Keep the whole conversation when your team takes over
Krispy's hosted chat keeps visitor messages, contact forms, images, and videos in one operator thread. Your team can reply without asking people to start again.
one conversation. the visitor, the assistant, and your team.
A visitor should be able to ask a question, show you a screenshot, and leave contact details without repeating the story in a separate email. Krispy's hosted chat now keeps those messages and submissions in the same operator thread.
The visitor can share an image or a short video. Your team can send one back. Images open in a full-screen viewer with a save action; videos support playback without making the file publicly accessible. Hosted attachments expire after 180 days, so an old conversation can remain useful without keeping its files indefinitely.
What happens when someone wants a human?
The assistant offers the contact choices saved by the business for that site. An operator can also send a saved action directly into the conversation. That can be an inquiry form, a callback form, or a branded Instagram DM card.
For an inquiry, the visitor supplies the details the form asks for and presses Send. Krispy records the submission in the thread and emails the configured team with the conversation context. The visitor does not need to copy the chat, open an email app, or explain the question again.
A retry of the same submission reuses its receipt. In the production check for this release, submitting the same inquiry twice produced one transcript record, with the email address and earlier conversation still visible to the operator.
🥐 Buttr: i'll carry the conversation. you bring the human answer.
Give a conversation a useful name
Businesses can enable an optional name prompt after the visitor has started chatting. It never blocks the next message. The operator inbox can then show the visitor's supplied name instead of relying only on an anonymous label, with a country flag when the server has a country code.
If the visitor skips the prompt, the conversation continues. Asking a name should help your team recognize the thread, not become another signup form.
Help the human write the next reply
Reply suggestions use the conversation and the configured business knowledge. The human requests them, edits a useful suggestion, and sends it. Suggestions do not send themselves or perform an action automatically.
A useful answer to “Can I watch after work?” might explain that the course is prerecorded and that purchased modules have lifetime access—if those are approved facts for that business. The operator should not have to start with a generic greeting when the visitor has already explained what matters.
What about audio calls?
Audio calls remain opt-in and require a configured transport, notifications, and device verification. They are a separate acceptance gate from the chat and attachment release described here. A business should offer a call only when its calling setup is ready; its saved contact forms and Instagram actions remain useful when the team cannot talk immediately.
Read the hosted chat and handoff documentation for setup and configuration. The goal is simple: whatever the visitor sends, the person answering should have the context in front of them.