Who uses this: Admins set up and manage the Chat AI operator in the Operator AI Portal; visitors on your website chat with it directly. Availability: Chat AI add-on, part of the Field Intelligence suite — contact the FieldPulse team to enable it on your account.Chat AI is an AI chat receptionist that lives on your website and works 24/7. It answers visitor questions in real time, books real appointments from your calendar, and creates the customer and job records in FieldPulse for you — so a visitor who lands on your site at 9pm leaves with a booked appointment instead of a form nobody answers until morning.
Overview
Chat AI closes a specific workflow breakdown: a customer visits your website ready to book, and there is no one to answer. Phone lines serve callers, but many customers would rather type than wait on hold. When a visitor starts a conversation, Chat AI follows the same flow as a great CSR — understand the request, confirm the service area, offer real appointment times, collect contact details, book the job in FieldPulse, and confirm. It can:- Book real appointments. Chat AI lists your bookable services — with the descriptions, pricing, and duration from your Booking Portal — checks the visitor’s address against your service area, and offers actual calendar availability, narrowing from week to day to exact time slot. The booked job lands in FieldPulse, scheduled with an assigned technician.
- Capture every lead. If coverage can’t be confirmed or the request needs review, the conversation becomes a follow-up for your office instead of a lost visitor.
- Create customer records with full contact and address details. If the phone number or email matches an existing customer, Chat AI reuses that record — no duplicates — without ever revealing account details to the person chatting.
- Notify your team. Teammates subscribed to Chat Completed notifications receive an SMS or email recap with a summary and a link to the conversation.
- Speak your customers’ languages. Add additional languages, and visitors can switch from a picker in the chat widget.
How it works
Chat AI runs every conversation through the same booking flow:- A visitor opens the chat on your website and describes what they need.
- Chat AI confirms the service area by checking the visitor’s address against your configured service areas.
- Chat AI offers real appointment times from your Booking Portal services and team calendar, letting the visitor narrow from week to day to exact time slot.
- Chat AI collects contact details — name, phone number, email, and address.
- Chat AI books the job in FieldPulse with an assigned technician and confirms the appointment with the visitor.
What Chat AI creates in FieldPulse
When Chat AI books a job, it creates two records so nothing has to be re-entered by hand:
The Chat AI Generated tag on both records lets you filter and run reports to see exactly which customers and jobs came from Chat AI.
Customizing your chat widget
The chat widget is fully customizable, so it matches your website’s branding — your logo, colors, greeting, and even every line of on-screen text.- Open the Operator AI Portal at webai.fieldpulse.com and select My Company.
- In the Operators tab, select the edit icon next to your chat operator.
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Set the Operator Name visitors will see, choose the Default Language, and write the Default Greeting — the first message visitors see when they open the chat widget. Use the
{{agent_name}}and{{company_name}}variables to personalize it, and add Additional Languages so visitors can switch languages from the widget.
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Use the Preview to see the widget with its last saved settings, or select Open Full Page to try it in its own tab.
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Style the widget to match your brand:
- Appearance: widget size, position on the page, whether it opens by default, stays open, and whether visitors can dismiss it.
- Avatar: an orb in your two chosen colors, or an uploaded image such as your logo.
- Base, Accent & Error Colors: panel, message, button, and link colors — usually your brand colors. Every picker has a reset back to the default.
- Layout: corner rounding and spacing.
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Edit any customer-facing text in the widget — the collapsed widget label, the message-box placeholder, the “Connecting…” status, and what shows when a chat ends — under Launcher & Panel Text, Message Input Text, Status Messages, and Conversation Messages. Leave any field empty to keep the standard wording.
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Under Behavior, optionally require visitors to accept a terms notice before their first message. The notice applies everywhere the widget appears — your website and the full-page chat — and each visitor accepts once per browser.
Video walkthrough: configuring Chat AI
Getting Chat AI on your website
The FieldPulse team supports you in getting Chat AI onto your website. The install details live in the Install tab on your chat operator, with two ways to put your operator in front of customers:-
Install on your website: a small snippet you paste into your site’s HTML, ideally directly before the closing
</body>tag. The chat widget shows up in the bottom corner once the page loads. It’s a one-time install — changes you make in the editor afterward apply automatically. - Share a direct link: a hosted, full-page version of the chat — no website embed required. Drop it into SMS, email, or a QR code. It’s also the easiest way to test your operator before it goes on your website.
Reviewing conversations
Chat AI logs every conversation for review. From your chat operator page, the Chats tab lists each conversation with its outcome, length, and time.
Test mode: switch your operator to Test Mode to converse normally while Chat AI suppresses FieldPulse writes and notifications — test as much as you like.