Four steps to a working assistant
Messages
How it is going›Overview
How it is going
What your assistant did over the last 30 days, counted from your own conversations with real customers.
Activity›Activity log
Activity log
Who changed what in your business, newest first. Sign-ins, settings, prices, team changes — every hand that touched something leaves a line here, and nothing can be quietly edited out.
How it is going›Reports
Reports
The period day by day, beside the period before it — which way things are going, not just where they stand. Every day is counted on your own clock.
Conversations per day
Where your customers wrote from
Every conversation in this period, by channel.
What they asked about most
Which of your answers the assistant used. The top one is worth getting exactly right.
Best sellers
Ranked by what each earned, not by how many went out.
Response times, for quality
Every customer who waited for a person: how long until somebody replied, and whether the customer said it helped. Measured to the first real reply, not to a click.
How it is going›Chat log
Chat log
Every conversation as a record. Messages is where you work — newest first, unread in bold, reply from the row. This is the filing cabinet: pick a period, find the one you want, read it, take a copy of it, or erase it for a customer who asks.
How it is going›Answers collected
Answers collected
What your chat has written down — the names, days and email addresses your steps asked for, one line per customer. Your conversations are under Messages; this is the same information as a list you can count and export.
Forgetting clears the answers customers gave in the range above and leaves the conversations themselves, which are your record of what was said. To erase one customer entirely, use Delete on their row.
Knowledge base
Knowledge base
Everything your assistant answers from. Teach it here — it never guesses at what you have not given it.
Settings›Your bots
Your bots
One business can run more than one assistant — a different voice on your app than on your website, different abilities, guest sign-in on one and not the other. Each bot answers from the same knowledge and lands in the same inbox. Where a bot says same as your main settings, it follows the other Settings pages, including every change you make later.
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A new bot needs its own key and install tag — Fireclay sets that up for you. Get in touch and say which website or app it is for.
Knowledge base›Documents
Documents
Price lists, menus, policies, brochures. Your assistant answers from these, word for word, and never guesses at what is not in them.
Read my website
The quickest start. Give us your website address and your assistant reads your own pages — prices, services, hours, whatever is written there — in about a minute. Everything it takes appears below, where you can read it, correct it, or remove it.
We read the address you give and a few pages linked from it, and nothing else — never another site, never a private address.
or drag one here — up to 10MB. A PDF, a Word document, or a plain text or CSV file: whichever you already have.
Knowledge base›Questions & answers
Questions & answers
The things customers ask that are not written down anywhere. Add the answer once and your assistant gives it every time.
Check these before your customers see them
Knowledge base›Products & prices
Products & prices
What you sell, at today’s prices. Your assistant quotes from this list the moment you change it — and when something runs out, switch it off here and your assistant stops offering it. This is also what customers can order in chat, once ordering is on.
Settings›How it speaks
How it speaks
The same answers, in your voice. This changes how your assistant sounds to a customer — never what it is allowed to say, which stays the same for everybody: it answers from what you have given it, and says so when it cannot.
Running more than one bot? This page is the default for any bot that has not chosen its own voice, under Settings → Your bots.
This is your assistant’s own language, and the language of the things it says on your behalf — handing somebody to your team, saying nobody is available. Anybody who writes to it in another language is still answered in theirs.
How it thinks
The settings behind the answers. The two at the top change how your assistant behaves on every message — the rest of this page changes how it sounds. Everything here has a safe default, and none of it can undo the rules that stop your assistant inventing a price.
Carried on every message, unlike your documents, which are searched. Put the handful of things everybody asks here.
Low is careful and repeats itself word for word. High is livelier and less predictable. Your assistant still cannot invent a price at any setting — but the higher this goes, the more freely it words things.
Come back inside this window and the chat picks up where it left off. After it, they start fresh.
—
Its written instructions
Advanced. This is the paragraph your assistant is given before every
conversation.
Saving How it speaks above rewrites this from your tone and language choices, so edit it here last. The safety rules are added after it on every message and cannot be removed from this box.
Settings›How a conversation goes
How a conversation goes
Your process, in order. Write it as sentences and your assistant follows them, or build it as steps your customers tap through — and try the whole thing yourself before a customer ever sees it.
How a conversation should go
Your process, step by step, in your own words — and your assistant follows it. Say what happens first, what to always do, and how to end: “Greet and ask what they need”, “Answer prices from my product list”, “Always offer an appointment before saying goodbye”.
A flow they can tap turns these sentences into steps with buttons, questions and pictures. Your assistant still answers anything the steps do not cover.
