The visitor experience
Understand privacy agreement, questions, navigation, conversation history, and form assistance.
On this page
Start a conversation
A new visitor opens the website launcher and sees a privacy screen. Agree and continue opens the chatbot. Acceptance is remembered in that browser for the workspace and visitor context. Clearing browser storage can cause the notice to appear again.
The welcome invites a question. Visitors do not need to classify themselves or complete a form before asking. Viewing the greeting alone does not create a recorded conversation; the first saved visitor message does.
Ask questions and follow sources
The assistant uses selected, searchable public knowledge to answer organization-specific questions. A response may include links to supporting pages. Missing or unavailable knowledge can prevent a reliable answer. Generated answers can be wrong; consequential details should be checked with the organization.
Links to authorized website origins navigate the hosting website. Other web destinations ask for confirmation and open a new tab. Email and telephone links use their normal browser actions.
Close, reopen, or start another chat
Closing the widget does not create a new conversation. Reopening can restore the current conversation, and visitors can use history to select another conversation. New chat starts a separate conversation.
The selected conversation and unsent message drafts are remembered through navigation and reloads when browser storage works. Each conversation has its own message draft. Clearing storage, using private browsing, switching devices, or using another browser can prevent restoration. This is not an authenticated cross-device customer account.
Unfinished text in a form field and the current questionnaire position do not have the same restoration behavior as the message composer. A full page navigation can discard those local edits. Saved form answers can still be present when an existing entry is restored.
Accept form assistance
The assistant may propose a form, or the visitor can choose an available form. For In chat, the visitor agrees before the interview begins. The chatbot can reuse supported answers already supplied, ask for missing information, and let the visitor correct answers.
The visitor reviews the collected answers and confirms before submission. Selecting a form, agreeing to assistance, or typing an answer alone is not confirmed submission. A Link only form takes the visitor to the configured website, where that site's form process applies.
Review results
The chatbot reports confirmed destination success separately from failure or an uncertain outcome. If a request is interrupted, check the current form result before repeating submission. A configured website fallback may be offered after an unsuccessful in-chat submission.
Your team can review recorded conversations in the portal and receive configured notification emails. An employee from your organization should contact Runs Agents directly to request access, correction, or deletion of stored chatbot data. See Data handling and Retention and deletion.