Anglesey Adventures runs outdoor activity sessions on the Isle of Anglesey. Kayaking, coasteering, paddle boarding, and more. In season, enquiries come in constantly. Questions about age limits, prices, what to bring, how groups work, whether they cater for school trips.
Most of them are the same questions, asked slightly differently, at all hours.
Lynn, who runs the business, was spending a significant chunk of her working day answering them. By email. Via the website. Sometimes both.
What we built
We trained a single Ai agent, Ali, on everything about the business. Every activity. Every price. Age restrictions and health and safety requirements. How groups work. What to bring. The full range of FAQs. The cancellation policy. All of it.
Ali handles two channels simultaneously. She's the chatbot on the Anglesey Adventures website, answering questions from visitors in real time. She's also the email responder behind [email protected], reading incoming enquiries and replying in the business's voice.
Same knowledge base. Same rules. Two channels covered.
The part that matters most
Getting an Ai to reply is easy. Getting it to stay silent at the right times is the hard part.
Ali has a clear list of things she won't touch. Complaints. Refund requests. Anything involving medical conditions or accessibility needs. Legal correspondence. Custom group quotes that need human judgement. On these, the workflow ends without a reply and Lynn handles it personally.
For everything else — a family asking about coasteering options, someone checking prices for a birthday group, a new customer wondering what to bring — Ali replies within minutes, accurately, in the team's voice.
Getting an Ai to reply is easy. Getting it to stay silent at the right times is the hard part.
How Lynn controls it
There's a three-state switch in Lynn's website dashboard: off, sandbox, and on. Off means Ali is silent. Sandbox means Ali drafts replies but only sends them to test messages, so Lynn can review before anything goes to real customers. On means it runs in full.
She moved to live mode after two days of sandbox testing.
The first real reply
The first customer enquiry Ali handled live was a parent asking about coasteering for a 13-year-old. Adventure Coasteering has a 14-year minimum. Ali identified this, explained it clearly, suggested two alternatives with accurate prices, included the specific booking links for each, and signed off as the team.
The customer replied to book.
One knowledge base. Not two systems.
When a price changes, it changes in one place and both channels reflect it immediately. When a new activity is added, Ali knows about it on the website and in the inbox.
Most businesses that want chat and email handled end up building two separate things that drift apart. A chatbot trained on one version of the information. An email template built from another. Neither quite right. Both needing separate maintenance.
This doesn't work that way. One source of truth. Everything downstream follows it.
Could this work for your business?
If you're handling the same enquiries over and over across different channels, there's a version of this that fits. Get in touch and we'll tell you honestly whether it makes sense.
Get in touch