Your conversation, step by step
Drag the boxes to arrange them, and pull a line from the dot under one box to another to say what happens next. Tap a box to change what it says. What you build here is what your customers see — and anything they say that the steps do not cover is answered by your assistant, with the buttons still on screen.
This runs on your website chat and on Telegram, WhatsApp, Messenger and Instagram. Your website, Telegram and WhatsApp show the options as buttons to tap; Messenger and Instagram list them as numbers, and a customer there can reply with the number or the words. Every step your flow answers is one your assistant is not asked to — and not paid for.
Try it yourself
Your flow, in a real chat window, answering you the same way it will answer a customer. Tap your own buttons.
Settings›Chat design
Chat design
The chat as your customers meet it — what it says, what it wears, where it sits and how it behaves. Everything you change here is drawn beside you as you type, on a stand-in web page, so nothing has to be guessed at and then discovered by a customer.
What it says
Written in your own language. This one is not translated for you — it is the sentence your business opens with.
Shown above a reply from a real person, so a customer can tell them apart from the assistant.
Your assistant never invents an answer. Leave this empty and it simply says so; fill it in and it says this instead, so every question it cannot answer still ends with somewhere to go.
Say hello first
After a visitor has browsed for a while, this appears beside the chat. Leave it empty and your assistant waits to be asked.
Seconds. Twenty feels helpful; five feels like being pounced on.
How it looks
Six digits, like #0F766E. Used on the chat on your website and on this screen.
Move it left if something on your website already lives in the right-hand corner — a back-to-top arrow, or a cookie notice.
Pixels. About 520 shows a few messages.
0 fills whatever space you put it in.
Ignored by the chat that floats in the corner — only the one embedded in a page has a box to fill.
Upload a picture, or paste the address of one already on your website. It is cropped to a circle, so square works best. Leave it empty to use the button above.
How it behaves
For an agency putting their own mark there. Kept small — about 150 by 18 pixels. The words above are still used as its description, so somebody who cannot see it is told whose chat this is.
One per line, and only the part of the address after your domain
name. /checkout matches every page whose address contains it.
The words on the chat itself
The box a customer types into, and the buttons around it. Leave
these empty unless you want them in another language.
Not shown on screen — it is what the button is called for somebody using a screen reader.
Your chat is on
Customers can see it and start a conversation.
Switching off takes the chat off your website until you switch it back on. Nothing is deleted — not your conversations, your team, or the line on your website. Useful while the site is being rebuilt, or over a long holiday.
Put the chat on your website
Three steps, about two minutes. It is safe to share this line with anybody — it contains nothing secret.
1 Copy this line
2 Paste it into your website, just before
</body>
WordPress
Appearance → Theme File Editor → footer.php, and paste it
just above </body>. If that looks frightening, install the free
plugin WPCode (or Insert Headers and Footers) and paste
it into the Footer box — nothing else to fill in.
Wix
Settings → Custom Code → + Add Custom Code. Paste the line, choose All pages, place it in Body – end, then Apply.
Squarespace
Settings → Advanced → Code Injection, and paste it into the Footer box. Save.
Shopify
Online Store → Themes → … → Edit code →
theme.liquid. Paste it just above </body> and save.
Somebody else looks after my website
Send it to them — they will know exactly what to do with it.
3 Check it is working
We will open the page and tell you whether the chat is there.
Which websites it may appear on
Your key only works on the addresses listed here. This is what stops somebody else pasting your chat onto their own website. If you move to a new address — or add a second site — add it here, or your chat will quietly refuse to open there.
A second key, for a site you are moving to
If you are building a new website and want the chat on both while you switch over, take a second key. The one you already have keeps working until you stop it — nothing goes dark in between. Most businesses never need this.
Put the chat inside a page instead
For a Contact page, where a box already open in front of the customer beats a bubble they have to find and click. Paste both lines where you want the chat to sit — the first is the space it fills, the second brings the chat. Give the space a height in your website builder and the chat fills it.
How tall and how wide it should be are set under How it looks above, beside the colour — they save with the rest of your chat design. If your website builder already sets a height for the space, that wins.
GoHighLevel and other funnel builders
The same line as above works in GoHighLevel, ClickFunnels, Systeme and the rest — paste it into the Custom Code or Tracking Code box in your funnel settings, on Footer. There is no second, different line to hunt for: one snippet, every builder.
Whatever you use, add its address under Which websites it may appear on above — funnel builders serve pages from their own domain, and that is the commonest reason a chat pasted into one never appears.
Take your records with you
Everything your chat has collected, as a spreadsheet you can open in Excel, Numbers or Google Sheets. Nothing here needs us to read it.
Conversations is one line per customer — when they came, what they asked first, how it ended, whether one of your team stepped in. Every message is the full record of what was said.
