It answers customers from your knowledge base, turns the conversation into a lead and calls a person at the right moment. CRM and analytics are right beside it.
Products and services, prices, availability, delivery, address, opening hours — the agent answers strictly from your knowledge base. If something isn’t there, it doesn’t invent it: it asks a clarifying question or hands the chat over to a person.
Good evening. Do you have IELTS preparation in the evening?
Good evening. Yes, there are evening groups of up to 8 people. IELTS preparation is 890 000 UZS a month. First comes a free 30-minute trial lesson with a level check. What name should I book it under?
Timur, +998 90 000 00 00
Lead saved to CRM
Gorizont training center — a fictional example
Not a form: you write in plain text what you sell, at what price, where you are and how you work. The wizard sorts your answers into sections of the knowledge base.
If it isn’t in the knowledge base, the agent doesn’t make it up.
Describe in the wizard when to call a person — for example, for questions about discounts, wholesale orders or complaints. The agent hands such questions, and anything missing from the knowledge base, over to a manager.
Can I pay for the course in installments?
Question about installments — chat handed to the administrator
AdministratorHello, Nodira. Let me tell you about the terms.
Turn on training: the agent studies your team’s real conversations with customers and suggests additions to the knowledge base. While training runs (3 days, or stop it earlier) the agent doesn’t reply — your team answers customers. You approve or reject the result as a whole.
Customers’ voice messages are transcribed: the agent answers to the point, and you read text instead of listening to recordings.
If a customer writes from an Instagram or Facebook ad, the ad’s name is shown in the chat and in the lead. You can see which ads bring customers.
New leads and chats waiting for a manager arrive in Telegram via @helpmated_bot — in a direct message or a group (or one of its topics).
A lead appears by itself when a chat has a contact or an intent. Then comes a kanban board with stages, a deal card, chat history and contacts.
Soon the owner will be able to add employees by phone number and name and choose a role for each. Only the owner will see billing and team management.
Everything: agent, channels, chats, analytics, billing and team management.
Sets up the agent, knowledge base and channels, works with chats and leads, sees analytics. Does not see billing or manage the team.
Replies in chats, handles leads and the CRM, sees analytics. Can only read the knowledge base and does not change agent settings.
Works only with chats. Can only read the knowledge base.
Sees only analytics and metrics — no conversations, customer contacts or billing.
| Section | Owner | Setup specialist | Manager | Operator | Analyst |
|---|---|---|---|---|---|
| Chats | Yes | Yes | Yes | Yes | —No |
| Leads and CRM | Yes | Yes | Yes | —No | —No |
| Knowledge base | Yes | Yes | Read only | Read only | —No |
| Agent settings and channels | Yes | Yes | —No | —No | —No |
| Analytics | Yes | Yes | Yes | —No | Yes |
| Billing | Yes | —No | —No | —No | —No |
| Team management | Yes | —No | —No | —No | —No |
Team accounts: 2 on Start, up to 5 on Business, unlimited on Turnkey. Compare plans
Official connection through the WhatsApp Business API — no grey gateways and no risk of the number being blocked.
All channelsEmployees with their own roles: some answer customers, others set up the agent, and only the owner sees billing.
Roles and rightsLet Mated take the first reply.
Let’s get started
