Website chat

A chat button on the company website that turns visitors into booked calls. It isn't an open chat: visitors click buttons, so it stays short and ends with a meeting (the optional AI agent under Selling adds free text).

Admins set it up at Sales AI → Website chat (/sales/admin/site-chat).

What a visitor sees

1. A greeting and what brings you here. With an agent name set (see Selling), the chat opens "Hi, I'm Peter, SoftInWay's engineering assistant" and names the page the visitor is on ("I see you're looking at AxSTREAM ION"). Then: Book a demo, Talk to sales, and, when you've set them up, Quick product question (or Ask us anything with the AI agent on), I'm a student or academic, and I'm a customer and need support.
2. Their details: name, work email, company, phone, country (and state in the US). These come first for every choice except support, including the AI chat. They're checked before the visitor can go on: a full name, an email whose domain exists (no example.com or throwaway addresses), a company, and a phone number of 7 to 15 digits that isn't 1234567 or all one digit. The phone goes on the Salesforce lead.
3. Four button questions, which are yours to write (see Questions below).
4. A time on the rep's calendar. They pick a slot in their own timezone and get a Teams invite from the rep's Outlook. Or, if the rep is free right now, they can chat live (see Live chat below).

Product questions are answered in two or three sentences, never with prices, trials, customer names or export-controlled detail. The answer comes from your company wiki (if it's connected in Sales AI) or, failing that, from the Public product facts you type in the settings. It never comes from the Sales AI knowledge base, which holds internal pricing and playbook rules. If neither confirms an answer, the visitor is offered a call instead. Each chat can ask three questions (set in the settings). With no wiki and no public facts, the Quick product question button isn't shown.

Questions

The four questions and their options are set per company on the admin page, as plain text:

## application | Interest | What are you interested in?
Our products
Our services
Something else [no booking]
## need | Company size | How big is your company?
...

The keys (application, need, role, timeline) stay the same; the titles, questions and options are yours. End an option with [no booking] to have the rep email that visitor rather than book, or [academic] to send them down the EDU path. Two presets are there to start from: General, and Turbomachinery (SoftInWay's).

Who gets the visitor

The same rules as website-form leads:

• Already in Salesforce (the person, or their company's account): that record's owner.
• Students and academics: the EDU owner, no booking.
• Otherwise: the assignment rules, by country and US state.

A Lead (or a Contact under a known account) is created in Salesforce with the visitor's answers, owned by that rep, with Salesperson set and added to the inbound campaign. The rep gets the usual new-lead email, and when a call is booked a second email plus a completed Task on the Salesforce record.

When there's no booking

The visitor is told the rep will email them within one business day, and the lead still goes to the rep, when:

• the rep's calendar can't be booked (see below) or has no free slots,
• they picked an option marked [no booking],
• they used a Gmail-type address (unless Gmail-type addresses can book is on),
• their country is on the No booking or answers for list. Then nothing goes to Salesforce; the chat is kept on the admin page for review.

Support requests. "I'm a customer and need support" opens a short form: name, work email, company, phone (optional), licence number or product (optional) and the problem. It's emailed to the support email from the settings, with Reply-To set to the customer, so support answers straight from their inbox. The email has the page they were on. The customer is told it's with support and who will reply. No Salesforce lead and no follow-up draft. It only ever goes to your support address, never to the visitor, one request per chat and at most 50 a day from the chat. With no support email set, the chat just tells them to write to their usual support contact.

Turning on booking

Booking writes to the rep's calendar, so the company's Microsoft app needs the Calendars.ReadWrite delegated permission with admin consent (Entra ID → App registrations → the Otium app → API permissions). Reps don't need to sign in again: their existing Outlook connection is used. Check calendars on the admin page shows who can be booked.

Slots are the rep's working hours (9:00 to 17:00 in the rep's timezone) on weekdays, from the minimum notice to the number of days ahead in the settings.

Putting it on the website

1. Add the website's address (for example https://www.softinway.com) under Allowed websites. The chat refuses to load anywhere else.
2. Paste the script from the Embed box before </body> on every page that should show the button.
3. Tick Chat is on. While it's off the script shows nothing, and admins can still try it with Try it. A test run is real: it creates the Salesforce lead and sends the invite.

Optional: a Cloudflare Turnstile key adds a bot check before the first question.

Matching your website's look: set the main colour (the chat button and Send), a second colour (header line, answer buttons, the visitor's messages), your website's font (a Google Fonts name such as Montserrat), the corner radius (0 for square buttons) and your logo (an https:// image made for a light background, shown in a white header). Blank fields keep the default rounded look.

Live chat

When it's on, a visitor who would be offered times can chat with the rep now instead, as long as:

• the rep is on the live list (admin page),
• it's a weekday inside the rep's working hours, and
• the rep's calendar is free for the next half hour.

The rep hears about it straight away: a Teams card in your sales channel, mentioning them, and an email. Both have a Take this chat link that opens the chat in Otium (sign in if asked). Anyone on the live list can take it; the first one wins. Waiting chats are also listed at /sales/site-chat/live.

If nobody takes it in two minutes (set in the settings), the visitor is told the rep is tied up and gets the booking slots. After a live chat they can still book a follow-up call.

To connect Teams: in the sales channel, ··· → Workflows → Post to a channel when a webhook request is received, then paste the URL into Teams webhook URL on the admin page.

