Support Chat Agent (bilingual FA/EN)
Common questions get answered instantly in the customer's own language, day or night.
What it watches
Incoming chat and message requests around the clock
What it does
Answers common questions instantly in the customer’s language and hands off anything it can’t resolve
When it asks a human first
Anything the agent isn't confident about — a refund request, a complaint, a question outside its scripted topics — hands off to a human with the full conversation history attached, instead of guessing. That handoff is a full transfer, not a shadow: once a human takes over a thread, the agent stops responding in it until the conversation closes, so the customer never gets two different answers to the same message.
How it works
- 1Detects language automatically
Reads the incoming message and responds in Farsi or English without asking which one first, and switches mid-conversation if the customer does — most support widgets stay locked to one language until someone changes a global setting.
- 2Answers from your FAQ library
The same source that powers your /faq page, plus anything specific you add during setup. A new answer you add mid-month goes live immediately, no redeploy needed.
- 3Looks up live status
If connected to your order or booking system, answers "where is my order" read-only — no account changes. The same pattern covers "is my appointment confirmed" once a booking system is connected too.
- 4Hands off what it can't resolve
Refunds, complaints, and off-script questions go to a human with full history attached, never guessed. That history includes exactly what the agent already told the customer, so the human doesn’t repeat a question that was already answered.
- 5Keeps working after hours
Answers common questions around the clock; anything needing a human is queued with an expected reply time shown, so nobody is left wondering whether the message even sent.
What triggers it
- · A new chat or message request arrives
- · A question matches the FAQ library
- · A question falls outside scripted topics
- · An order or booking status is requested
What you get
- · An instant answer in the customer's detected language
- · A queued handoff with full conversation history for anything uncertain
- · A weekly answered-vs-escalated report
- · A read-only order/booking status lookup when connected
Not the right fit if
Not for businesses with under ~30 inbound messages a week — the setup cost outweighs a human just answering them directly. Also not a fit for pre-launch businesses with no support history yet: there's no FAQ library or past-question pattern for it to learn from on day one.
The math
At ~400 conversations/mo × 3 min, that is roughly 20 h/mo — an estimate, not a guarantee.
TITAN runs the same escalation-first pattern: a support-ticket agent drafts a reply for every untouched open ticket, but a human always reviews and sends it — nothing goes out to a customer unsupervised.
Frequently asked
English and Farsi out of the box, detected automatically from the customer's message.
Ready to put support chat agent (bilingual fa/en) to work?
Tell us about your setup and we'll confirm it fits within 48 hours.