UpdatedAug 18, 2026

Public-site Q&A with a human handoff

Put the same assistant on your public site. Visitors get answers from your materials first; if that is not enough, they reach a human seat or submit a ticket.

Source docs/en/site/website-qa-human-cs.md

In user language: for teams that receive visitors on a public site, campaign page, or help centre. Hang your team’s own assistant on any website: visitors get answers from materials you maintain first; if that is not enough, they reach a seat in this workspace or submit a ticket. The public site and internal systems use the same assistant — you do not need a separate customer-service product.
For the user-facing product notes, see [docs/产品介绍.md](/docs/product-intro); for how to turn on and take human customer service, see [help/product-features/human-customer-service.md](/docs/help-human-cs); for how website colleagues paste the script, see [sdk/host-embed/网站集成说明.md](/docs/sdk-host-site).

Date: 2026-08-18

The takeaway (read this first)

“Paste a script on any site and you get Q&A; if it cannot answer, hand off to a human” is easy to understand: visitors need not register, they can ask from the lower-right corner; the team need not buy another live-chat product.

It fits as a second-layer selling point, not as the whole of Cadau. Many products on the market say the same sentence. What Cadau actually stacks is:

Answers come from policy you maintain, not generic web wording;
A poor answer hands off to a seat or support group in this workspace, not another chat window;
The same assistant can hang on a public site and embed in HR or OA to keep getting work done.

In one sentence: auto-answer from your materials first; if that is not enough, hand off to a seat — the public site and internal systems use the same assistant.

flowchart LR
  V["Site visitor"] --> Q["Ask the assistant first"]
  Q --> K["Answer from your materials"]
  K --> H{"Is it clear?"}
  H -->|"yes"| D["The visitor gets an answer"]
  H -->|"no"| C["Human handoff or submit a ticket"]
  C --> S["A seat takes it on the support queue"]

Who this is for, and what it solves

The typical need is not “another chatbot”, but:

On a public site or campaign page, visitors keep asking about price, how to enable, policy, after-sales entry;
The help centre has many articles, and people still want one sentence to reach the answer;
During business hours someone is on duty; at night you only want to leave a ticket, not pretend you are “always online”.

For visitors: no register, no switching to another site to retell the background. For the team: the metric lives in the knowledge base; change it in one place, and the public site and internal assistants catch up together.

How it differs from “buy another live-chat product”

Heard alone, “site widget + human handoff” easily collides with common support tools. The difference is where the materials come from, where the human is reached, and where else the assistant can appear.

What the visitor or team runs into	A common support widget	Cadau
Asking policy, price, how to enable	Relies on a script library or page scrape	Answers from materials you maintain in the workspace / agent
Not enough	Hands off to another support conversation	Tap Human customer service; a seat or support group in this workspace takes it on the support queue
Nobody is on duty	Often still shows “online”	Only Submit a ticket remains
Internal colleagues also ask the same policy	Configure another internal bot	The same agent can also embed in the system where work is already happening

How to embed in an internal system while people stay signed in there is another article: Embedding Cadau in Chuansoft. That one is for business-system leads; this article only covers the public-site path.

What visitors see on the site

The assistant appears at the entry you picked when copying the script: a corner button only, a greeting the first time they come, or the conversation already open when the page loads. Theme can follow the site’s light / dark.
They ask directly. The assistant answers from knowledge hung on that agent.
When the agent has human customer service on, and someone is on duty, they can tap Human customer service, briefly describe, then submit.
When nobody is on duty, only Submit a ticket remains; it does not pretend someone is there.
After a seat takes it, they handle it in Cadau’s support queue; when a group takes another customer’s ticket, they need not switch the top-bar workspace.

An agent that has not turned on human customer service will not show that button in the widget.

How the team sets it up

Colleagues who do not write code can prepare the assistant first, then hand a script to website colleagues.

1. Prepare the metric you will say in public

In the matching workspace, maintain the knowledge base (policy, price notes, how to enable, after-sales entry). What can be said in public goes in the workspace or that agent’s layer; personal notes do not go into public answers.

After you edit materials, refresh the index so the assistant uses the latest content.

2. Generate the website embed

Open My agents, go into Manage for the assistant that will serve the public, and open Website embed:

Generate a token, tap Copy embed script (it must include the cross-origin marks needed);
Hand the whole script to website colleagues to paste on the public site or help page;
If the token leaks, revoke it and issue a new one; you need not change knowledge or build another assistant.

The repo has a static comparison site: examples/cadau-embed-site/. After you paste a real script, preview with an ordinary local web page to see the lower-right assistant. Do not open a local file directly (the browser will block cross-origin).

Do not commit pages that carry a real token to a public repo. When you hand integration details to website colleagues, Website integration notes is enough.

3. Turn on human customer service

Still in that agent’s Human customer service section:

Tick Turn on human customer service;
Name support colleagues in this workspace, or authorize an existing support group;
Seats enter the workbench from Support in the top bar: Human customer service shows only when someone is on duty; when nobody is on duty, only tickets remain.

A support group can serve several customer workspaces: authorization only lets members do support; it does not add them as customer members, and they cannot see the customer’s knowledge documents. Step-by-step: Human customer service.

When you should not rely on this path alone

Visitors must see different data by signed-in identity (their own file, their department’s headcount) — embed in the business system, not a public-site widget.
What you want is “one sentence to drive any software” — that is not this capability, and you should not promise it in public.
Nobody is maintaining the materials — hanging it up will only give vague answers, and a human handoff will be asked through immediately.

Have a metric you can say in public first, then hang it on the site; when an internal work page needs identity and permissions, then join a system embed.