Website Concierge
Turn website questions into booked conversations.
A website assistant that answers visitors' questions from your approved material only and works out which service they need. It collects the details you require and helps the visitor book a suitable next step — a confirmed appointment when capacity allows, or a clearly labelled call-back request when it does not.
A real customer situation
A visitor on a cleaning company's website asks whether a two-bedroom end-of-lease clean is available on Friday. It is late in the evening, the owner is not at the phone, and the visitor will book whichever company answers first.
Where the owner wants to be
Routine questions are answered accurately, unanswerable ones reach the owner untouched, and visitors who are ready leave the website with either a confirmed booking or an honest call-back request — never a lead that looks like an appointment.
What it handles
- Answers from a small approved FAQ and price list
- Escalates questions the FAQ does not cover, such as refunds
- Collects service, size, postcode and contact details, asking for anything missing
- Checks service area and capacity, offering the nearest times when a day is full
- Rechecks the slot at confirmation and books it once
What it deliberately does not do
- Never invents a policy, price or discount
- Never presents an enquiry or call-back request as a booked appointment
- Does not quote jobs outside the approved price list — the owner does
- The public demo writes to no real scheduler and sends no email
Interactive demo
Try it with sample data
No sign-up needed. Pick a scenario, change the inputs, then play the customer and the owner. The right-hand panel only shows what the workflow actually recorded.
Uses a sample FAQ, price list and scheduler held in this page. No real booking is made and no email is sent.
Choose a scenario
Two-bedroom end-of-lease clean in Richmond on Friday.
The refund question is not in the approved FAQ.
5+ bedroom cleans need an owner quote.
Service area: 3000, 3006, 3121, 3141, 3181, 3182.
Saturday is fully booked in the sample scheduler.
Customer side · Website chat
Press “Run scenario” to start. Every message and record here comes from sample data.
Workflow and harness
How Website Concierge runs
Reference schematic for the proposed workflow. Blue steps do the work, purple paths handle exceptions and returns, and amber checks are the harness controls that a step cannot pass without.
Overview — business stages
Read the full flow as text
- Visitor question (business step)
Start session; identify intent. Output: Conversation. Leads to: Answer from approved FAQ. - Answer from approved FAQ (business step)
Match against approved FAQ and price list only. Output: Grounded answer. Leads to: Collect service requirements; Unknown answer. - Collect service requirements (business step)
Required fields and email format. Output: Enquiry record (not a booking). Leads to: Check fit and availability; Incomplete brief. - Check fit and availability (business step)
Service area, price list, capacity by day. Output: Offered times. Leads to: Choose appointment. - Choose appointment (business step)
Visitor picks one; summary read back. Output: Selected time (not held). Leads to: Save enquiry and booking; Slot no longer free. - Save enquiry and booking (business step)
Recheck, then one write per enquiry key. Output: Booking reference and confirmation. - Unknown answer (exception or return path)
Do not answer; escalate to owner. Output: Owner task. - Incomplete brief (exception or return path)
Ask again (max 3), then owner call-back. Output: Completed field. Leads to: Collect service requirements (clarify). - Slot no longer free (exception or return path)
Discard selection; refresh availability. Output: New list of times. Leads to: Check fit and availability (refresh). - Approved sources (harness check)
Must come from the approved FAQ or price list. Output: Grounded / not found. Leads to: Answer from approved FAQ (required check). - Service and capacity rules (harness check)
Area allowlist, price list, free capacity. Output: Pass / fail with reason. Leads to: Check fit and availability (required check). - Booking status check (harness check)
Slot free at confirmation and write returns booked. Output: Verified booking. Leads to: Save enquiry and booking (required check).
Harness controls
- Ground every answer in approved material; unknown stays unknown
- Validate contact and service fields before creating an enquiry
- Check service area and capacity rules
- Recheck availability at confirmation
- Never present a lead submission as a completed appointment
Systems and data
Production uses website chat, an approved knowledge base, a scheduling tool and a CRM. The public demo uses a sample FAQ, price list and scheduler with records kept in this browser session.
Demo boundary
External calls, customer messages, payments and business writes use synthetic fixtures and an on-screen outbox. The demo shows only verified demo state. Custom production connections are a paid implementation deliverable.
What gets delivered
The records your business receives
Booking confirmation
Service, date and time, price from the approved list and a booking reference, sent only after the scheduler confirms.
Owner call-back request
Unanswered question or unbookable job with the visitor's contact details, clearly marked as not an appointment.
Enquiry record
One record per visitor with service, size, postcode, source and status from qualified enquiry to booked.
Custom deployment
Configured for your business during a paid implementation. Integrations are confirmed during discovery, never assumed.
Your business rules
- Your approved FAQ and price list
- Service area and which jobs need a custom quote
- Capacity rules by service and crew
- Which questions go to the owner and how quickly they are answered
Systems we connect
Measurement
We measure completed business against a baseline, not messages sent. No results are promised before discovery.
Business results
- Qualified enquiries
- Attended appointments
- Conversion by source
Operational reliability
- Answers given without an approved source (target: zero)
- Duplicate bookings from retries or taken slots (target: zero)
- Call-back requests answered within the agreed time
Want this answering questions on your own website?
Book a call about Website Concierge. We start with discovery: your current process, volumes, systems and who handles exceptions. The proposal then defines the integrations, approvals and acceptance tests before anything goes live.