Kristina About the service
What Kristina does
Kristina takes on the first line of contact with customers: she answers the routine questions, asks for the details that are missing, assembles the enquiry in a structured form and passes to a manager only what genuinely needs a person — the difficult cases, the contentious ones and the valuable ones.
This is not a replacement for a manager, and not a “bot instead of an employee”. It is a way of not losing enquiries in the evening, at the weekend, and at the moment when every manager is busy.
Channels
Enquiries arrive from six sources, and the logic of the conversation does not depend on the source: a message from any channel is brought to a common form before an answer is composed:
- the chat widget on the company’s own website;
- Telegram;
- MAX;
- VKontakte;
- Avito;
- WhatsApp.
A voice channel for telephone calls is not part of the service and is on the roadmap.
Where the answers come from
Kristina answers from the company’s knowledge base — the services, prices, addresses, working rules and common questions the company has uploaded itself. The search over that base combines full-text and semantic retrieval: what reaches the answer is what is actually written in the organisation’s documents, not general information from the internet.
If the knowledge base holds no answer, Kristina clarifies the question and hands the enquiry to a manager. That is deliberate behaviour rather than a limitation: a plausible invented answer about a price or an address costs a business more than an honest “let me check”.
Three moderation modes
How much latitude Kristina has is the company’s choice, and it can be changed at any time:
- Full approval. Kristina drafts the answer, and a manager confirms or edits it before it is sent. This is the mode to start with.
- Approval for the difficult cases. Straightforward answers from the knowledge base go out at once; contentious and risky ones go to a manager for review.
- Fully automatic. Kristina answers by herself and passes to a manager only the valuable and out-of-the-ordinary enquiries.
The rules for handing a conversation to a person apply in every mode.
Enquiries and integrations
Every conversation carried through to a result becomes an enquiry: the service or the request, the preferred time, the branch, the contact details and a summary of the exchange. Enquiries are visible in the account area and are sent on to external systems:
- YCLIENTS and DIKIDI — the booking systems used by salons and clinics in Russia: the catalogue of services and specialists is kept in sync, and the customer’s card is passed across when a booking is made;
- Bitrix24 — a lead is created for every enquiry;
- Google Sheets — enquiries are exported as rows into the organisation’s spreadsheet;
- the API and webhooks — for the company’s own internal systems.
In the MVP the appointment time is confirmed by a manager at the company: Kristina prepares the enquiry, and the slot is booked by a person or by the integration with the online booking system.
Who it is for
Anywhere customers write in and an answer is needed quickly. At registration you choose your line of business, and the tone of the conversation and the structure of the knowledge base are set up for it: beauty salons, hairdressers and barbershops, massage salons and spas, clinics and dental practices, gyms and studios, online shops, insurance services, hire of machinery and equipment, home services, construction and renovation, transport services, wholesale and supply for business. For any other line of business there is a free-form description.
What the service is not
- Not a replacement for a manager: difficult, contentious and legally sensitive questions stay with a person.
- Not a CRM and not a telecoms operator.
- Not a source of decisions where a professional medical, legal or financial judgement is required.
AI can be wrong. The company is responsible for setting up the scenarios, for the contents of the knowledge base and for the choice of moderation mode — the details are in the terms of service.
Pricing and getting started
The fee is a fixed monthly one: no percentage of enquiries and no surcharge per message. The first 14 days are free and require no card; the trial starts once the email address is confirmed. Current prices and limits are in the pricing section and in the public offer, and the same figures are shown in the account area before payment.
To begin, create an organisation on the sign-up page: you will need the company name, a manager’s email address and a password. The account area and the service emails are in Russian for now.
Data
The data of different organisations is isolated. What data is processed, how long it is kept and what rights users have are described in the personal data processing policy; what technical data the browser keeps is in the cookie policy. A request for access, correction or deletion can be sent through the data request form.