Can the widget live inside our logged-in product?

Yes. Use the React or Next.js snippet, render it once near the root, and list the portal's domain under Allowed domains. The chat opens in an isolated frame and sets no cookies on your site.

Does the agent know which account the customer belongs to?

Not on its own. Chats start anonymous and the JavaScript API has no identity method. A customer can verify their email with a one-time code, which shows on the conversation for your team and pre-fills bookings, and with HubSpot or Salesforce connected the agent can look up the contact by the email the customer gives.

How does a CSM get the escalation?

Every member is emailed when the agent escalates, with the last three messages and an Open conversation button. Assign the conversation to the account's CSM in the inbox and they get a second email that opens it; each member can switch escalation emails off on their Profile page.

Can the agent schedule the kickoff call?

Yes, from a connected PepoSmart calendar. Enable the kickoff meeting type, write when to offer it, and the agent offers openings in the customer's timezone and books the one they choose, with the invite and reminders sent by PepoSmart.

How do we keep onboarding docs current?

Website pages are re-fetched weekly, Notion and Google Drive pages sync once a day, and re-uploading a file with the same name replaces it. A Q&A pair fixes a single wrong answer in a minute without touching a page.

Can we tell what new customers get stuck on?

The Analytics page labels each conversation with a one-to-three-word topic from the first message and ranks the most asked over six weeks, with a weekly line for the top three. Escalated conversations in the inbox show the exact questions the agent could not answer.

B2B customer onboarding

Unblock new customers in week one, inside your product

PepoChat sits in your product portal, answers setup questions from your onboarding guides and Help Center the moment they come up, escalates real blockers to the customer success team with the whole conversation attached, and books the next milestone call from the CSM's calendar without an email thread.

It is for B2B onboarding and customer success teams whose new accounts stall on small questions between scheduled check-ins, and who want those questions answered at the point of use rather than in next week's meeting.

Put it in your portal See plans and pricing

Every feature on the free plan · no credit card

Rendered from the widget's own markup with sample data; the conversations are the ones the agent is built for.

How it works

How an onboarding team sets it up

1
Put the onboarding guides in the knowledge base
Import your public docs by sitemap or crawl, upload the onboarding playbook and checklists as PDF or DOCX, or connect the Notion or Google Drive pages your CSMs already maintain so they sync once a day.
2
Publish a Help Center for the portal
Write 'Getting started' and 'Setup' collections as Markdown articles, or import up to 20 pages from your existing docs site as drafts to review. Published articles show on the widget's Help tab and are mirrored into the knowledge base.
3
Install the widget in the portal
Use the React or Next.js snippet and render it once near the root of the app. List the portal's domain under Allowed domains, up to 20 entries, so the widget refuses to start a conversation anywhere else.
4
Route blockers to CSMs
Escalations email every member with the last three messages and a link. Assign the conversation to the account's CSM from its header and they get an email that opens it directly. Connect Jira for bugs and Slack for anything urgent.
5
Connect the calendar for milestone calls
Under Appointments, enable the kickoff, training and check-in meeting types with a note on when to offer each. The agent books from real availability in the customer's timezone and PepoSmart sends the invite and reminders.
6
Watch the topics
The Analytics page labels every conversation with a topic from its first message and ranks the most asked over six weeks. A topic that grows week over week is the next onboarding guide to write.

Plans

What each plan gives an onboarding team

Capability	Free	Starter	Growth
AI replies a month	200, then conversations go to your inbox	2,000, then $10 per 1,000	10,000, then $10 per 1,000
Help Center articles	50	300	300
Knowledge sources	5 (a docs-site crawl counts as one)	Unlimited	Unlimited
Knowledge base text	20 MB	200 MB	1 GB
Team members (CSMs in the inbox)	1	3, extra seats $15 a month	10, extra seats $15 a month
Allowed domains, escalation emails and assignment	Included	Included	Included
Milestone-call booking from a PepoSmart calendar	Included	Included	Included
Jira, Slack, HubSpot and Salesforce actions	Included	Included	Included
Support	Standard	Standard	Priority

Starter is $49 a month and Growth $149, in US dollars; yearly billing is ten months' price. The one paid-only feature is emailing the team about new leads.

Answers at the point of use

A customer configuring an integration at 9 p.m. gets the relevant passage from your onboarding guide, in the portal, without opening a ticket. The agent retrieves from your knowledge base for every reply, streams the answer word by word, and says plainly when the guide does not cover something, offering a person instead of a guess.

