Ai Agents & chat Bots

Ai Agents

A member of staff who knows your business inside out, and never clocks off

An Ai Agent is not a chatbot with a script and three canned answers. It is trained on your business specifically: your services, your prices, what your fixed fee includes, your opening hours, the way you speak to clients and the questions your team gets asked every single week. It answers on every channel you use, at any hour, and it gets sharper the longer it runs because every real conversation it has can be reviewed and fed straight back into its training.

What it is trained on

  • Your website, page by page, including every service page and every price
  • What each of your fees actually covers, and what it does not
  • Your own documents, guides, terms and FAQ sheets, uploaded straight in
  • The questions your team answers on the phone every week, written out properly
  • Which services you handle yourself and which ones you refer out
  • Your opening hours, your offices and which adviser covers what
  • Your booking rules, so it never offers a slot you would not have worked
  • Your tone, your sign off, and the things you never want said in your name
  • Real conversations it has already had, once you have reviewed them
  • Where the line sits between explaining something and advising on it

Where it works, around the clock

  • Live chat on your website, replying while the visitor is still reading the page
  • Two way SMS, sent from your own sender name
  • WhatsApp, which is where a lot of clients reply when nothing else gets an answer
  • Facebook Messenger and Instagram direct messages
  • Google Business Profile messages, straight off your search listing
  • Email, on your own authenticated domain
  • Inbound calls out of hours, answered in a voice rather than ringing out
  • Missed calls during the day, texted back within seconds of the line dropping
  • Every channel writing to one contact record, so nobody is asked twice
  • Every word logged, so you can read exactly what was said in your name
YOUR FIRM AGENT Always on TRAINED ON Your website, every service page and price Your fee schedule and what it includes Your guides, terms and FAQ documents Your opening hours, offices and advisers Last week's conversations, once reviewed ANSWERS ON Web chat SMS WhatsApp Messenger Instagram Email Google Phone LAST NIGHT, AFTER YOU WENT HOME 23 Conversations 6 Booked in 2 Passed to you 0 Staff awake ALL OF IT BETWEEN 6PM AND 8AM In your name, on your domain, in your diary

This is not a bolt on you pay extra for. The agents are part of the same platform your Wills, LPA, Executor Toolbox and probate journeys already run inside. That is what makes them worth having: the agent is not guessing at a stranger from a form. It can see that this person started a Will eleven days ago, stopped at the executors, has already paid, and asked about guardians last time. So it picks up where the client left off instead of starting the conversation again from nothing.

White-label

It is your agent, and it only ever says your name

This is the part most firms get wrong when they buy an off the shelf chatbot. The client can tell it belongs to somebody else, because the widget is branded, the link redirects and the email comes from a platform they have never heard of. Ours does not. The chat sits on your domain, the texts come from your sender name, the calls ring your number and the emails leave your authenticated domain. As far as your client is concerned, they are talking to your firm, because they are.

YOUR FIRM Online · 21:43 Are you open tomorrow? Yes, nine until five. I can book you in now. Yes please Sarah has Thursday at 10:30. Booking it. BOOKED · THU 10:30 It checked the diary first CHAT ON yourfirm.co.uk TEXTS FROM YOURFIRM WHATSAPP FROM Your business number EMAIL FROM [email protected] CALLS TO Your own number IT NEVER MENTIONS US. IT ONLY MENTIONS YOU.

Your name on every reply

The chat widget carries your logo and colours, the texts show your sender name, the emails leave your authenticated domain and the calls ring your number. No third party branding and no redirects to somebody else's site.

Your material, your answers

You decide what goes into its training and what comes back out. Your prices, your process, your wording. If you change a fee on Monday morning, the answer it gives on Monday afternoon changes with it.

Your rules on what it can say

You set the boundaries. What it will discuss, what it must never quote, when it has to stop and fetch a person, and whether it runs on its own or drafts every reply for one of your team to approve before it sends.

Your diary, your availability

It books into your real calendar, not a request form. Your working hours, your travel buffers, your minimum notice, your daily cap and your round robin between advisers are all honoured before it offers a single time.

