Web chat intake

A website support entry point that feeds the support workspace.

Replofy widgets capture support and sales intent from your site, collect useful context, route the conversation, and escalate when Aura should not answer alone.

Install widgetCapture intentRetrieve sourceRoute case

Website chat

visitor messages in one place

visitor support

Website widget intake

routing in progress

Visitor context

Page

/pricing

active

2m 14s active

Intent

refund question

detected from message

Identity

guest visitor

pending

email requested

Widget transcript

11:32

Can I return a damaged item?

web chat

Aura draft

Answer with returns policy v2.4

approved

2 cited sections

Route

Returns queue

handoff if order found

Control state

Source

Returns policy v2.4

approved

Action

collect order ID

warning

no refund permission

Owner

Unassigned

SLA starts after email

intake01

Capture

Widget asks for email and order reference before opening a ticket.

source02

Ground

Aura previews an answer from approved policy only.

control03

Handoff

If order context is required, route to returns support.

Solutions overview

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.

How it works

visitor messages in one place

Install widget

Place web chat on the site and configure brand, form fields, and availability state.

Capture intent

Collect question, contact, page URL, product, order number, or attachment when needed.

Retrieve source

Aura checks approved docs for routine answers such as shipping, setup, or policy.

Route case

Support, sales, billing, or technical teams receive the conversation based on workflow rules.

Problem Replofy solves

Most widgets capture messages but do not connect them to real support operations.

Replofy treats the widget as an intake surface for routing, knowledge retrieval, ownership, and escalation.

Problem 01

Thin intake

Basic chat boxes often miss product, account, order, screenshot, or intent context.

Problem 02

No owner

Website conversations need the same ticket state and responsibility as email.

Problem 03

Unsafe automation

AI should know when to answer, ask for detail, or hand off.

Widget path

Visitor message to routed support case.

Setup

Install widget

Place web chat on the site and configure brand, form fields, and availability state.

Intake

Capture intent

Collect question, contact, page URL, product, order number, or attachment when needed.

Grounding

Retrieve source

Aura checks approved docs for routine answers such as shipping, setup, or policy.

Routing

Route case

Support, sales, billing, or technical teams receive the conversation based on workflow rules.

Handoff

Escalate with context

Human operators receive transcript, fields, source, and attempted answer.

Widget use cases

Different visitor intents need different routing.

Intent

Aura behavior

Operator control

Intent

Support question

Aura behavior

Retrieve docs and draft answer

Operator control

Approve or take over

Intent

Order issue

Aura behavior

Ask for order detail and route

Operator control

Verify in commerce tools

Intent

Sales question

Aura behavior

Capture fit and context

Operator control

Create sales handoff

Intent

Bug report

Aura behavior

Collect media and reproduction notes

Operator control

Escalate to technical queue

Control points

Before enabling widget automation.

Define which pages should show chat

Set required intake fields by issue type

Choose source collections Aura can cite

Set business-hours and escalation behavior

Route unknown or low-confidence cases to humans

See what to read next.

Solutions

Chat Inbox

Email, live chat, WhatsApp, Instagram, Facebook messages, and web chat become one operating surface with ownership, tags, summaries, drafts, handoff, and ticket status.

Solutions

Knowledge Base

Upload documents, PDFs, help articles, websites, policies, and process docs so Aura and operators can answer from material the team approves and maintains.

Tools

Customer Portal

The customer portal collects issue category, status expectations, attachments, order details, and follow-up context so operators start with cleaner cases.

Plan widget intake

Make website chat operational, not decorative.

Turn visitor questions into routed conversations with approved answers and human fallback.

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