Customer-facing Syntra
The customer-facing side of Syntra handles enquiries, takes bookings, captures leads, and sends materials — across your website, your phone number, and customer-facing Telegram. It runs 24/7 with no manual input needed.
This page covers everything specific to the customer-facing side. For the staff-side assistant, see Internal Assistant. For shared concepts (knowledge base, conversations log, usage and costs, the tools page), see the Syntra AI overview.
What Customers Can Do
Through the chat widget, voice phone, or customer Telegram bot, customers can:
- Ask questions about your services, pricing, hours, and policies
- Check real-time availability for specific dates and times
- Book an appointment end-to-end with full customer details
- Receive materials — brochures, PDFs, and links from your Materials library, with click tracking
- Request a quote when their need doesn't fit a fixed service price
- Get navigated to a relevant page on your website
- Be escalated to your team when they specifically ask for a person
A typical conversation:
- Customer calls, opens the chat widget, or messages on Telegram
- Syntra greets them warmly and asks how it can help
- Customer asks about a service or wants to book
- Syntra retrieves service details and checks availability
- Syntra confirms all details with the customer
- Syntra creates the booking and provides confirmation
- Customer receives a confirmation email with payment link
Customer-facing Syntra works 24/7 — bookings made overnight or on holidays land in your diary the same as any other.
Identity & Behaviour
Configure how customer-facing Syntra presents itself from Syntra > Widget.
Identity
| Setting | Description |
|---|---|
| Display Name | The name shown to customers (defaults to "Syntra") |
| Identity | A personality description that shapes Syntra's tone — warm, professional, conversational, formal, etc. |
| Model tier | Pick the model that powers responses — balance speed, cost, and depth |
| System Prompt | Custom instructions that shape every response — your business context, escalation rules, things to never say |
Personality
The system prompt governs:
- Greeting style — How Syntra opens conversations
- Tone — Warm, professional, conversational
- Response length — Concise by default, detailed when explaining services
- Business context — Your location, hours, services, policies
- Escalation rules — When to offer a human callback
Anything you'd tell a new front-desk hire on day one belongs in the system prompt.
The Chat Widget
The chat widget embeds on your website so visitors can interact with Syntra directly. Configure from Syntra > Widget.
Appearance
| Setting | Description |
|---|---|
| Position | Bottom-right, Bottom-left, Top-right, or Top-left |
| Theme | Light or Dark |
| Brand Colour | Custom hex colour for the widget |
| Main Label | Header text (e.g., "Chat with us") |
| Empty Chat Message | Shown before conversation starts |
| Header Logo | Custom logo URL and link |
| Button Icon | Custom floating-button icon URL |
Voice in the widget
Customers can also speak to Syntra directly inside the widget — the same conversation, but voice-enabled.
| Setting | Description |
|---|---|
| Enable Voice | Toggle voice on/off |
| Voice | The voice used for spoken responses |
| Voice Model Tier | Controls which tools voice Syntra can use (some tools are too complex for the smallest tier) |
| Speech-to-Text | Enable voice input transcription |
| Voice Config | Accent, gender, age, stability, similarity |
Suggestion Buttons
Add quick-action buttons in the widget (e.g., "Book Appointment", "View Services"). Tapping one starts a guided conversation around that intent.
Consent & Terms
| Setting | Description |
|---|---|
| Require Consent | Show a consent modal before starting the chat |
| Terms Content | Custom terms text displayed in the modal |
Session Tracking
The widget automatically tracks:
- Session ID — Identifies the current browser session
- Visitor ID — Persistent identifier across visits
- Message count — Total messages exchanged
- Duration — Conversation length
- Booking detection — Whether a booking was created
Voice Phone Calls
Customers can dial a dedicated phone number to speak with Syntra directly.
How a call works
- Customer dials your booking number
- Syntra answers and greets them
- Conversation proceeds naturally — Syntra can check services, availability, and create bookings
- The call is transcribed and recorded for your records
- If a booking is made, confirmation is sent immediately
What's captured
Each voice call records:
- Full transcript of the conversation
- Syntra's auto-generated summary
- Call duration
- Whether a booking was created
- Customer information collected
- Consent status
Voice phone calls show up in the Conversations dashboard alongside chat threads — same UI, with voice icons and transcripts.
