Live visitors
last 24 hoursOver time
Where they are today
page · visitors · opened chatRecent visitors
Pipeline every chat lead, from the first message to won or lost
Follow-ups who to get back to, and when; a reminder reaches your phone when one is due
Live visitors who is on the site right now, and who came by
Reports how the chat is doing over time
By day
How fast
medians, not averagesMissed chats
a visitor line nobody answeredHow visitors rated chats
the thumbs at the end of a chatMore detail by page, where they came from, when chats come in
By page
where the chat startedWhere they came from
search, social, another site, direct, a channelWhen chats come in
Help page your public questions-and-answers page
Built from the answers you approved on the Answers screen. Search engines can find it, and the chat links to it. Nothing to maintain: approve an answer and it appears here.
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Set up
Contacts everyone who left a name, email or phone
Business Profile who this company is, and how its chat behaves
Start from their website
Reads their website and fills in the form below for you. Nothing is saved — read it, fix anything wrong, then press Save profile as usual. Prices are never filled in: what the chat may quote stays your decision.
Identity
Shown as the chat's identity. Overrides the roster display name.
Everything this business actually sells or does — one per line is fine. This list is authoritative: the bot will never deny a service written here, even if the crawled site knowledge missed it.
What the chat knows
The facts it answers from — services in detail, areas covered, policies, warranties, anything a customer asks that the profile above is too short to hold. Plain text or markdown; headings help it find the right part.
Pricing
No quoting — the bot never gives figures; it pivots to booking a call. This is the default.
The ONLY numbers the bot may ever state. It cannot calculate or invent a price — if it isn't written here, it can't be said.
What the chat can do
Features your plan includes. Turning one off stops the agent using it — it never enables anything beyond your plan.
If you use Calendly, Cal.com or similar, the agent offers this when a visitor would rather pick their own time.
One per line. The agent only ever offers these.
Answers
Saved answers and the outage copy have their own page now, so this one stays about the business.
Guided answers
For the questions where the order matters. Name the situation, list how people ask about it, then the steps to walk them through — the chat follows them in its own words, one at a time, and still follows the visitor if they change the subject.
Behavior
Things the bot must not discuss — it will offer to hand these to a person instead. One per line.
Conversation
The outcome every conversation should drive toward.
The first thing a visitor sees when the panel opens.
The full persona and rules — how it talks, what it must never say. Replaces the roster default entirely when set.
Answers what the chat says word for word, and its outage copy
Saved answers
Questions visitors ask often, with the answer you want given. The chat answers these your way — reworded to fit the conversation, never changed in meaning. On means the chat uses it; Off keeps it saved but unused. Nothing changes until you press Save answers.
If the AI goes down
When the AI is unavailable the chat serves the closest of these instead of failing, and flags the conversation for a person. They can only be written beforehand — during an outage it is already too late.
Greeting the message that appears before a visitor asks
Master switch
The teaser is a dismissible bubble beside the launcher — it invites without interrupting. Open the chat swings the whole panel open by itself after the delay; it gets attention but interrupts, and dismissed-it-once visitors won't see it again this visit.
How long a visitor reads the page before the teaser appears. Rules can override this individually. Under ~8s reads as a pop-up and raises bounce; 2–120 seconds allowed.
Rules
Checked top to bottom — the first match wins, on the start of the page path. Put your most specific page first. Drag-free reordering: use the arrows.
Test a page
Type any path and see exactly which rule wins — the same first-match-wins logic the server runs.
Site banner
One short line along the bottom of your site, with an optional link: a sale, a new service, holiday hours. A visitor can close it, and it stays closed for them until you change it.
Install paste on any site — WordPress, Lovable, plain HTML
Settings when you're open, and where a lead lands
Business hours
The chat uses these to decide what it may promise. Outside them it still takes the person's name, number and problem — it just stops saying somebody is calling them straight back.
Always — the chat assumes someone can pick up at any hour. This is how it behaved before hours existed.
The business's own local time. Every time shown on this page, and on every alert we send you, is rendered in it.
One line in your own words, e.g. "If it's an emergency leak, say so and we'll get someone out tonight."
How the chat looks
Your client's branding, on their site. Changes reach visitors within a couple of minutes — nobody has to touch their website again.
Used for the bubble, the header and the visitor's own messages.