How it is going›Appointments
Appointment requests
What your assistant has taken down. Nothing here is confirmed — each customer was told somebody will be in touch, and that somebody is you. Mark one done once you have rung them and written it into your own diary. Your Google Calendar connects under Connections.
How it is going›Orders
Orders
What customers ordered in chat, priced from your own product list. Nothing is confirmed or paid until you say so — each customer was told you would confirm. Ordering is switched on under What it can do, and a POS or CRM can confirm these for you under Connections.
Who gets told
How it is going›Couldn’t answer
Couldn’t answer
Real questions your customers asked that your assistant had nothing to answer from. Each one you write an answer for is a customer it helps next time.
How it is going›Answered by your team
Answered by your team
Questions somebody had to answer themselves, with the reply they sent. Keep the ones that will still be true next month and nobody gets interrupted for them again.
Settings›Opening hours
Opening hours
When somebody is around to take over a chat. Inside these hours your assistant says the team will reply shortly. Outside them it says nobody is available and asks for an email address, so nobody waits all night for a reply that is not coming.
When somebody is here
Part of your business profile: every report, every figure and the time on everything you see here follows this clock — your daily email, the busiest-hours chart, when conversations close, calendar bookings.
Where you are
Your address and your Google Maps link. Your assistant sends these when a customer asks where you are or how to get to you — and it answers from here every time, so changing it once changes every answer.
In Google Maps: find your business, press Share, then Copy link.
Holidays
Closed for Christmas, Holy Week, or a family week away? Set the dates once. While they last, your assistant tells customers when you are back and stops promising that the team will reply shortly — and the day after the last date, everything is back to normal by itself.
When a conversation is finished
Two honest rules — pick the one that matches how your customers talk to you. Either way, a closed conversation reopens the moment the customer writes again; nobody is ever locked out.
Settings›What it can do
What it can do
Beyond answering questions: the two jobs your assistant can take off your hands, each switched on only when you say so.
Running more than one bot? These are the defaults for any bot that has not chosen its own abilities, under Settings → Your bots.
Taking appointment requests
With this on, your assistant asks for a name, a phone number and when they would like to come in, and writes it down for you. It never confirms a booking — it cannot see your diary — so a customer is always told somebody will be in touch to confirm.
Taking orders
With this on, your assistant takes an order from the products you have listed — what they want, how many, and how to reach them — and writes it down for you. It never says an order is confirmed or paid.
Given word for word when an order is taken. Your assistant never says an order is paid — it cannot see your GCash. Leave empty and customers are told payment is on pickup.
Words that fetch a person right away
Your own alarm words. The moment a customer’s message contains one, your assistant steps aside and a person is fetched — before it answers anything. Customers who ask for a person in plain words always get one; this adds the words only you would know matter: “emergency”, “reklamo”, “refund”. Private to your business.
Settings›Your team
Your team
The people who answer customers with you, and the sentences they send every day.
Who can sign in
Everybody who can sign in to your business, and what each of them is allowed to do. You hand them their password yourself; it is shown once when you create them.
Departments
The desks inside your business — Housekeeping, Front desk, Kitchen. Each desk owns a few words. When a customer's message needs a person and contains one of them, the conversation lands on that desk: its people see it first in the inbox and their phones are the ones that buzz. A conversation no desk claims goes to everybody, exactly as before.
Tick which of your team belong to each desk. Someone on no desk sees and hears everything — right for you, and for whoever answers everybody.
Saved replies
The sentences your team sends every day — your address, your GCash line, your closing words. They appear as one-tap chips above the reply box in the inbox, and whoever taps one can still edit before sending.
Settings›Connections
Connections
Every system your assistant can talk to, in one place: your calendar, your CRM, your POS or booking system. Your assistant works alone from day one — none of these is required.
Your website chat
Checking…
Facebook and Instagram
Your assistant can answer messages sent to your Facebook Page and your Instagram account, from the same prices and policies it uses on your website. You sign into Facebook yourself and choose which Page — we never see your password.
Your Instagram must be a Professional account — Business or Creator — and linked to a Facebook Page you administer. If it is not, the list will say so rather than failing later.
Your assistant can answer customers who message your business on WhatsApp, from the same prices and policies it uses on your website.
Telegram
Your assistant can answer people who message your business on Telegram, from the same prices and policies it uses on your website. You make the bot yourself in Telegram — it takes about a minute and we never see your account.
- Open Telegram and search for @BotFather — the one with the blue tick.
- Send it /newbot
- It asks for a name (what customers see — your business name is right) and then a username, which has to end in bot.
- It replies with a line starting Use this token. Copy the whole token and paste it below.
