A chatbot is a program that converses with people in text, typically on a website or messaging app. Early chatbots followed scripted decision trees; modern ones use AI to understand free-form questions.
Used well, a chatbot deflects routine questions, captures leads, and books appointments around the clock, handing off to a human only when needed.
Frontdesk's AI handles chat the same way it handles calls: it answers, qualifies, books, and logs the conversation to the CRM, then escalates to a person when it should.