The conversation stays yours

Every message, transcript, call recording and answer the client gave sits on your contact record in your account. We do not read it, market to it or sell anything off the back of it, and you can export the lot.

Live in days, not months

We train the first version from your website and your documents, you read the transcripts from the trial conversations, you correct anything you do not like, and it goes live. Most partners are running inside a week.

A receptionist costs you a salary and covers roughly forty hours a week. An agent covers the other hundred and twenty eight, answers on channels a phone line cannot, and never forgets what it was told. It is included in your partnership, not sold to you as an extra.

HEAR ONE LIVE
The journey

What happens when somebody messages you at twenty to ten at night

Nine stages. Your client does one of them, you do one of them, and the agent does the other seven while your office is dark and every competing firm within thirty miles is on voicemail.

Client does this Runs automatically You do this
1
Client does this

Somebody gets in touch when you are shut

A message on your website chat, a text to your office number, a WhatsApp, an Instagram reply, a question on your Google listing, or a phone call that would otherwise have rung out. It is usually the evening, because that is when people finally sit down and deal with this.

2
Runs automatically

It answers in seconds, on the channel they used

Not an automated reply saying somebody will be in touch during office hours, which is the point at which most people go and message the next firm on the list. A real answer to the actual question, in your firm's voice, while they are still sat there with their phone in their hand.

3
Runs automatically

The answer comes from your material, not from the internet

What a mirror Will costs at your firm. What your fixed fee includes. Whether you handle trusts or refer them. How long an LPA takes to register. Whether they need to come in or can do it from the sofa. It is answering from what you gave it, so the answer is the one you would have given.

4
Runs automatically

It works out what they actually need

Married or not, property or not, children under eighteen, a business, anything abroad, whether a partner is doing one too, and how soon they want it done. The answers are written into the contact record as they are given, so nothing has to be asked twice and nobody is retyping notes on Monday.

5
Runs automatically

It checks your diary before it offers a single time

This is the difference between an agent and a chatbot. It reads your live calendar first, so the times it offers are times you can genuinely work, allowing for your hours, your travel buffers, your notice period, your daily limit and whose turn it is. It never promises a slot you would have to ring back and cancel.

6
Runs automatically

It books, confirms and reminds

The appointment goes into the right adviser's calendar with the notes attached. The confirmation goes out in your name straight away, and the reminders follow the day before and the morning of, which is most of the fix for people not turning up. Reschedule links are in every one of them.

7
Runs automatically

If it is out of its depth, it says so and fetches a person

The handover is one step, not a maze. The agent stops, tells the client a named person is picking it up, tags the conversation and alerts whoever on your team should have it, with the whole transcript attached. During office hours a call can be transferred straight through to a real handset instead.

8
You do this

You pick up a conversation that is already most of the way there

This is the only part that needs you. You open the record and everything is in front of you: what they asked, what was answered, what they told it about the house and the children, where they came from and when they are booked in. You start at the useful part of the conversation rather than at hello.

9
Runs automatically

It keeps going after the ones who went quiet

Most people do not book on the first message and almost nobody finishes a Will in one sitting. The agent follows up across email, text, WhatsApp and a call, remembers the whole conversation rather than starting again, and knows which step of the journey they abandoned so it can talk about that instead of sending a generic nudge.

Guardrails

The clever part is knowing what not to answer

Any tool can be made to sound confident. In a regulated business that is the problem, not the feature. An agent carrying your name has to know exactly where the line sits between explaining how something works and advising a particular person on their own circumstances, and it has to stop dead at that line every single time. Ours is built to hand over rather than have a go.

