aura
Generate handoff summary
Operator control
Escalate with context
Common workflows
Website chat can branch by intent.
Commerce
02Order problem
The widget asks for order detail and routes to ecommerce support.
Sales
03Buying intent
The conversation becomes a sales handoff with context.
Escalate
04Technical issue
The user is routed to structured intake or media upload.
Control model
Website automation needs a human escape hatch.
Aura can use
- Visitor question
- Current page
- Approved knowledge
- Conversation history
Operators control
- Escalation rules
- Business hours behavior
- Sensitive-topic handoff
- Final replies for risky cases
Related pages
See what to read next.
Integrations
Gmail
Gmail threads enter Replofy with routing, summaries, ownership, AI drafts, approved-source replies, and human send control.
Integrations
WhatsAppSoon
WhatsApp messages can be triaged, summarized, routed, drafted, and escalated without isolating mobile conversations from the rest of support.
Solutions
Widgets
Replofy widgets capture support and sales intent from your site, collect useful context, route the conversation, and escalate when Aura should not answer alone.
Configure web chat
Make web chat part of your support workspace.
Capture context once and route the conversation correctly.