# FormalChat — Complete Product Information

> AI-powered customer chat widget for websites. Built for businesses that want instant AI support with human backup.

## What is FormalChat?

FormalChat is a SaaS customer chat platform that combines AI-powered responses (via Claude by Anthropic) with seamless human operator handoff. Businesses embed a single script tag on their website, and visitors can chat with an AI assistant that handles common questions instantly. When the AI cannot help or the visitor requests a human, the conversation is handed off to a live operator through the dashboard or mobile app.

## How It Works

1. **Embed**: Add one script tag to your website: `<script src="https://formalchat.ai/widget.js" data-token="YOUR_TOKEN"></script>`
2. **Configure**: Set up your AI assistant with business information, knowledge base articles, and custom responses using the setup wizard
3. **Go Live**: Visitors start chatting. AI handles routine questions 24/7. Operators get push notifications for handoffs and complex queries.

## Features

### AI-Powered Responses
- Powered by Claude (Anthropic) — one of the most capable language models
- Answers customer questions using your custom knowledge base
- Handles FAQs, business info, product questions, and more
- Responds in the visitor's language automatically
- Available 24/7 with no downtime

### Seamless Human Handoff
- Automatic handoff when AI cannot answer or visitor requests a person
- Operators receive push notifications (iOS, Android, desktop)
- Real-time operator dashboard with conversation claiming
- Live typing indicators for both visitor and operator
- Handoff wait timer tracks response times

### Operator Dashboard
- Full-featured Progressive Web App (PWA)
- Native iOS app (App Store) and Android app (Google Play)
- Real-time WebSocket connections for instant messaging
- Conversation management: claim, reply, close
- Contact information collection and management
- Canned responses for quick replies

### Knowledge Base
- Add articles, FAQs, and documents
- AI grounds responses in your content for accuracy
- Easy management through the dashboard

### Customization
- Custom widget colors and branding
- Light/dark theme with automatic detection
- Configurable widget position (left/right)
- Business hours scheduling
- Email fallback when operators are offline
- Custom AI personality and instructions

### Multi-Tenant Architecture
- Each tenant gets isolated widget, operators, settings, and AI configuration
- Built for agencies managing multiple clients
- Separate billing per tenant

## Pricing

| Plan | Price | AI Messages/mo | Operators | Storage |
|------|-------|----------------|-----------|---------|
| Starter | Free | 50 | 1 | — |
| Growth | $19/mo | 1,000 | 3 | 50 MB |
| Pro | $49/mo | 5,000 | 10 | 500 MB |
| Business | $99/mo | 25,000 | Unlimited | 5 GB |

All plans include: AI-powered responses, human handoff, email fallback, basic widget customization. No credit card required for Starter plan.

## Use Cases

### E-commerce
Answer sizing questions, track orders, handle returns. AI resolves common queries while operators handle complex issues like refunds and complaints.

### Real Estate
Qualify leads from property listings 24/7. AI responds instantly to inquiries, collects contact info, and connects serious buyers with agents.

### SaaS / Technical Support
Provide instant technical support. AI answers common questions from documentation while routing complex issues to the right team member.

### Professional Services
Law firms, accounting, consulting — collect initial inquiry details via AI, schedule consultations, and route to the appropriate professional.

## Technical Details

- **Widget**: Lightweight JavaScript snippet, works on any website (HTML, WordPress, Shopify, React, Next.js, etc.)
- **Backend**: FastAPI (Python), SQLite database, WebSocket real-time communication
- **Mobile Apps**: Capacitor-based native apps for iOS and Android
- **Security**: TLS encryption, bcrypt password hashing, European servers
- **Languages**: AI responds in dozens of languages automatically

## Comparison: FormalChat vs Traditional Live Chat

| Feature | FormalChat | Traditional Live Chat |
|---------|-----------|----------------------|
| AI-powered auto-responses | Yes | No |
| Setup time | Under 2 minutes | Hours to days |
| Free plan | Yes | Varies |
| Human handoff | Built-in, seamless | Manual or unavailable |
| Mobile app (iOS + Android) | Yes | Some providers |
| Push notifications | Yes | Email only |
| Embed method | One line of code | Varies |
| AI language support | Automatic | Paid add-on |
| Knowledge base training | Built-in | Separate tool |

## FAQ

**What is FormalChat?**
An AI-powered customer chat widget for websites that combines instant AI responses with seamless human operator handoff.

**How do I add it to my website?**
Add one script tag. Works with any framework — React, Next.js, WordPress, Shopify, or plain HTML.

**How accurate is the AI?**
Powered by Claude, one of the most capable language models. You provide your knowledge base, and AI gives accurate answers grounded in your content.

**What happens when the AI can't answer?**
The conversation is handed off to your team instantly with push notifications. If no one is available, the visitor's email is collected for follow-up.

**Is there a free plan?**
Yes. Starter plan: free, 50 AI messages/month, 1 operator, basic customization.

**Is my data secure?**
All connections encrypted with TLS. Passwords hashed with bcrypt. Data stored on secure European servers.

**Can I cancel anytime?**
Yes. All plans are month-to-month, no contracts. Cancel anytime from the billing portal.

**What languages does the AI support?**
Claude understands and responds in dozens of languages. The widget automatically adapts to visitors' language.

## Links

- Website: https://formalchat.ai
- Blog: https://formalchat.ai/blog
- Operator Login: https://formalchat.ai/operator/
- Privacy Policy: https://formalchat.ai/privacy
- Terms of Service: https://formalchat.ai/terms
- Contact: support@formalchat.ai