HOW IT DECIDES A QUESTION ARRIVES 21:43 · WhatsApp · no staff online IT ANSWERS THIS ITSELF What things cost and what your fee includes How the process runs and how long it takes Whether they need to come in, then books them IT HANDS THIS TO A PERSON Anything that is advice on their circumstances Anything sensitive, upset or contentious Anything you have told it never to touch EITHER WAY You can read every word it said. The contact record fills in as it talks It never invents a price or a promise You are told the moment it steps back Answered or handed over, the whole conversation is logged on your own contact record and stays there

What makes it stop and fetch a human

It is advice, not informationThe moment a question stops being how does this work and becomes what should I do in my situation, it stops. Explaining is its job. Advising is yours.
Tax, trusts and anything layeredInheritance tax planning, business property, trust structures, second marriages and blended families all route to a person, however simply the question was worded.
Any sign of vulnerabilityConfusion, capacity concerns, somebody else answering on their behalf, or pressure from a relative. These are yours to judge in person and the agent will not go near them.
A recent bereavementSomeone dealing with a death this week needs a human being, not an efficient reply. It offers a call, hands over and marks the conversation as sensitive.
Anything unhappyA complaint, a chase, a mistake, or just an irritated tone. It does not attempt to smooth it over. It apologises briefly, escalates and tells you within seconds.
A price it has not been givenIf you have not told it what something costs, it says it will find out rather than estimating. It is not allowed to guess at a number that lands in your name.
A file that is already openQuestions about work in progress, a document that has been sent for signing, or a matter with a case reference go to whoever is handling it, not to the agent.
It has missed twiceIf the same question comes back a second time because the first answer did not land, it stops trying. Two attempts, then a person. Nobody gets stuck in a loop.
Anything on your no listYou give it a list of subjects it must never discuss and phrases it must never use. That list is yours to write and you can add to it any day of the week.
They simply ask for a personThe fastest route out is always open. Ask to speak to somebody and it steps aside immediately, without three more questions first.

What happens the second it hands over

The worst handover is the one where the client has to explain everything twice. This one does not.

  1. The agent stops talking and says plainly that a person is picking this up.
  2. The conversation is tagged, the contact is moved, and the whole transcript is attached.
  3. Your team is alerted on the channel they actually read, by text, email or in the app.
  4. In office hours a live call can be put straight through to a real handset instead.
  5. The moment a human replies, the agent stays out of that conversation for good.
  6. If nobody answers inside the window you set, it escalates to the next person on the list.

Why the boundary is the selling point. Firms are right to be nervous about putting an automated system in front of clients, because the risk is not that it fails to answer. It is that it answers something it had no business answering, in your name, in writing, at eleven at night. Every question it refuses is a question that reaches the right person with the context already gathered, which is a better outcome than the one you have now, where that same enquiry sits on voicemail until Tuesday and gets answered by somebody else's firm first.

Training and follow up

It is better this month than it was last month

A new member of staff is worth more in their sixth week than their first, because they have heard the awkward questions and learned how your firm answers them. The agent works the same way. Every question it could not answer is flagged, you tell it the answer once, and it has it forever. Nothing you teach it ever leaves with anybody.

AGENT TRAINING Reviewed weekly, by you Last week · 214 conversations · 9 flagged for you COULD NOT ANSWER "Do you do Wills for farms with land in two counties?" Passed to Sarah at 14:12 · client never noticed ANSWER ADDED "Yes. Agricultural property needs a fixed fee quote, so book a call." QUESTIONS IT COULD NOT ANSWER W1 W2 W3 W4 W5 W6 Week one: 9 Week six: 1 IT NEVER FORGETS AN ANSWER YOU GIVE IT Taught once, used on every channel from then on

If they go quiet, it keeps going without being asked

Almost nobody instructs you from the first message, and almost nobody finishes a Will in one sitting. Every enquiry that does not book, and every half finished application, triggers the same ladder.

Straight away

A real answer goes back on the channel they used, in seconds. A missed call to your office gets a text back before they have finished dialling the next firm on the list.

Chat, social, SMS or missed call
After one hour

An email in your name answering the question they actually asked, with a booking link to your live diary rather than a promise that somebody will be in touch.

Email
After one day

A short text offering two specific times. Short messages get replies that long ones do not, because they can be answered from a bus stop.

SMS
After three days

A WhatsApp message that picks the conversation back up where it stopped, so it can mention the executors they got stuck on rather than sending a generic nudge.

WhatsApp
After a week

A voice call offering to answer their questions or put time in with an adviser, for the people who would far rather talk than type.

