Resolve routine queries in seconds, before agents see them.

No. When a customer messages you first, a 24-hour service window opens and the bot can reply freely without templates or prior opt-in. InfiQ keeps consent records, audit logs and access controls on every conversation, so compliance reviews are straightforward.

You set the escalation rules: two unrecognised messages, a keyword like 'refund not received', or an explicit 'talk to an agent' tap moves the chat to your shared team inbox with the full transcript attached. The agent replies from the same number, so the customer never leaves the thread.

Yes. Connect Shopify, WooCommerce or your OMS through native integrations, or point a webhook at any internal API. The bot fetches tracking, refund or booking status at the moment it replies, so answers reflect what your system says right now.

Not inside the 24-hour service window — bot and agent replies there need no approval. Templates are only required for follow-ups after the window closes, like a 'your replacement has shipped' update two days later. Approval usually clears within minutes to a few hours.

A query counts as deflected only when the conversation closes without an agent message and the customer doesn't reopen it within 48 hours. InfiQ's dashboard breaks deflection, escalation rate and CSAT down per intent, so the number reflects real resolutions, not abandoned chats.

Every bot menu carries a talk-to-an-agent button, so nobody gets trapped in a loop. Because 'where is my order' gets answered in seconds instead of sitting in a 4-hour email queue, CSAT typically rises after launch. Watch escalation rate per intent and retire any flow that frustrates.