PappaChat

How PappaChat works

PappaChat sits between your customers and your team. Customers write where they already write, your assistant answers with what you taught it, and when the answer is not its to give, the conversation reaches a person with a name on it.

Everything else in this documentation is detail on those three lines.

The three parts

The channels are where customers reach you: WhatsApp, Instagram, Messenger, email, your website, the phone. Connecting one moves nothing: the profiles stay yours, the messages still arrive where they arrived before, and now they also arrive in the panel.

The assistant is the part that answers. It knows nothing about you until you teach it, and that is deliberate: an assistant that invents plausible opening hours does more damage than one that says "let me check". What it knows lives in the Knowledge base, where you can read it and fix it.

The panel is where your team works. Every conversation, from every channel, in one place, with the history, and with the ability to take over at any moment.

Who answers, and when that changes

The assistant answers on its own for as long as the question falls inside what it knows. It hands over to a person in three distinct cases:

  1. The customer asks. "I want to speak to someone" is a request, not a failure, and it is honoured.
  2. The assistant will not guess. An off-policy request, a decision that is yours to make, an exception somebody has to approve: instead of guessing, it opens a question for your operators and tells the customer it is checking. This is the most important part of the product, and the part automated systems usually skip.
  3. An operator steps in. Anyone on the team can take a conversation and write personally. From that moment the assistant is silent in that chat, and resumes when the conversation closes or goes quiet.

In all three cases the customer sees no seam: no empty "transferring you now", no chat that dies waiting.

What happens when something breaks

This is the part worth reading before you need it.

If nobody on the team is available, the question does not vanish. It still reaches somebody, ultimately whoever owns the account, and it is recorded as "nobody was available" rather than quietly lost. The principle is constant: the wrong person beats no person.

If a channel disconnects, the panel tells you, and tells you what to do. It does not wait for you to notice from customers who got no reply.

If the assistant does not know something, it says so. It does not fill the gap. The questions it could not answer are listed for you, so your Knowledge base grows around what customers actually ask instead of what you imagined they would.

What stays yours

Your numbers, profiles and pages stay in your name. The content you upload stays yours. Conversations are your business's data and you can export them. If you ever stop using us, your channels keep working without us: what switches off is the automation, not your number.

Where to go next