Help Center articles do double duty. A customer can read 'Connect your data source' in the Help tab, with a search box and your top four articles on the home screen, or ask the agent and get the same content as an answer. Drafts stay private until you publish.

Suggested questions set the first move: 'How do I invite my team?', 'Where do I find my API key?', 'Book my kickoff call'. Each one starts a conversation with a tap.

Escalation to the right CSM, with context

When a customer is stuck, asks for a person, or the agent cannot help, the conversation turns escalated, the agent stops, and every workspace member gets an email with the visitor's name and email when known and the last three messages. In the inbox the full transcript is already there. Pick the account's CSM under Assigned to and they receive an email with a link that opens the conversation; use the Mine filter as a personal queue and Unassigned to find what nobody has picked up.

Internal notes keep the account context next to the conversation, such as 'Enterprise trial, kickoff on the 14th', without the customer seeing it. Notes are never sent to the widget, never read by the agent and left out of exports.

Bugs found during setup can go to Jira as a Task with the customer's email, and an outage report can post a Slack alert. With HubSpot or Salesforce connected, the agent can find the contact by email and open a ticket or case for the account team.

Milestone calls without the email thread

Kickoff, training and the 30-day check-in each become a meeting type the agent may offer, chosen by the note you write on it. The agent shows a few openings in the customer's timezone, books with their name and email, and PepoSmart assigns the host, creates the meeting link and sends confirmations and reminders. A verified email pre-fills the booking.

Scheduling instructions, up to 2,000 characters, add rules such as 'Only offer training calls to customers who have completed kickoff'. Hosts are named when a type has a single host; collective meetings are described as the full team joining.

Allowed domains keep the agent inside the portal. The widget sets no cookies on your site and runs in its own frame, so it never conflicts with the portal's styles or scripts.

What it does not do for an onboarding team

The widget's JavaScript API has show, hide, destroy and init. There is no method to pass your signed-in user's identity to the agent; a customer verifies their email in the chat instead, and the agent is not told whether they did.
There is no co-browsing, screen sharing or in-product tour. The agent answers and escalates; it does not click through the portal with the customer.
Analytics shows satisfaction votes and topics for the workspace. There is no per-account view and no conversation volume or resolution-rate chart.
Customers cannot check a Jira issue's status from the chat, and the HubSpot and Salesforce lookups read a contact; they do not update account records or health scores.
Visitors get no email when a CSM replies in the inbox; the reply appears when they reopen the chat in the same browser within 24 hours. For a stalled customer, reply by email to the address the agent collected.
Allowed domains deter casual misuse of your Organization ID. The page origin is reported by the browser, so treat the list as a deterrent, not a guarantee.

Customer onboarding: questions teams ask

Can the widget live inside our logged-in product?: Yes. Use the React or Next.js snippet, render it once near the root, and list the portal's domain under Allowed domains. The chat opens in an isolated frame and sets no cookies on your site.
Does the agent know which account the customer belongs to?: Not on its own. Chats start anonymous and the JavaScript API has no identity method. A customer can verify their email with a one-time code, which shows on the conversation for your team and pre-fills bookings, and with HubSpot or Salesforce connected the agent can look up the contact by the email the customer gives.
How does a CSM get the escalation?: Every member is emailed when the agent escalates, with the last three messages and an Open conversation button. Assign the conversation to the account's CSM in the inbox and they get a second email that opens it; each member can switch escalation emails off on their Profile page.
Can the agent schedule the kickoff call?: Yes, from a connected PepoSmart calendar. Enable the kickoff meeting type, write when to offer it, and the agent offers openings in the customer's timezone and books the one they choose, with the invite and reminders sent by PepoSmart.
How do we keep onboarding docs current?: Website pages are re-fetched weekly, Notion and Google Drive pages sync once a day, and re-uploading a file with the same name replaces it. A Q&A pair fixes a single wrong answer in a minute without touching a page.
Can we tell what new customers get stuck on?: The Analytics page labels each conversation with a one-to-three-word topic from the first message and ranks the most asked over six weeks, with a weekly line for the top three. Escalated conversations in the inbox show the exact questions the agent could not answer.

Still unsure? Email [email protected] or talk to us.

More use cases

Unblock week one without a ticket

Paste one script tag, point the agent at your content, and the first conversation resolves itself. Every feature is on the free plan.

Put it in your portal Read the docs

Claims on this page were checked against the product documentation on October 27, 2026.

Unblock new customers in week one, inside your product

How an onboarding team sets it up

Put the onboarding guides in the knowledge base

Publish a Help Center for the portal

Install the widget in the portal

Route blockers to CSMs

Connect the calendar for milestone calls

Watch the topics