Voice
If there is still nothing

It stops. The contact is marked cold and dropped into your reactivation list, so they are worked again in a few months rather than chased forever.

Handed back to you

Trained on your business, not the internet

Your prices, your fixed fee, what you refer out, your opening hours and who the client would be sitting with. It answers from what you gave it, so the answer is the one you would have given.

It gets better every week

Real conversations are reviewed, the gaps are flagged, and the answers you give are written back into what it knows. Six weeks in, it is fielding questions it would have escalated on day one.

It checks your diary before it offers a time

Real slots read from your live calendar, honouring your hours, your travel buffers, your notice period, your daily limit and whose turn it is. It never offers a time you would have to ring back and cancel.

It knows when to stop talking

Explaining what a service covers and how the process runs is fair game. Anything that amounts to advice on this person's circumstances stops and fetches a named human instead.

It sounds like your firm

Your name, your tone, your sign off, on your domain and from your number. You can also run it in draft mode, where it writes the reply and a human presses send.

It works at nine on a Sunday

Which is when people actually think about this, usually the evening after a funeral, a hospital letter, or clearing out a parent's house and swearing never to put their own children through it.

Why the training matters more than the technology. Any firm can switch on a chatbot that answers from a website it has skim read. The value is in the hundred small things only your firm knows: that you do not do contentious probate, that your Thursday afternoons are court, that mirror Wills are one fee not two, that anything with a farm in it needs a quote. Give it those once and it never gets them wrong again, which is more than can be said for a locum on their first week.

Your side of it

What you walk in to on Monday morning

An agent working overnight is only half the value. The other half is that you are told about it properly. Every meaningful thing it does raises an alert to the right person on your team, on the channel they actually read, so you open your laptop to a diary with appointments in it rather than a list of messages to work through.

OvernightSince 6pm
Booked while you were shut21:47

D. Ellington came in on WhatsApp, asked whether they needed a solicitor for mirror Wills, confirmed a property and two children under eighteen, and took Thursday at half ten. Your calendar was checked before that time was offered.

Booked Thu 10:30WhatsAppTo: Sarah
Handed to a human22:14

A widow asking what happens to her late husband's share of the house. The agent stopped, told her James would come back to her first thing, and attached the whole conversation to her record. She has been called at 09:04.

BereavementEscalatedTo: James
A call answered at ten past seven19:10

Your office number would have rung out. It was answered in your name, the caller asked what an LPA costs, got your price, and is booked in for Wednesday. The recording and transcript are on the record if you want to hear it.

Inbound callOut of hoursRecorded
A question it could not answer23:02

Somebody asked whether you handle Wills where there is land in two counties. It said it would find out rather than guess. Answer that once this week and it will never need to ask again.

For trainingTo: You
Your overnight summary07:00

Twenty three conversations, six booked, two passed to a person, one question for training and nine chases sent to people who had gone quiet. One email, waiting for you with your coffee.

Daily digestEmail

How the alerts reach you

Email, SMS, WhatsApp or in app

Choose per alert type. A handover in the middle of the evening can ring through by text while the summary and the training questions stay in email where they belong.

Routed to the right person

Advisers get the qualified enquiries, the front office gets the calls, you get the things the agent could not answer. Nobody wades through alerts that are not theirs.

An escalation window you set

If a handover is not picked up inside your window it moves to the next person, and then to you. A client who was promised a call back does not sit waiting because somebody was on annual leave.

Every word is on your record

Chat, texts, WhatsApp, social messages, emails and call recordings sit on one contact record with the answers the client gave. You can read exactly what was said before you pick the phone up.

Hear one working on a live account

Twenty minutes, screen shared, on a real branded account. Message the agent yourself and watch it answer, ask it something it should refuse, then see it check the diary and book you in. Bring your hardest question.

BOOK YOUR DEMO

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© 2026 - AI Wills is a trading style of ‘Estate Assist Ltd' - Company Number: 14495587 - Registered in England & Wales. Registered Office Address: 10/12 Upper Dicconson Street, Greater Manchester, WN12AD Head Office: Unity House, Westwood Business Park, Greater Manchester, WN3 4HE ICO Registration No: ZB470272