HeyCS

How the product works

Answers with a source,
follow-ups with context

Handle common questions with the knowledge you provide, let rules set AI’s answer boundaries, and when a person is needed, your team continues in the same conversation.

One continuous service flow

  1. Provide company knowledge

    Company, products and FAQs

  2. Answer from information and rules

    Handle repeat enquiries with a source

  3. Hand key conversations to people

    Keep the context and follow up

01Company knowledge

Turn company information into answers customers understand

ResultConsistent answers, new hires accurate without memorising

Organise your company overview, service scope, product details and FAQs. HeyCS uses the knowledge documents and Q&As you provide to help answer enquiries it has information for.

You manage the content; the clearer the information, the easier it is to keep replies consistent.

What you provideThe basis for replies

Information you can add

  • Company

    Overview and service scope

  • Products

    Features, options and usage

  • FAQs

    Pricing, process and support

  • Website content

    Synced automatically on your plan’s schedule

Company knowledge, turned into grounded repliesIllustration
Company documents and product information passing through response settings to become replies to customers
  1. 1Company knowledgeWebsites, documents, FAQs
  2. 2Guided handlingResponse rules and handover conditions
  3. 3Customer gets a replyGrounded, consistent tone

02Response rules

How far AI goes
is up to you

ResultFewer complaints and losses from wrong offers or rash promises

Manage how AI replies with response guidelines, scenario rules and handover conditions. Questions lacking information, sensitive ones or those needing judgement can go to your team.

HeyCS keeps AI to the information you provide as much as possible, but doesn’t promise zero errors.

Response guidelinesExample settings
  1. 01

    Check information before answering

    Based on the services you describe

  2. 02

    No promises on anything unconfirmed

    Delivery dates, discounts or special arrangements wait for confirmation

  3. 03

    Hand over when a customer asks for a person

    Context kept for your team to follow up

Rules shown are examples; real AI performance still needs testing and monitoring.

03Human handover

AI takes the first reply,
people keep the relationship

ResultCustomers don’t repeat themselves, your team skips digging through records

Simple enquiries are answered first; complex cases, special requests or customers who want a person go back to your team. One Inbox keeps the earlier conversation, so customers explain less.

  1. 1

    Customer asks

    Enquiries from your website, email or connected channels arrive in the Inbox

    CustomerI’d like to change my installation date. Can I talk to a person?

  2. 2

    AI handles it first

    Answers suitable common questions from knowledge and rules

    HeyCSOf course, I’ll pass this to a colleague so you won’t have to start over.

  3. 3

    A person follows up

    Takes over in the same conversation when judgement is needed

    Team memberHi, I see you’d like to change the date. Would Friday morning work?

04One place

More platforms, no more chaos

ResultNo platform’s enquiries missed, less jumping between apps

Conversations from connected channels are managed in one place; staff can view, add notes and take over. Channel availability and fees depend on your plan and third-party authorisation.

  • Website widget

    Visitors can ask while browsing

  • Email

    Customer emails followed up in one place

  • Social & messaging

    Conversations from authorised platforms

  • Team Inbox

    People keep the service context

05Data security

Security that starts
with the infrastructure

ResultTrust HeyCS with your customer conversations and account data

HeyCS servers are hosted on Amazon Web Services (AWS), all traffic is protected by the Cloudflare network, and our own encryption and access controls sit on top to protect customer conversations and account data.

Powered by AWS

Hosted on AWS

Amazon servers, backed by AWS’s published service level agreement (SLA):

Monthly uptime per server
99.5%
Monthly uptime for storage
99.9%

AWS infrastructure protection

  • Protected by AWS global network security
  • Server firewall that only allows approved connections
  • Automatic daily snapshots that can be copied to another region
  • Server management requires TLS 1.2+ encryption and AWS identity verification

Cloudflare network protection

  • All website and dashboard traffic is proxied through Cloudflare
  • Unmetered DDoS protection at layers 3, 4 and 7, detected and mitigated automatically
  • Automatically issued TLS certificates encrypt every visitor connection
  • Public DNS never reveals the server’s real IP address

HeyCS safeguards

  • Every connection is encrypted over HTTPS (TLS)
  • Account passwords are stored hashed, never in plain text
  • Payments are handled by Stripe; HeyCS never stores card details
  • Custom roles (Business and above); audit logs and SAML single sign-on (Enterprise)

The SLA is AWS’s commitment for the servers and storage we use, not an SLA for the HeyCS service.

Get started

Start with one seat and welcome your next customer

Every plan comes with a 14-day trial

View pricing