AI customer service that answers every channel the same way, and hands off to people

AI customer service means an AI assistant answers your customers’ questions the moment they ask, on whichever channel they pick, and passes the conversation to a person when a person is the right answer.

With Vocenya, that covers:

• Phone calls, answered 24/7 by your AI receptionist.
• Website chat, with one script tag on your site (live chat).
• WhatsApp, on your WhatsApp Business number (WhatsApp).

Texting (SMS) and email are coming soon.

Every channel answers from the same knowledge. Change your Saturday hours once and the phone, the chat and WhatsApp all say the new hours.

From a Knowledge page you control. It starts filled in: Vocenya reads your website when you sign up, and can read it again every day, week or month to pick up new prices and services. On top of that you add:

• Questions and answers: what customers ask, and exactly what you want said.
• Documents and notes: a price list, menu or FAQ sheet (PDF, Word, text, Markdown or CSV), or a note in your own words.
• Your Google listing: hours, holiday hours and details from your Google Business Profile, when you choose to use them.

The assistant answers from those facts and is told never to invent one. A question your facts do not cover goes on your Questions to answer list, and the customer can still leave a message or reach a person.

Website chats and WhatsApp conversations land in one inbox, in the Vocenya portal and the owner app. The AI answers first. Anyone on your team can open a conversation, see everything said so far, and press Take over, or just start typing a reply. The assistant steps back and the customer carries on with a person, without repeating themselves.

If you have GH Live agents, an available agent can take a waiting chat first. Calls work the same way: the receptionist can warm transfer to you, your team or a GH Live agent, with a summary of the call so far.

Calls have their own page in the portal, with a summary, the outcome and the full transcript for each one.

You fix it where you see it. Under any AI message in a chat, and under any receptionist turn when you review a call, there is a Fix this answer button. It shows the customer’s question and what the AI said, and you type the right answer once. Vocenya saves it to your knowledge, so the next caller or chat gets it right. Changed your mind? Undo it.

Then there is Questions to answer: a list of what customers asked that the AI could not answer, with how many times each came up and on which channel. Type an answer once and it applies to the next call or message. A weekly email reminds you when new ones are waiting.

This is the loop that makes AI customer service good over time. Week one, you answer a dozen questions. By week four, the list is short.

Yes, with API tools on the Pro plan. You describe a lookup, like "Order status", tell the AI when to use it, and give it your own HTTPS endpoint. During a call or a chat, the assistant asks for what it needs (an order number, say), Vocenya calls your endpoint, signed, and the assistant passes the answer on: "Your order shipped on Tuesday and arrives Friday."

That works for an order’s status, a job’s next visit, a balance, a booking reference: anything your own system can answer. A developer sets it up once. If you need something larger, custom solutions builds it around your systems.

Phone answering is on every plan, from Value at $49/mo to Pro at $499/mo. Website live chat is included on Growth ($249/mo) and Pro ($499/mo), and is $49/mo on Value and Starter. API tools are on Pro. WhatsApp is switched on per account while it is not yet on sale, so ask us.

Every plan has a 14-day free trial, there is no contract, and you can cancel any time. See pricing for the full breakdown.