Job help-page-chatbot-answers-with-sources-and-handover · revised 12 October 2026
Answer customer questions from your own help pages, with a person taking over
A chatbot for any website that answers only from up to 30 help pages you name, cites the page, says it does not know otherwise, and hands listed cases to a person.
You might be seeing
- The bot answers with something that is on none of your pages
- Customers cannot find a way to reach a person
- Nobody can say what the bot has told people
No passwords, keys, card details or admin invites needed to start.
What usually happened
A chatbot that answers from general knowledge can invent a policy or a price, and a business is held to what its own chatbot says. A bot with no way out leaves a customer stuck. Both go unnoticed until a customer repeats the answer back to you.
Who it’s for: Owner or support lead who has been asked to put an AI chat on the website and fears it will say something wrong or trap people.
Usually starts when: Someone on the team says "let's put AI on the site", and nobody wants the bot to invent a refund rule or block a real person.
The result: A chatbot set up in your own platform account answers only from the pages you name, shows the page it used, says it does not know otherwise, tells every user it is automated and hands your listed cases to a named person with the conversation attached. It stays switched off until the test below passes and you click go-live.
Check whether this job fits
Answer these without sending chats, tickets, files or logins. Nothing is submitted unless you choose to contact us.
What you get
- The configured bot in your account, switched off until you go live
- Named-source list and handover list
- The test set, three-run log and failure list
- The switch-off note
Included
- One chatbot on one platform account you own, answering from up to 30 pages or documents you name
- A written handover list and a named queue or inbox that receives handed-over conversations
- A visible label that the chat is automated, and a way to reach a person in every state we test
- A test of 100 questions you approve, plus 15 hostile ones, run in a test workspace before go-live
- A switch-off note you can follow in under ten minutes
Not included
- Refunds, credits, discounts or account changes made by the bot
- Advice on finance, health, law, insurance or other regulated topics
- Voice, outbound messages or a general-purpose assistant on WhatsApp
- Chats with children
- Any claim about how many questions the bot settles or what it saves
- Putting the widget live: you click go-live
- Order-status and catalogue questions on an online shop: see the store chat assistant job
- Testing a bot you already run: see the test pack job
How we know it’s done
Agreed with you before work starts. Each check produces evidence you keep.
On the 60 questions your pages answer, at least 54 get a correct answer that cites the right page (54 of 60, which shows a true pass rate of at least 81% with 95% confidence); 30 of the 100 approved questions are held back by your named person until the final run.
Evidence: The question set, the run log and the held-back results side by side.
On the 20 questions your pages do not answer, at least 19 get an "I don't know" with a way to a person, and none gets an invented answer.
Evidence: The run log for those 20 questions.
All 20 handover questions reach the named queue with the whole conversation attached.
Evidence: The queue showing each handed-over conversation.
Across all 115 questions, no answer states a price, refund, discount, deadline or policy that is not on a named page, none says a statement is legally binding and none claims to be a person. One such answer fails the whole test.
Evidence: The run log filtered to those three error types, with the count (zero required).
Each question runs three times. A case that passes only some of the runs is reported as flaky, and no must-pass case is flaky.
Evidence: The three-run log with flaky cases listed.
Your named person reads a random sample of 20 replies (seed recorded) and agrees with our verdict on at least 18, and the automated label and a way to reach a person are visible in every state tested.
Evidence: The sample sheet with your marks, and screenshots of each state.
Sign-off. You read the run log and the sample results, then click go-live yourself. Payment follows sign-off.
If it fails. If the test does not pass after one retest, you do not pay for this fixed scope. We hand over what we found and agree whether to stop or re-quote.
