Someone opens the chat on your website. The agent works out what they need and does one of two things: answers them, or takes their details. It answers from a spreadsheet you own. The setup step creates a workbook with a BusinessInfo tab — a list of questions and the answers you are happy to have quoted back to you. That tab is the only thing the agent may state as fact. If a question is not covered, it says so plainly and offers to have someone come back to them. It will not quote a price, a lead time, an availability or a policy you have not written down, and it will not soften a number it does not have with "around" or "usually". Opening hours work the same way, from an Hours tab you can edit. Weekday rows, specific dates that override them, and days you are closed. Being closed changes what the agent promises about timing — it never changes whether it takes someone's details. When it does take details, it does the whole job in one go: it records the contact in your workbook, emails the right team with the full conversation, and tells the person which team has it and when they will hear back. It asks for a name and one way to reach them, never both if one will do, and never asks again for something they already said. Routing is a short list you fill in at setup: your teams, what each one covers, and the address for each. The agent uses those names and addresses exactly and never invents a team you do not have. Two things worth knowing before you switch it on. It replies from the Gmail account you connect, so use the one your team actually watches. And if you leave the BusinessInfo tab as the examples it ships with, the agent will treat every topic as unanswered and take a contact instead — which is safe, but it means filling that tab in is what makes it useful.