How live chat works on a Keepp page
What a visitor sees when they chat on your Keepp page, how the AI answers, how a chat reaches you in Telegram, and what happens when someone leaves before you reply.
This post follows one chat on a Keepp page from start to finish. It covers what the visitor sees, who answers, how a conversation reaches your phone, and what happens if the visitor has gone by the time you reply.
If you’re still deciding whether your page needs chat at all, start with Live chat for a small business page.
What your visitor sees
Chat is a button floating at the bottom right of your page. It stays there as visitors scroll, and on every block’s own page too, so a question about a product can be asked right from that product. It’s also listed in your page menu, and it has its own link, like every block that opens. You can share that link anywhere or print it as a QR code, and anyone who opens it lands straight in the chat.
Before the first message, the visitor gives their email. That way you can reach them later, even if they close the page. If you’ve added your own questions, they answer those next. A salon might ask which treatment someone wants, and a cabin might ask which dates they have in mind. A bot check runs in the background, and most people never notice it.
If you want to know the email is real, turn on Verify email in your chat settings. The visitor then confirms it with a code or with their Google account before the chat starts.
Then they type their question.
Replies show up in the chat window as they arrive. If the visitor closes the chat but keeps your page open, the chat button shows how many new messages are waiting. A hidden browser tab shows it in the tab’s title, so a reply still gets noticed.
If they leave and come back on the same browser within a day, the conversation picks up where it left off.
Choose who answers
In Chat → Settings you pick who answers. You can change it whenever you like.
AI only
The AI answers every chat, and it answers from two places and nothing else:
- Everything on your published page: your products and prices, your booking options, your menu, your links, and whatever your text blocks say. You don’t copy anything in. Each time you publish, it catches up with what changed.
- What the AI should know, a box in Chat → Settings, for what customers ask that the page doesn’t say, such as parking, returns or how far you travel, and the tone you’d like it to use.
When a question isn’t covered by either, the AI says so instead of guessing. The chat is then marked Needs you in your conversations, so you can see what people ask that your page doesn’t answer yet.
This suits a page where most questions have a written answer somewhere. An AI chatbot that answers from your own page goes into what to put in that box.
AI, then hand over to me
The AI answers first. When the visitor asks for a person, or the AI can’t help, the chat passes to you in Telegram. From that point you’re the one answering, and the AI stays out of that conversation for good. The visitor won’t get a mix of you and the AI in the same chat.
It fits most small businesses well. The AI handles hours, prices and delivery areas, and the custom order or the unhappy customer comes to you. When a chatbot should hand the chat to a person covers which questions go which way.
Only me
Every chat comes straight to you in Telegram, and there’s no AI involved. This fits a business where every conversation is a sale worth handling yourself, like a photographer quoting a wedding.
How a chat reaches you in Telegram
When a chat is yours to answer, it opens as its own topic in a Telegram group you’ve connected. The topic is named after the visitor’s email. Its first message holds their answers to your questions and the conversation so far, so you never ask them to repeat themselves.
You reply in the topic like any other Telegram message, and your reply shows up in the chat on your page. Telegram runs on your phone, your laptop and in a browser, so you can answer from wherever you are.
You can also reply from Chat in your Keepp dashboard. That reply is copied into the Telegram topic too, so the thread there stays complete. Replying there works on a chat the AI is handling as well: you take it over, and from then on it’s yours.
Answer customer chats from Telegram explains why Keepp uses Telegram and how to connect your group. If you don’t have Telegram yet, it’s free, and Set up chat has the download links.
When the visitor has already left
People close tabs. If you reply after the visitor has gone, Keepp emails them your reply with a link that opens the conversation again. If you send three quick messages, they get one email with all of them.
The email’s reply-to is your own email address. So if they’d rather answer by email, their answer comes to you.
Your conversations
Chat in your dashboard lists every conversation: the visitor’s email, whether the AI or you are answering, the last message and when it was sent. You can filter the list by email, or by who’s answering. Opening a conversation shows the whole transcript, with the visitor’s answers to your questions at the top.
When someone comes back another day, they start a new conversation, and it gets its own row. That keeps each person’s messages private. Nobody can open someone else’s chat by typing their email.
Setting it up
Chat is part of the Influencer plan. Switch it on in Chat → Settings, choose who answers, fill in What the AI should know, and add the chat block to your page in the editor. If any chats will come to you, connect your Telegram group from the same settings.
Set up chat walks through each step, and the chat page shows each way of answering side by side.