Match visitor follows their device setting — a white panel on a dark storefront reads as somebody else's product.
Turn off for a client paying to make the chat their own. It changes this business only, and takes effect on their next page load.
One path per line, starting with a slash. The bubble does not appear on that page or anything under it — a sign-up form on a phone is the usual reason. Add a trailing * to match a prefix. Takes effect on the visitor’s next page load.
One line per page: the path, a colon, then up to three questions separated by |. On that page (and anything under it) the chat opens with these questions instead of the usual ones. The visitor still has to tap one. Leave empty to keep the usual questions everywhere.
Its own window pops the chat out into a separate window, the way tawk.to does — the visitor can keep it open while they browse. If their browser blocks the popup, the chat opens as the normal panel instead, so nobody is ever left without a way to talk.
A short invitation, e.g. "Questions? Ask us". Leave empty for just the bubble. Hidden on phones, where it would crowd the launcher.
An https:// image address. Shown small in the chat header.
Shown to a visitor when the chat hands off to a person, as a button they can tap to call. Public — this is the number on the client's own site, not where their lead alerts go.
Same handoff, for visitors who would rather write. Leave either empty to hide that button.
Said to visitors after they leave their details — “Thanks, I've got your number for Josue”. First name only; leave empty for “someone from the team”.
Raises the bubble on phones only — for client sites with their own bar along the bottom (menu, call button). Desktop is untouched.
Tags
Your own labels for customers and conversations: VIP, Refund, Wholesale. Put one on from a customer record or a conversation; filter the Inbox and Contacts by it.
Tell me when someone needs a call
The moment a visitor leaves a phone number or asks to book, this sends you their name, number, the time, and what they said — so you can call back while they are still thinking about it. Leave a field empty to skip it.
The full message, including the visitor's own words. Several addresses? Separate them with commas.
A short version, as a text. Use your number followed by your
carrier's text address — Verizon @vtext.com, AT&T
@txt.att.net, T-Mobile @tmomail.net.
Example: [email protected]. Free, and works today.
A plain mobile number. Uses our own texting service, which is still being approved by the carriers — until then the carrier address above is the reliable one.
Saved replies
Answers your team types over and over. In the Inbox, type
/ and the shortcut — the full text drops into the reply box. Everyone
on this business shares the same list, so the same question gets the same answer.
Write {first_name}, {business} or {agent} and it is filled in
when you use the reply.
Rules
Each rule runs once per chat, in this order, on the visitor's first message or on any message. It can assign the chat (to a person, or round-robin), put it in a queue, add a tag, alert someone, send a saved reply instead of the AI, or hand it to a person.
Try it
Recent runs
Offer real appointment times
Connect this business's Google Calendar and the chat stops asking "when suits you?" — it offers times that are actually free, like "tomorrow at 10:00 AM". We read free/busy only: never event names, never who's invited. Nothing is booked until you confirm it.
How long one booking takes. The chat offers start times this far apart — 60 for an hour, 30 for half-hour visits.
Appointment reminders
Every confirmed booking gets one automatic reminder the day before, between 8 AM and 8 PM in this business's local time, sent to the email the customer left. A customer who left only a phone number is handed to you to call instead — we never pretend to have texted them.
Quoted to the customer word for word — it's the only sentence in the reminder we didn't write, so keep it true: no prices, no offers the business won't honour.
Install on your website
One line of code before </body>: WordPress, Lovable, Wix, Shopify or
plain HTML. Paste it once; updates need no re-install.
Help articles
Longer answers for your public help page, grouped in collections: how to order, returns, care, what to expect. Published articles show on the help page next to your FAQs, and the chat answers from them. Drafts stay here.
More ways to message you
The same assistant that answers this business's website chat can answer on messaging apps too. Every conversation lands in the same inbox, marked with where it came from, and replies go back out on that app.
Order lookups
When a customer asks where their order is, the chat can answer from the store itself. It only ever answers someone who gives the order number and the email on the order, and it never shows addresses or payment details. Works with WooCommerce and Shopify stores.
Your email
The address the chat emails from: alerts to you, and emails to your customers. Until you connect one, they go out from BEM Chat ([email protected]). Connect your own address so they come from you and replies land in your inbox.