Paste the whole line. The bot’s name and id are inside it, so there is nothing else to find.
Connect your own system
If you run a POS or booking system that can make web requests, it can confirm orders here automatically — any brand. Without one, you confirm each order yourself with the Done button, which always keeps working.
Connect my CRM
Every new lead — an order, an appointment request — is sent to the address below the moment it lands. Works with HubSpot, Salesforce and any other CRM, directly or through Zapier or Make. Leave it empty and leads live here and in your email, as they do now.
Send leads somewhere else
Every order, appointment request and waiting customer, copied to wherever you keep them. Fill in the ones you use and leave the rest empty. If one of these is down it is never allowed to cost you the customer — the booking is already taken and already in your inbox.
In Zapier: Webhooks by Zapier → Catch Hook, then paste the address it gives you.
In Make: a Custom webhook trigger.
Your sheet needs a small script to receive rows. Show me how
Adding the script to your sheet
Open your sheet → Extensions → Apps Script, delete what is there, and paste this:
function doPost(e) {
var row = JSON.parse(e.postData.contents);
SpreadsheetApp.getActiveSheet().appendRow([
row.receivedAt, row.event, row.customer, row.contact, row.detail, row.total
]);
return ContentService.createTextOutput('ok');
}Then Deploy → New deployment → Web app, set Who has access to Anyone, and paste the address it gives you into the box above.
Customers who leave an email address are added to your first audience, as pending — they get Mailchimp’s confirmation email first, because somebody asking you a question has not asked for your newsletter.
Your private key, the one starting
pk_.
Know who is chatting
If your customers log in on your website — hotel guests, patients, members — your team can see who they are in the inbox: “Juan Cruz · Room 402” with a verified mark, instead of “Website chat”. Your website signs each visitor’s name with the secret below, so nobody can pretend to be somebody else. Your web developer wires it in minutes.
Settings›Billing
Billing
What your assistant costs, and every invoice we have sent you.
Your plan
—
How to pay
Send it to the account below, then reply to your invoice email so we can mark it settled.
If an invoice goes unpaid for a fortnight the chat on your website is paused — your conversations, your team’s inbox and everything your assistant knows all stay exactly as they are, and it comes back the moment the payment is recorded.
Invoices
Settings›Help
Help
How everything here works, in one place. Search it, or read down the section you need — and if the answer is not here, Fireclay is one press away.
Still stuck?
Tell Fireclay what is happening. We are sent which business you are, which screen you were on and what your channels are doing, so you do not have to describe any of it.
Settings›Privacy & email
Privacy & email
What is kept, for how long, and where we reach you.
Your password
Changing it needs the old one, even though you are signed in — so a phone left open on the counter cannot quietly lock you out of your own business.
How long you keep conversations
Everything a customer said to your assistant, and anything they sent you, is deleted this long after the conversation goes quiet. It cannot be recovered afterwards, which is the point of it.
Photographs a customer sends go with the conversation. A clinic holding pictures of patients and a shop holding “what time do you close” are not under the same rules, and only you know which you are.
The shortest is 1 day, and it is a real choice: a conversation is gone the day after it goes quiet. Not zero, because your team has to be able to come in the next morning and answer somebody who wrote overnight — a chat nobody can reply to is not privacy, it is a broken product.
Your email address
Two things use this: we write to you when a customer is waiting for a person, and when you answer a customer by email their reply comes back here. Leave it blank and both go to Fireclay, and we pass them on.
Settings›Backups
Backups
A copy of everything your assistant holds for you, in one encrypted file, saved wherever on your computer you want it.
Take a backup
Your conversations, orders, products and prices with their pictures, everything you have taught it, your saved replies, your departments and the way your assistant is set up. You choose where on your computer it goes.
The file is encrypted. Anybody who finds it — on a lost laptop, in a shared folder, in a forwarded email — cannot read a word of it. Only your assistant can open it, from the box at the bottom of this page, so keep it somewhere you will find it again.
Not in it, on purpose: passwords, and the keys that connect WhatsApp, Messenger, Instagram, Telegram, Viber and Line. Those are live keys and no file should carry them. Photographs your customers sent you also stay in our private storage; the conversation still says one was sent.
Recent backups
Every one that was taken, and every one that failed. A schedule that quietly stopped looks exactly like one that ran clean last night, so both are here.
Put a backup back
Choose a backup file and everything in it replaces what is here now: conversations, orders, products, prices, pictures, what you have taught it, your saved replies and your departments.
This cannot be undone. Take a fresh backup first if there is anything here you want to keep. Your logins and your connected channels are not touched — they are not in the file, and you would reconnect those once.