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We design the handover first. An agent that traps customers in a loop costs more than the enquiries it answers.
A governed conversational layer on your website, portal and messaging channels, connected to the system behind it — order and job status, bookings against real calendars, enquiries captured straight into the pipeline, and escalation with full context the moment a conversation needs a person.
Why it matters
Most enquiries are the same handful of questions — hours, availability, process, what happens next — and every one feels urgent to the person asking. Answered instantly, they become customers. Left overnight in a web chat or found three days late in a DM, they become someone else's.
A governed chat agent answers from information you've approved and from the system behind it — order status from the platform, availability from the real calendar — the same correct answer at midnight as at midday, on every channel you run. Customers resolve the routine themselves, in seconds. The conversations that need a person are handed over with their full context, so nobody starts again from zero — and your team's capacity goes to the enquiries that earn it.
Common challenges
Where enquiries go to die.
Website forms, web chat, WhatsApp, Instagram, email — each checked by someone different, none tracked in one place.
Questions asked at 9pm answered at 9am — long after the customer found someone who replied straight away.
Opening hours, pricing process, availability, directions — the same answers typed out dozens of times a week.
Different staff giving different answers to the same question, with no approved source of truth behind any of them.
When a conversation finally reaches a person, the customer starts again from zero — because nothing travelled with it.
Where this fits
A module of an LB Labs system — attached to your platform, or the first module of one.
Chat is delivered as part of the Website+ module and attached to your platform, so the agent answers from the system your operation actually runs on — order status, bookings, enquiries — rather than from a script beside it. Where no platform exists yet, it can be the first module of one.
What we build
A conversational layer connected to the system behind it.
Every agent works from approved knowledge and live system data, follows defined escalation rules and logs everything it does.
Order & job status from the platform
Customers ask where their order or job is and get the answer from the system — the same status your team sees, without a phone call to reception.
Booking against real calendars
Appointments and callbacks offered in-conversation and booked against your real calendar rules, or queued for confirmation.
Enquiry capture into the pipeline
Structured intake that qualifies leads against your criteria and lands them in the pipeline as actionable records, not raw transcripts.
Approved knowledge answers
Responses come from a maintained, approved knowledge base. Uncertain questions are escalated, never improvised.
Escalation & human handover
Defined triggers hand the conversation — with its full context — to the right person, in the tools your team already watches.
Website & portal chat
On-site and in-portal agents that answer product and service questions, capture enquiries and guide visitors to the right next step.
WhatsApp, SMS & messaging
The same governed agent on the channels your customers actually use — with conversation history that follows them across channels.
What we deliver
What ships is a governed agent your customers actually like using — every channel in one tracked pipeline, every answer from approved knowledge, every escalation carrying its context.
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Web, WhatsApp, SMS and email land in the same tracked pipeline — not four more inboxes to check.
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The agent answers from information with a named owner. No scraping, no guessing, no invented policies.
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The people who scope the agent build the agent — and stay accountable for how it behaves in production.
The next step
Your front desk shouldn't be a bottleneck.
Tell us what your team answers by hand every day. The audit will tell you how much of it an agent could safely take, where the human line should sit — and what it should be connected to.