When a send fails, the chat tries the next route: this business’s sender → its backup → its Resend account → our shared sender → BEM’s backup. An alert email no route could deliver pings BEM staff at once and is retried for a day.
Send leads to your tools
Every lead the chat captures is also sent to one https address you choose —
Zapier, Make, a Google Sheet, or your CRM. Each send is signed so your tool can check it
really came from us. When a lead answers your questions for new leads, a second message follows with
their answers (event lead.answers).
Webhooks
Pick what to hear about and where to send it. Each delivery is signed with its own secret, retried for twelve hours if your tool is down, and logged here. Zapier, Make and n8n all take these as a “Catch Hook”.
Recent deliveries
API keys
For a developer or a tool that pulls data: a key reads this business’s leads, conversations and contacts, nothing else, and only reads. It is shown once. Revoking is immediate.
The API
GET /me— which business this key opensGET /leads?limit=50&after_id=— newest first; poll with the last id you sawGET /conversations?since=&status=— newest activity firstGET /conversations/<id>— one transcript (no IP or browser details)GET /contacts— everyone who left details
Send the key as Authorization: Bearer bemk_…. 120 requests a minute per key.
Slack
Post new leads, people asking for a person, chats past your reply target, order and booking questions, photos and finished procedures to a Slack channel. In Slack: Apps → Incoming Webhooks → Add to Slack → pick the channel → copy the Webhook URL and paste it here.
Recipes
Ask for a way to follow up
After the chat's first answer, one small card asks the visitor for an email or phone so the team can follow up. Never shown to someone who already left their details, is talking to a person, or said no.
Questions for new leads
Once a visitor has left their details, the chat asks these one at a time, in its own words, fitted to what they came for. It always answers them first, skips anything they already said, and drops a question they would rather not answer. Their answers show on the lead.
Discount codes the chat may offer
Codes that already exist in your store. The chat offers one, only when a visitor hesitates on price, exactly as written here — never a code or an amount you did not list. On the shop, an Apply button puts it in their cart.
Ask for reviews
A short email a couple of days after a completed order, or after a thumbs-up in the chat. Only to people with a reason to be happy, never to someone who thumbed the chat down or is waiting on you, and never twice to the same address. Sent from the Email sender above.
Procedures
How the chat handles a kind of request, step by step: when it applies, what to find out (one question at a time), the rules it must follow, and how it ends. With Hand to a person the chat opens a ticket, hands the conversation to your team and alerts you with everything it found out.
Monthly report
What the chat did last month, as plain numbers. Emailed on the 1st to this business's alert address and to anyone who ticked Monthly report → Email under How you get alerts.
“We haven’t forgotten you”
A visitor who left their email and is still waiting on a person gets one short note after a few hours, from the business’s own address. Once per conversation, never after someone has replied, never for waits older than a week.
Timings
How long a visitor waits on a person before the chat steps back in, and how long before your team is alerted again. Shorter is kinder to the visitor; longer gives your team more room.
How you get alerts yours — where each alert reaches you
Tick where each kind of alert goes. Phone app needs the BEM hub app on your phone, Browser needs alerts allowed in this browser, Email goes to the address below. Quiet hours hold everything until they end.
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Two-step sign-in yours — applies to your login, not this business
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Clients companies, seats, and what each seat may do
A company is the client you bill. A chat business is one assistant on one website — a company can have several. A seat is a person's sign-in to this console, scoped to their own company. Set up a new client below, or manage an existing one on its card.
Set up a new client
Everything a new client needs, in one pass: their chat, their company, who can sign in, and the line that goes on their site.
- 1Business
- 2Company
- 3Login
- 4Install
The short code is internal — lowercase letters, numbers, hyphens. It fills itself from the name; change it if you care.
Individual pieces — add just a business
Add a business
Creates the chat for a new client's website. After this, give it a company below, turn on what it can do in Business Profile, and paste the snippet from Install onto their site.
The short code is how this business is referred to internally. Lowercase letters, numbers and hyphens.
Billing
"Check what's due" only refreshes this list. "Create invoices" makes draft invoices in the billing hub — nothing is emailed from here, and you review and send them from Billing as usual.
AI cost vs what each client pays
Measured from every model call, never modelled. A turn that never reached a model (canned answer, saved reply, outage bank) costs nothing and is not counted as measured.