How a conversation works
What your visitor sees and what the Website Agent does at each step, from the first question to the confirmed meeting.
The widget on your site
On a page of your site, the widget is a bar at the bottom of the screen. At rest, it can show one question taken from what the visitor is reading (see Suggested questions). When the visitor clicks into the bar, up to three starter questions appear: one click and the conversation has started. They can also type their own question.
The conversation then opens in a panel. The header shows the assistant's name (see Appearance) and the footer reads AI-generated answers · Powered by Nudge. From the conversation options, the visitor can start a New conversation, Minimise the panel, or dock it to the right or at the bottom of the page.
The first message is your opening message, set in Agents › Shared memory › Tone. Without one, the agent uses a generic greeting in the visitor's language.
The order of a conversation
The Website Agent follows a fixed order: need, then contact details, then calendar. The order is decided by Nudge, not improvised by the AI, so every conversation follows the same rules.
It answers the visitor's questions
A visitor's question always comes first. The agent answers from your knowledge base only: your switched-on pages, documents, notes, key facts and FAQs. If the answer is not there, it says so rather than inventing one, and the question appears in Unanswered questions so you can add the answer (see Knowledge base).
Answers are kept short, a few sentences, so the conversation stays a conversation.
It understands the need
Between answers, the agent asks the questions of your conversational form, one at a time, in its own words: first the required ones, then a few optional ones until the need is clear. Each question is asked once. If the visitor asks something in the middle, the agent answers first and comes back to it later.
It asks for contact details
Once the need is known, the agent asks for the visitor's details in the conversation: first name first, then the email or phone your form requires. It never asks for them on the very first message, unless the visitor asks to be contacted or asks to book right away. It never asks again for a detail it already has.
It offers a slot
When every required answer is known and the visitor is a good fit (see Qualification), Nudge opens the calendar inside the conversation. The AI never decides this on its own and never invents a slot: the slots shown are your closers' real availability.
The visitor picks a slot, confirms the email where the invitation should go, and clicks Confirm the meeting. The panel then shows Meeting confirmed with an Add to my calendar button. If no slot suits them, Other slots shows more, and Another time? lets them share a preferred time; this does not book anything.
A meeting is only booked through the calendar
A visitor who types "I booked" or "Monday at 3 pm" in the chat has not booked anything. The agent says so and shows the calendar again, so nobody believes they have a meeting they do not have.
When the visitor asks to book or to be called
- "I'd like a demo" on the first message: the agent skips the detours and goes straight to the next missing detail, then the calendar.
- "Can you call me?": a call-back request is not a booking request. The agent asks for the phone number (after the name if it is missing) instead of showing the calendar.
- The visitor says they are done: the agent stops asking optional questions.
Objectives other than a meeting
By default, a conversation aims to book a meeting. You can give it another primary objective, and up to two secondary ones, per form: capture the contact so the team follows up, qualify then hand off, arrange a phone call-back, send to a page, or present an offer. See Qualification.
When the objective is to hand over to your team, the agent ends with your closing sentence (for example "An advisor writes to you within 24 hours") and the lead is in Contacts, ready for your team.
Languages
The widget picks its language from, in order: the browser's language preferences, the visitor's country, the language of the page, then the form's default language. Its interface is available in English, French, Spanish and German.
The agent answers in the language the visitor writes in. Configured texts (opening message, suggested questions) are only shown when they match the visitor's language; otherwise the widget uses its translated defaults, so it never mixes two languages.
When the agent cannot answer with AI
If your workspace reaches a usage limit, or a conversation becomes unusually long, the widget switches to a simpler mode rather than going silent: it shows a fixed message, opens the calendar if every required answer is already known, or asks for an email so the team can get back to the visitor. The visitor can still book.
What your team gets
- The contact in Contacts, with the answers given in the conversation.
- The meeting in Bookings, on the closer's calendar, with the video link set in your scheduling settings.
- The conversation in Collection, with the transcript, the answers, the page where it started and what is still missing. See Conversations.
- A brief for the closer before the meeting, if the Handoff Agent is on. See Agents.
Messages are saved as the visitor sends them, even if they leave before the end: an interrupted conversation still gives you what was said.