Welcome to SilentChat
SilentChat is a complete customer support platform with live chat, AI chatbot, knowledge base, ticket system, and extensive automations.
What SilentChat can do
Live Chat
Communicate in real-time with your website visitors via an embeddable chat widget. Configure colors, position, business hours, and pre-chat forms.
AI Chatbot
An AI-powered bot automatically answers visitor questions — based on your knowledge base. If the bot gets stuck, the chat is seamlessly handed over to a human agent (handoff).
AI Copilot
The AI Copilot assists your agents with answer suggestions, text improvements, and conversation summaries — directly during the chat.
Knowledge Base
Create and manage help articles that are both publicly accessible and used by the AI chatbot as a knowledge source.
Ticket System
Create tickets from conversations and track their status (open, in_progress, resolved, closed).
Workflows & Automations
Define if/then rules that automatically react to events: assign conversations, set tags, change priorities, send notifications.
Surveys & Feedback
Create NPS, CSAT, and custom surveys. Collect feature requests with voting and publish a roadmap.
Analytics
Track agent performance, visitor behavior, AI usage, and resolution rates in clear dashboards.
Core Concepts
| Concept | Description |
|---|---|
| Tenant | Your organization/company. All data is tenant-isolated. |
| Widget | The chat window on your website. You can create multiple widgets for different domains. |
| Visitor | A visitor to your website. Automatically recognized and tracked. |
| Conversation | A chat history between visitor and agent/bot. |
| Agent | A team member that handles conversations. |