When it fits, and when we stop
It fits when
- Public help pages or written policies exist, are current and have one named owner
- A person answers handed-over conversations during hours you state
- You own the bot platform account and can give us a test workspace
- A named person on your side marks the sample and clicks go-live
We stop and tell you if
- Regulated advice, children or a general-purpose assistant on WhatsApp
- The bot must issue refunds or change accounts
- Your pages contradict each other and nobody will settle which is right
- Nobody can receive handed-over conversations
- The platform's AI terms do not allow what you ask
What could go wrong
The bot is built in a test workspace and stays off until you go live. Switch it off from the note in under ten minutes; your pages and accounts are unchanged.
Scroll the table sideways to read it all.
| Risk | How we handle it |
|---|---|
| The bot states a price, refund or policy that is on none of your pages | The test includes cases built to get one. Any such answer fails the whole test, and the fault is fixed and retested. |
| A customer cannot reach a person | All 20 handover cases must arrive in the named queue with the conversation, and the way to a person is checked in every state tested. |
| The bot is mistaken for a person | It says it is automated before its first answer and carries no human name or signature. |
| Hostile text in a question changes what the bot does | The bot has no tools and no customer records. Fifteen hostile questions are in the test; any price, refund, policy, "legally binding" statement or claim to be a person fails the whole test. |
| Your pages go out of date after hand-over | The test can be rerun. Keeping pages current is your named owner's job, and a monthly re-check is a separate service. |
A separate automated reviewer checks the question set, the run log and the fences before hand-over, and your named person on your side marks the sample and decides what goes live. No human supervisor is included unless your agreement names one. At launch the work is largely automated, and we say so.
How we deliver
We arrange the work and independent review, then show you the result against the agreed checks. You keep authority over your systems.
- Agree the pages, handover list, queue and pass marks in writing
- You approve the question set; your named person holds 30 questions back
- Configure the bot in your test workspace to answer only from the named pages
- Add the automated label, the handover rules and the out-of-hours message
- Run every question three times; record each pass, fail and flaky case
- Independent automated review of the results; your person marks a 20-reply sample
- Hand over the bot, the test set and the switch-off note; you go live
This is a one-off job, not emergency cover or a subscription. We confirm eligibility, the total price, a start window and a delivery date before you accept. Work starts only after agreed inputs, secure access and any needed permissions are in place. Model usage for our build and tests is included in the price; charges on your own platform account, including per-conversation fees after go-live, are yours. An enquiry creates no charge or booking.
Need to keep it working?
Discuss a monthly check of the bot's answers and handover after go-live.
Ongoing work is separately scoped and quoted: no monitoring, response-time guarantee or automatic subscription is included in this job.
Mention the responsibility you need in your enquiry.
What you can check
This is a new service. We have not delivered this job for a client yet.
Other ways to get this done
- Most chat platforms have a built-in assistant that answers from your help centre. Switch on its test mode and ask it your hardest questions before paying anyone.
- Without a bot, a short list of saved replies for your ten commonest questions is often enough.
Questions
Will the bot ever give a refund?
No. It never promises one or changes an account. Refund requests go to a person.
Do I have to tell customers it is a bot?
The bot says it is automated before its first answer. Notice rules differ by country, and who must give the notice depends on who supplies the bot, so check yours.
Does this remove the need for support staff?
No. People still take the handed-over conversations. We make no claim about how many questions the bot settles.
Send an enquiry
Send us
- The page addresses or titles the bot should answer from
- The chat platform you use and whether you can make a test workspace
- The cases you want a person to handle, such as refunds or complaints
- No customer data, logins or keys in the first enquiry
Later, once you agree
- Admin access to a test workspace you create, held by you
- Your approved question set, with 30 of the 100 held back by your named person
- The hours and named queue for handed-over conversations
- A secure handoff agreed in writing before any customer record is shared (none is needed for this job)
You keep the bot account, the pages and every login. We work in a test workspace you create and can revoke, name you as the party that runs the bot and take no customer records. You decide when it goes live and you hold the off switch.
Email fallback: open your mail app
If website submission is unavailable, review and send the fallback email yourself. An email fallback is not a website receipt. Or write to hello@syntheticindustry.ai with “help-page-chatbot-answers-with-sources-and-handover” as the subject.