This document defines the features and services included in each Clovr service tier. It is incorporated by reference into the Clovr Master Service Agreement (MSA) and forms a binding part of the Client's agreement with Clovr. Clovr reserves the right to update this document with 30 days written notice to the Client. Features are organized below by category. Each feature indicates which service tiers it applies to.
1 Core Platform Features — All Tiers
The following features are included in all Clovr service tiers: Starter, Growth, and Scale.
AI Chat Widget — 24/7 Coverage
All tiers
Your customers get instant answers at any hour — without you staffing a single shift.
Clovr deploys a fully managed AI-powered chat widget on the Client's website or platform. The widget operates 24 hours a day, 7 days a week including weekends and public holidays with no downtime windows. The AI engages customers in real time, answers questions, resolves issues, and routes escalations to a human agent when appropriate. Every interaction is logged, tracked, and available for review.
- No manual monitoring or staffing required by the Client
- Configured to match the Client's brand tone, terminology, and escalation rules
- Fully deployed, hosted, and maintained by Clovr — zero technical lift on the Client's side
- Handles unlimited concurrent conversations — no queue, no wait
Human Escalation Handling
All tiers
When a customer needs a real person, they get one — without losing the context of the conversation.
When the AI determines a conversation requires human involvement — or when a customer explicitly requests it — the conversation is escalated to a Clovr human agent. The full conversation history is passed to the agent so the customer never has to repeat themselves. Every escalated call is recorded, transcribed, and stored so the Client can review any interaction at any time.
- Seamless handoff — no customer interruption, no starting over
- Agent receives full conversation context and customer sentiment summary before picking up
- All escalated conversations recorded and transcribed for Client review
- Monthly human conversation allocation defined by service tier
- Clients notified at 80% of monthly allocation — no surprise overages
Note: Human conversations are handled by Clovr staff, not offshore third-party agents. Clients requiring specific after-hours human coverage should discuss scheduling during onboarding.
Knowledge Base — Built, Managed, and Updated by Clovr
All tiers
The smarter the knowledge base, the fewer escalations — and Clovr owns that work entirely so you don't have to.
Clovr builds and maintains a structured knowledge base (KB) that powers the AI's ability to answer questions accurately and resolve issues without human involvement. This is the single most important driver of AI performance — the more complete and current the KB, the higher the resolution rate and the lower the escalation cost. Clovr treats KB maintenance as an ongoing operational responsibility, not a one-time setup task.
- Initial KB built during implementation using Client-provided information and any existing support material
- Daily review and updates by Clovr based on live conversation data
- Any question escalating 3 or more times within a week triggers a new KB article within 48 hours
- Escalated conversations reviewed weekly to proactively close KB gaps before they become patterns
- Client is responsible for notifying Clovr of any product, pricing, or policy changes with reasonable advance notice so the KB stays current
AI Response SLA — Under 30 Seconds
All tiers
Your customers never wait — a 30-second response guarantee means your brand always looks sharp, even at 2am.
Clovr guarantees an AI first-response time of under 30 seconds for all incoming customer conversations during normal platform operation. In a world where customers expect instant replies, this SLA ensures no lead goes cold and no customer feels ignored. This applies to all AI-handled interactions across all active channels.
Note: Human escalation response times are subject to agent availability and operating hours, and are not covered under this SLA.
QA Testing Prior to Go-Live
All tiers
You go live confident — not guessing — because every flow has been tested before your first customer sees it.
Before any Client goes live, Clovr conducts a full quality assurance review of the AI configuration, knowledge base, escalation flows, and conversation routing. Common questions are tested, edge cases are stress-tested, and escalation handoffs are verified. No system is activated until it has passed Clovr's internal QA standards. This protects the Client's brand from day one.
Dedicated Client Slack Channel
All tiers
Direct access to your Clovr team — no tickets, no waiting, no runaround.
