Will the agent replace my support team?

No. It takes the repetitive questions and the night-time inquiries, and people handle the complex cases. How many questions it resolves on its own depends on your materials, and you'll see it in the “Analytics” section as questions come in.

What if the agent gives a wrong answer?

It answers from your materials. If the answer isn't there, the agent says so and offers to connect the customer with your team, and with the “Hand over when the bot is unsure” setting turned on it passes the conversation to a person right away. An inaccurate answer usually means something is missing from your materials: add the answer, and the agent starts getting it right. Customers can rate every answer, and you'll see poor ratings in the “Analytics” section.

Can the agent answer questions about a specific order or account?

By default the agent passes those questions to your team. If the customer is signed in to their account on your website or service, you can pass the agent their name, plan and latest order. Your developer sets this up.

Do customers find chatbots annoying?

What annoys people is a bot that keeps them going round in circles of buttons and won't let them talk to a person. The msg8 agent works like a live chat assistant: it understands questions in the customer's own words, never pretends to be human and calls in your team at the first request. That's what customers want: in a 2026 Gartner survey, 87% said that if a company uses AI for customer service, it must give them a way to reach a human (Gartner, 2026).

Does it work in Telegram?

Yes: the agent also answers in your Telegram bot, and your team can reply to website customers straight from Telegram.

How much does it cost?

You can try it for free; paid plans start at $10 a month.

AI agent for customer support

AI customer support agent for your website

A support chat for your website where AI does the answering. Customers get a reply in seconds, day or night, based on your own materials: from delivery times and returns to getting started with your service and changing plans. Complex questions go straight to your team, with the whole conversation attached.

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Why support can't keep up

Most support questions repeat. In a shop it's delivery, payment and returns; in a service business, prices and bookings; in an online service, how to get started, what the plan includes and why an email never arrived. While your team answers the same thing again and again, customers wait, and in the evening and at weekends nobody answers at all.

According to msg8 data, 22% of inquiries to the online furniture store Nastoyashchaya Mebel arrive between 9 pm and 9 am, when the store is closed, even though it is open seven days a week, 9 am to 9 pm. Without the agent, those customers would wait until morning. At the luggage store Ice-Land, one in five leads from the agent arrives at night, when the sales team is off.

Customers increasingly expect help at any hour: in a Zendesk survey of 6,182 consumers, 74% now expect AI to make customer service available around the clock (Zendesk CX Trends 2026).

What the agent does

1
It answers common questions right away.
The agent takes its answers from your website and the files you train it on: delivery and return terms, price lists, help articles, setup guides. It replies in the customer's language and understands screenshots customers send in the chat.
2
It answers the way you want.
For important topics, such as returns or cancelling a subscription, you write a ready answer in the “Q&A” section, your own list of approved wording. The agent ranks these above any other source.
3
It sticks to your materials.
If the answer isn't in your materials, the agent says so and offers to connect the customer with your team. You can turn on the “Hand over when the bot is unsure” setting: then any question the agent couldn't find an answer to goes straight to a person.
4
It passes on what a person should handle.
Complaints, questions about a specific order, returns and exchanges, payments and charges, including subscription charges. You can add up to ten rules of your own in plain words, such as “the customer asks about wholesale”. And when a customer asks for a person, the agent always calls one.
5
Your team replies from wherever suits them.
In the msg8 dashboard or straight from Telegram, with the full conversation in front of them. The customer sees your team's label, such as “Support”, so they know a person has replied. Once the issue is solved, the conversation can go back to the agent.

What it looks like

Example: a furniture store

CustomerCan I return a sofa if the colour isn't right?
AgentYes. Under the store's policy you can return an item within 14 days if it's in its original condition and packaging. A manager will help you arrange the return. Shall I pass your question on?
CustomerYes. Also, the courier was two hours late yesterday.
AgentI'm sorry about that. I'm passing the conversation to a manager, who will reply right here.
SupportHello, this is Anna. Sorry about the delay. I'm looking into the delivery now and will set up your return straight away.

Example: an online service

CustomerHow do I set up card payments? And I haven't had any email notifications for two days.
AgentCard payments are set up in “Settings → Payments”: choose a payment provider and paste the key from its dashboard. About the notifications: check your spam folder and the address in your profile. If the emails aren't there, I'll pass this to a support engineer. Shall I?
CustomerYes, nothing in spam.
AgentPassing it on. The engineer will see the whole conversation and reply right here.

For shops, service businesses and online services

Online store
The agent answers questions about delivery costs and times, payment and instalments, sizes, warranty and returns, and understands product photos customers send. Complaints, questions about a specific order and returns that need processing go to your team.
Services: clinics, schools, renovation, law firms
The agent answers questions about prices, locations, opening hours, what a service includes and how to prepare for a visit. Rescheduling and disputed cases go to your front desk.
Online service, SaaS, IT product
The agent answers from your help centre: how to sign up and get started, where to find a setting, what each plan includes, how to change or cancel a subscription, what to do if an email didn't arrive. It understands a screenshot of an error sent by the customer. The agent passes questions about charges and refunds to a person by default. For outages and account access, add one rule of your own, such as “the customer says the service isn't working”.

Making answers more accurate

Unanswered questions are collected for you.
Once a week msg8 gathers the questions the agent couldn't answer (a topic makes the list once at least three such questions come in), groups them by topic and drafts an answer. You review it and save it, and the agent starts answering those questions.
You can check answers in advance.
In the “Quality test” section you paste up to 200 real customer questions, and the agent answers them the same way it would on your website. You see the answers before any customer does and compare answers before and after your edits.
You see what people ask about.
The “Analytics” section shows frequent questions and the answers customers rated poorly.
You can simply ask.
Your dashboard has an “Assistant” section, a chat for you. Ask it “what couldn't the agent answer this week?” or ask it to fix an answer. It prepares the change, and you apply it with one click.
You'll know if something breaks.
msg8 emails you or messages you in Telegram if, for example, the chat disappears from your website or the agent starts saying “I don't know” noticeably more often.

Security

The chat opens only on your websites: someone else's site can't show your agent.
The agent is protected against attempts to make it break character or extract information: it doesn't reveal internal data or contacts that aren't in your materials. For healthcare, finance and legal topics you can turn on extra answer checks.
Spam and pointless chatter don't burn through your limit: the number of replies to one visitor is capped.

Support and sales in one agent

The same agent that answers customer questions can find the right product or plan, message a visitor first and take their contact, and answer in your Telegram bot too. More on the AI sales agent page.

How we use it ourselves

msg8 is an online service too, and our own agent runs our support: it answers customers around the clock from our help centre, on topics like installing the chat on a website or connecting Telegram. During working hours, a person steps in on complex questions.

How to connect it

1
Enter your website address and add files: delivery and return terms, price lists, help articles, guides.
2
Ask the agent the questions your customers ask most often, and adjust the answers if needed.
3
Choose when to call in a person. The default settings are usually enough: msg8 picks them for your niche on its own.
4
Add one line of code to your site, no developer needed. There are guides for Shopify, WordPress, Wix, Webflow, Squarespace and Tilda.

Pricing

You can start for free, no card required. Paid plans start at $10 a month. You pay only for the agent's replies: your team's replies in the chat cost nothing. If you'd rather not set it up yourself, there is a paid done-for-you launch.

Frequently asked questions

See the agent on your own site

Start a free trial and ask the agent the questions your customers ask most.

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Start

Getting started is easier than it looks

In 30 minutes, an expert will look at your website, show you how the AI agent would sell your products and services, answer your questions and share tips that raise conversion in your niche. Then it's your call: set it up yourself for free, or order a done-for-you launch.