A customer sends a text late in the evening asking a detailed question about a service, well after the team has gone home for the day. The message sits in Mobile Message waiting for someone to open the account in the morning, and by then the customer may have already found an answer somewhere else.

Chatlabz exists to answer exactly this kind of question, since it connects data sources to a chatbot built to interact with them. Linking it to Mobile Message through Zapier means an inbound reply can be sent straight through as a prompt, so the customer's own words are handed to the chatbot the moment they arrive rather than sitting untouched until a person is free to read them.

This is a one-way handoff rather than an automatic reply, so a staff member still reviews what the chatbot comes back with before anything is sent to the customer. For a business already using Chatlabz to answer questions from a website or a knowledge base, this simply gives the same chatbot a channel to see what customers are saying by text, without anyone copying and pasting messages between two accounts.