Customer Telegram Bot
Set up a Telegram bot that customers can message — useful for businesses where Telegram is the primary channel (common in Eastern Europe, Middle East, parts of Asia and Latin America).
Navigate to Syntra > Channel Bot and use the Customer Bot tab.
Setup
- Create a bot with BotFather on Telegram and copy the bot token
- Paste the token into the Customer Bot settings
- Configure the welcome message and behaviour
- Toggle Enable on
Settings
| Setting | Description |
|---|---|
| Bot Token | Pasted from BotFather |
| Welcome Message | First message customers see when they start the chat |
| Business Hours | Respect business hours toggle |
| After-Hours Mode | Operate normally / Inform and help / Collect only (leads) |
| Show Contact Info | Display phone/email to customers |
| Alert Admin Bot | Notify staff in the internal Telegram when a customer messages |
| Collect Messages | Store conversation history for review |
| Remember Customers | Track repeat visitors across sessions |
The customer bot uses the same customer-facing tools and system prompt as the chat widget — it's the same Syntra, just on a different channel.
Chat Triggers
Open the chat widget proactively with a contextual greeting based on what a visitor is doing on your site. Configure from Syntra > Triggers.
Creating a Trigger
| Field | Description |
|---|---|
| Name | Trigger identifier (e.g., "Pricing page greeting") |
| Trigger Type | URL Match or Element Click |
| Match Value | URL pattern (contains, exact, starts with, regex) or CSS selector |
| Initial Prompt | Context instruction guiding Syntra's first response |
| Initial Message | Optional fixed greeting — if empty, Syntra generates one from the prompt |
| Delay | Seconds to wait before opening the chat (0 = instant) |
| Priority | Lower number = higher priority (first matching trigger fires) |
Fire Frequency
| Option | Description |
|---|---|
| Every Time | Fires on every page visit |
| Once Per Session | Fires once per browser session |
| Once Per Visitor | Fires once ever for that visitor |
Triggers are evaluated in priority order. Enable or disable triggers without deleting them.
Examples
- Pricing page — "I see you're checking out our pricing. Want me to walk you through what fits your situation?"
- Booking page — "Looking to book? I can find a slot for you in seconds."
- Returning visitor — "Welcome back! Did you want to pick up where we left off?"
- Element click — Trigger on click of a "Get a Quote" button to start a guided quote conversation
Embedding the Widget
Three integration methods are available — pick whichever matches your stack. Open Syntra > Embed to copy a ready-made snippet pre-filled with your unique widget key.
Script Tag (Recommended)
Async-loads a lightweight widget. Works anywhere — plain HTML, WordPress, Shopify, Webflow, Wix, anywhere you can paste a script tag.
React / Next.js
A component-based integration with props and callbacks (onConversationStart, onBookingComplete). Use when you want to react to conversation events from your app.
iFrame
A self-contained embed with explicit microphone permissions. Use when stricter Content-Security-Policy settings prevent the script tag from loading.
Always copy the embed snippet from your dashboard rather than reusing one from elsewhere. The snippet ties directly to the configuration you've set (theme, voice, lead capture, consent rules) and uses the correct loader for your account.
Lead Capture
Customer-facing Syntra automatically captures lead details from conversations. Configure from Syntra > Widget > Lead Capture.
| Setting | Description |
|---|---|
| Enabled | Toggle lead capture on/off |
| Abandonment Timeout | Minutes before treating a conversation as abandoned |
| Notify on Abandonment | Email staff when a visitor leaves without completing |
| Notify on Capture | Email staff when a new lead is captured |
| Quiet Period | Minutes before capturing the same visitor again (avoids duplicate leads from rapid re-engagement) |
| Notification Emails | Add recipient email addresses |
Leads captured by Syntra appear in CRM > Leads with full conversation context — the chat transcript, urgency, and temperature scoring all carry across so your team knows exactly how to follow up.