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Chat

One agent across web, WhatsApp and email

Not a separate bot per channel. One agent, one knowledge base, one set of conversation logic — reachable from an embed script on your site, a WhatsApp number, or a support inbox.

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Layla Haddad

AI handling

WhatsAppPOL-4471-B

Live

Inbound call answered by Claims Agent14:31

Layla Haddad

Voice transcript· 0:08

Yeah, hi — I've had an accident. Someone went into the back of me on the airport road.

14:31

Claims AgentAI

Voice transcript· 0:06

I'm sorry to hear that. Is everyone safe, and are you somewhere you can talk?

14:31

Layla Haddad

Voice transcript· 0:05

Everyone's fine. The car drives but the back bumper is hanging off.

14:32

Claims AgentAI

Good — that's the main thing. You're covered for third-party damage with a JOD 100 excess, and because the other driver hit you from behind, your no-claims discount is protected. I'll open the claim now.

Motor Policy Wording v4.2 §4.1POL-4471-B schedule

14:32

Claim opened · Guidewire

CLM-8823 · motor · JOD 1,450 estimated

14:34

Assessor booked · FieldOps

Tue 28 Jul, 10:00–12:00 · Amman West

14:35

Claims AgentAI

Your claim is CLM-8823 and an assessor will come to you on Tuesday between 10 and 12. I've texted you the details. Is there anything else?

14:35

Layla Haddad

Voice transcript· 0:04

Can I get a courtesy car in the meantime?

14:36

A real motor first-notice-of-loss. Note the actions on the timeline — the claim was opened and the assessor booked inside the conversation, not after it.

What you get

How it works

Embed in one line

A script tag on your site, or a WhatsApp Business number pointed at Heard. No rebuild, no design system fight — the widget inherits your brand.

Same brain as voice

A customer who called yesterday and messages today is talking to the same agent, with the same knowledge and the same memory of what happened.

Faster to prove than voice

Chat is the lowest-friction way to get an agent in front of real traffic. Most design partners start here and add voice once they trust the answers.

Handoff without the reset

Escalation moves the conversation to an inbox with the full transcript attached. Nobody asks the customer for their policy number twice.

Questions

Frequently asked

Does the chat agent use the same knowledge base as voice?

Yes. Knowledge, conversation logic and integrations are shared. Adding a channel does not mean rebuilding the agent.

Can it handle WhatsApp?

Yes — WhatsApp Business, web chat and email all route into the same agent.

Explore

The rest of the platform

Voice agents

No IVR trees. No hold music. A caller explains what happened in their own words, and the agent takes it from there — verifying the policy, opening the claim, and booking the assessor before they hang up.

Flow editor

Drag nodes onto a canvas, connect them, and watch data move through your workflow node by node. The ops lead who owns the process owns the flow — no engineering ticket, no release train.

Knowledge base

Upload your policy wordings, endorsements, claims procedures and FAQs. Point it at a URL. Every answer the agent gives is retrieved from those documents and cites the one it came from.

See Heard on your own calls

A 30-minute call. Bring a recording of a real customer conversation and we will show you what the agent does with it.

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