AI Conversations

Privas AI manages conversations between website visitors and your representative. Every conversation is grounded in the knowledge defined for the domain, and stored so your team can review it.

How a conversation works

1. The visitor sends a message through the widget or share link.
2. The system identifies the domain for that surface.
3. The assistant searches the domain's knowledge sources.
4. A response is generated from the relevant information.
5. The reply is sent back to the visitor.

Because conversations are domain-scoped, the assistant uses only that domain's knowledge.

Answers stream in

Replies appear progressively as they are generated, rather than all at once after a pause, so the visitor sees the answer forming and does not wait in front of a blank screen.

Answers can include interactive components

An answer is not always plain text. When it helps, the assistant can show interactive elements such as quick replies, a pricing table, or a call-to-action button. You control which components are allowed in Chat Components.

Continuity for returning visitors

Within your domain's privacy scope, the assistant can carry useful context so a returning visitor does not have to repeat themselves. This continuity stays inside the domain and is never shared across domains.

Grounded responses

The assistant retrieves information from your knowledge sources rather than generating from general assumptions. As a result, answers stay relevant to your website and consistent with your content. If it cannot find reliable information, it may ask the visitor to clarify.

Conversation history

Conversations are stored inside the domain, so your team can review visitor questions, understand common inquiries, and see how the assistant responded. This helps you improve knowledge and refine behaviour.

When a person is needed

Complex, unclear, or sensitive situations can be escalated to a human admin using the built-in tools. See Bell Escalation and Admin Take Over.

Next step

When a question is unclear or out of scope, the assistant uses proactive behaviour. Continue to AI Proactive Behaviour.