Ask the Assistant, Then Get a Real Person in the Same Chat

This is coming soon alongside the Phoneware Assistant. Here’s what it does.

Every chatbot eventually hits something it can’t answer. Usually that’s where it falls apart: it hands you a phone number, and you start the whole story over with whoever picks up.

The Phoneware Assistant hands you to a person instead. Tap “Talk to a real person” and a Phoneware teammate joins the conversation you’re already in, reads what you’ve already said, and answers right there in the same window.

They pick up where you left off

The person joining sees the whole conversation. You don’t repeat the account you’re on, the extension you’re fixing, or the four things you already tried. That’s the entire point: one conversation, from the first question to the answer, whoever ends up giving it.

If everyone’s on the phones or the office is closed, you’ll be told which, and a real person follows up rather than leaving you wondering whether the message went anywhere.

It follows you around

Chat used to end the moment you clicked a link. Now it doesn’t.

Open the Assistant, ask something, then go look at a plan page or a different part of your portal. The chat is still there when you land, still open, with the conversation intact, including anything a teammate has already replied. Come back tomorrow and it’s still your conversation, not a fresh one.

In your portal, not just on our website

Inside the Manager Portal, “Talk to a real person” now reaches a person in the chat. Before, it could only give you a number to call, which meant leaving what you were doing mid-task.

Because you’re signed in, we already know who you are and which domain you’re working in. We ask for one thing, the best number to reach you on, in case the conversation needs to become a call. Everything else comes from your account.

Where it helps

• A setting you can’t find, at 4:55pm. Ask the Assistant. If it can’t get you there, a teammate joins the same chat before you’ve given up and filed a ticket.
• Something’s wrong with a call flow and you’re mid-fix. You stay on the page you’re working on. The help comes to the chat rather than pulling you out of it.
• A question that turns out to be a billing question. The person who joins can read what you already asked, so it gets routed right the first time.
• You get pulled into a meeting halfway through. Come back, the conversation is where you left it.

One thing we ask for

On our website, the Assistant asks for your name, company, email and phone before it starts. That’s so a real person can actually follow up when you need one. We used to let that slide, and it meant people asked us to call them back and left us no way to do it. Now we ask up front, once, and then we can reach you.

In the portal we don’t ask any of that, because you’re already signed in.

Want to be among the first to try it? Call or text us at 602·445·7777.