Selling

Three things push a chat towards a meeting. They're under Selling on the admin page.

• Every product answer ends with a way to a call: "Talk to an engineer about this", which goes to booking. Whatever the visitor asked also goes on the Salesforce lead and into the rep's booking email (lines starting "Asked:").
• Follow-up drafts (off until you tick it): when a visitor left their details but didn't book or talk to a rep, a follow-up email is drafted in the rep's Outlook Drafts after an hour (set in the settings). It's written from what they told the chat and is never sent automatically. The rep gets an email saying it's there. A rep without Outlook connected gets the text by email instead. A visitor who left details and walked off before the questions is routed and put in Salesforce first. Students, support requests, blocked countries and chats over three days old get no draft.
• AI qualifying agent (off until you tick it): replaces "Quick product question" with Ask us anything, a free-text chat. It qualifies; it doesn't sell. The agent answers briefly from your wiki and public facts, asks qualifying questions one at a time, judges whether the visitor is a good fit, and hands good fits over to the booking buttons. It doesn't pitch or argue: objections and comparisons get "an engineer can go through that on a call". A poor fit or someone just browsing gets a polite answer and no call. It skips any of the four questions the visitor already answered in the chat. It never gives prices, discounts, licence terms or trials. A reply that names an amount of money is replaced with "the team can go through it on a short call". It says it's automated if asked. It knows the visitor's name, company and the page they're on, so it doesn't ask for those. Every reply ends with one qualifying question about what it still needs to learn (what they're working on, the challenge, why now, current approach, who's involved, timeline), even after a product answer; if the model leaves the question out, the chat adds the next one. It never asks a question it asked earlier in the chat, even reworded, and once the visitor gives a deadline it doesn't ask why now. It stops asking once it's offering a call (the offer is then the only ask in that message), or if the visitor is a poor fit. Every good or possible fit is offered a call once, usually by the agent's second or third reply, or straight away if they ask about pricing, a demo or their own case. A good fit who's urgent (a concrete project with a deadline) gets the offer in the same reply that makes that clear. Someone in the right field who's just reading gets one light offer. It doesn't repeat the offer if they decline. Only a clear poor fit (job seekers, vendors, unrelated fields) isn't offered one. Fit is about who they are, urgency about timing: "just reading" is a possible fit with cold urgency, not a poor fit. No dashes, and it quotes your meeting length. Each chat gets 12 agent messages (set in the settings), and a Book a call button stays next to the message box.
• Agent name (with the AI agent): a name and role, such as Peter and engineering assistant, for the greeting. Empty means "Hi, welcome to ...".
• Pop-up after (seconds): after this long on a page, a short note appears above the chat button, naming the page from its title ("Hi, I'm Peter, SoftInWay's engineering assistant. Any questions about AxSTREAM ION?"). Clicking it opens the chat. There are three timings: Home page, Articles (blog posts and news, the pages your site marks as articles; on those it also shows once the reader is halfway down, after at least 20 seconds) and Other pages, plus optional lines like /pricing 30 for a page or section (the longest match wins). 0 means no pop-up there. It shows once per browser tab, and not at all for a day once the visitor has chatted. Vendor guidance is 30 to 45 seconds on pricing or contact pages, 45 to 90 on product pages, about 60 on articles, and none or 60 to 90 on the home page; very short delays annoy people.
• The chat follows the visitor. If they move to another page or open a new tab on your website, the same conversation is there, and it reopens by itself if it was open on the last page. They don't fill in the form again. It lasts 24 hours. Private browsing or strict privacy settings may start a fresh chat.
• Qualifying guide (with the AI agent): who's a good fit, what to ask and when to offer a call. The presets (General, Turbomachinery) define good, possible and poor fits and follow a light CHAMP approach for inbound chat: what they're working on, their need, why now, current approach, who's involved, timeline. It asks one question per message, answers first, and never asks about budget. The agent writes what it learned, a fit rating (good / possible / poor) and an urgency rating (hot / warm / cold), each with the reason, onto the Salesforce lead, the rep's booking email, the Teams card, the follow-up draft and the transcript. A visitor could get the agent to repeat the guide, so keep anything confidential (prices, discount rules, customer names) out of it.

Salesforce for chats that don't reach the buttons. A visitor who leaves their details but never finishes the booking questions (they chat with the agent and leave, or close the window) is still sent to Salesforce and their territory rep once the chat has been quiet for 15 minutes. The lead carries their phone, the page they were on, what the agent learned, the fit and urgency ratings, and the whole conversation (both sides, so the rep sees what the visitor was told). The rep's booking email has the conversation too.

Hot leads go to the rep straight away. When the agent rates a visitor a good fit with hot urgency (a concrete project with a deadline), they're sent to Salesforce and the rep is alerted while the visitor is still chatting, not 15 minutes after they leave. The chat stays open, so they can still book. Once it goes quiet, the full conversation is written onto the Salesforce record (only on a record Otium created; an existing contact's description is left alone). Chats from your own staff's email addresses (anyone with an active Otium login) are never sent to Salesforce or given a follow-up draft, so colleagues can test the chat with their own address.

Reports

The admin page shows the last 30 days (opened, left details, qualified, offered times, booked, product questions) and the last 50 chats with their full transcripts and follow-up status.