What the Support Chatbot does.
The Tenlo Support Chatbot is a RAG-powered (retrieval-augmented generation) assistant that answers customer questions on your website using only your own knowledge base.
Five jobs, one bot
- Reads visitor messages from a chat widget you embed on your site (or a hosted chat page Tenlo provides).
- Searches your knowledge base — FAQs you write yourself, plus URLs, PDFs, Word docs, or Markdown files you’ve ingested.
- Generates a brand-voice answer using Claude — but only when the match is confident enough. If your KB doesn’t cover the question, the bot says so honestly and offers to connect the visitor with a human.
- Hands off to your team by emailing the conversation transcript (and optionally posting to Slack or Teams).
- Streams replies word-by-word — visitors see the answer appearing as it’s generated, not after a 3-second wait.
Grounded, not creative
The bot won’t invent answers. If your KB doesn’t have it, the bot says “I’m not sure I have the right information to answer that. Would you like me to connect you with a human?” — full stop. No hallucinations.
This is the single most important difference between the Tenlo Support Chatbot and a generic AI assistant. The confidence threshold (see Brand voice & confidence threshold) is what enforces it.
How it differs from the Sales Assistant (P05)
P01 is for support — answering existing-customer questions from your help docs. P05 (Sales Assistant) is for sales — qualifying new visitors, capturing contact info, and booking meetings. You can run both side-by-side; teams typically style them in different colours and put them on different pages.
The two products share the 100-document KB cap per business — see Knowledge base — documents.