Bots
Bot teams
Instead of one bot that does everything badly, Botdesk gives you a team of specialists: one owns FAQ, one owns order status, one owns returns, one covers the night. Each has its own playbook, its own knowledge and clear limits — and your people step in only when it truly matters.
Why a team of specialists beats one do-it-all bot
The problem with one bot for everything
General-purpose chatbots fail in a predictable way: asked about everything, they are excellent at nothing. One day they misquote your return window, the next they invent a discount, and after a few embarrassments you quietly switch them off. The customers who wanted a quick answer end up waiting for a person anyway — now slightly annoyed.
Botdesk splits the job the way a good manager splits a busy shift. Each bot owns a narrow lane with its own playbook and its own slice of your knowledge. The FAQ bot cites your articles. The orders bot checks the actual order before it speaks. The returns bot follows your policy step by step. Narrow jobs make honest bots — and honest bots are the ones customers do not mind talking to.
Your team stays in charge
Autopilot does not mean unattended. Every bot works within boundaries you wrote, and everything it closes is logged, reviewable and reversible. If a bot is unsure, it does not gamble — it hands the conversation to your team with a summary of what the customer asked and what has already been offered.
That balance is what makes the roster grow naturally. Teams typically start with a single bot on the noisiest topic, watch its conversations for a week, tighten a rule or two, then add the next lane. Within a month the routine runs itself, the queue stops being scary, and your people finally work the cases where a human actually changes the outcome.
Lanes teams put on autopilot first
- Order status
- Returns and refunds
- Delivery questions
- Opening hours
- Pricing questions
- Account changes
- Night shift
- Holiday overflow
- bots per plan; unlimited from the Squad plan up
- 2–∞
- coverage once the night-shift bot joins the roster
- 24/7
- per operator seat — your people are always free
- $0
- of the full bot roster free, no card required
- 14 days
Frequently asked questions
- Will customers hate talking to a bot?
- Customers hate waiting and repeating themselves — far more than they dislike bots. A specialist bot answers routine questions in seconds, cites the source of what it says, and hands anything unusual to a person with context. Most people just want the tracking number; they are happy whoever brings it.
- How many bots do I actually need?
- Fewer than you think. Look at your last hundred conversations: if half are order status and returns, two bots cover half your queue. The Solo plan includes two bots for exactly this reason; from the Squad plan the roster is unlimited, so you can add lanes whenever a topic gets loud.
- What happens when a bot doesn't know the answer?
- It says so and passes the conversation to your team — with a summary of the question and everything already tried. No dead ends, no made-up answers, no 'please contact support' loops. You define how cautious each bot should be, and cautious is the default.
- I'm not technical. How long does setup really take?
- If you can write an email, you can set up a bot. You describe its job in plain language, point it at your help articles and set its limits — most teams put their first bot on shift the same week they sign up, without involving anyone technical.
- What if a bot gives a wrong answer?
- Every conversation is logged and searchable, so you will see it — usually in the daily review of bot-closed chats. Fix the article or tighten the playbook and the mistake stays fixed, for every future customer. Compare that with retraining a rotating cast of tired humans on the same policy.