Each Client receives a dedicated Slack channel for direct communication with the Clovr team. This is the fastest way to submit KB updates, flag urgent issues, request configuration changes, or ask questions. Clovr monitors this channel during business hours and treats it as the primary communication line for all Client needs.
- Used for KB update requests, issue reporting, and configuration changes
- Client-to-Clovr only — not customer-facing
- Urgent issues can also be submitted to [email protected]
Basic Monthly Data Report
All tiers
Clear monthly visibility into how your support is performing — so you always know what's working and what's not.
All Clients receive a monthly performance report delivered by the 5th business day of the following month. This report gives every Client a clear, honest view of their support operation without needing to dig through a dashboard. It is designed to be readable by any business owner in under five minutes.
- Total AI conversations handled
- Total human conversations handled
- AI resolution rate — percentage of issues fully resolved without human involvement
- Total escalations and escalation rate month over month
- Average AI response time vs. SLA
- Open, closed-resolved, and closed-unresolved analytics with trend tracking month over month
Business Review Calls
All tiers
A dedicated call every month or quarter where Clovr brings the data, identifies what to improve, and aligns on what's next — so your support operation keeps getting better without you having to manage it.
These are not status update calls. Every business review is a strategic conversation where Clovr connects your support performance directly to what matters most — customer retention, experience quality, and operational efficiency. Clovr comes prepared with your data, a clear read on what's driving escalations, what KB improvements are already underway, and specific recommendations for the next 30 days. Clients consistently report that these calls surface insights they wouldn't have found on their own.
- Starter tier: quarterly review calls
- Growth and Scale tiers: monthly review calls
- Each call covers resolution rate trends, escalation patterns, KB health, and CSAT movement
- Clovr surfaces specific improvements already made and what's being optimized next
- Clients leave each call with clear visibility into how their customer experience is improving over time
- Conducted via video call or phone at the Client's preference
2 Growth & Scale Features
The following features are included in Growth and Scale tiers only.
AI SMS Support
Growth + Scale
Meet your customers where they already are — SMS is the highest-read communication channel in existence, and your AI handles it automatically.
Growth and Scale Clients may engage customers via SMS in addition to web chat. The AI handles SMS conversations using the same knowledge base and escalation logic as the chat widget. Customers can text in, get real answers, and escalate to a human if needed — all through one seamless thread. SMS conversations count against the Client's monthly AI conversation allocation.
- A2P SMS registration completed during implementation — Clovr handles all compliance requirements
- Supports true two-way SMS — customers reply and the conversation continues naturally
- Same KB, same escalation logic, same resolution quality as web chat
- Particularly high-value for appointment-based businesses, e-commerce, and healthcare
Note: A2P (Application-to-Person) SMS registration is a carrier-required compliance process in the United States. Clovr manages this entirely on the Client's behalf. Registration typically adds 3–5 business days to the implementation timeline.
3 Scale-Exclusive Features
The following features are available on the Scale tier only.
AI Voice Support
Scale only
Your phone line never goes unanswered — AI handles inbound calls instantly, resolves what it can, and transfers the rest to a human with full context already in hand.
Scale Clients may engage customers via AI-powered voice in addition to web chat and SMS. The AI handles inbound voice calls, answers questions, resolves issues, and transfers to a human agent when required. Every call is transcribed automatically so there is always a complete record of what was discussed and how it was resolved. Voice conversations count against the Client's monthly AI conversation allocation.
- Inbound call handling with natural language voice AI — customers speak naturally, not through menus
- Full call transcript generated and stored automatically for every call
- Seamless transfer to human agent with full context passed — no cold handoffs
- Call routing rules and greeting configured during implementation to match the Client's brand
Proactive Outreach Flows
Scale only
Stop waiting for problems to arrive — reach out to customers first and resolve issues before they ever contact support.
Rather than waiting for customers to contact support, Clovr configures AI-driven outreach sequences that reach out to customers proactively after defined trigger events. This fundamentally changes the support model from reactive to proactive — catching potential issues before they become complaints, building customer trust, and reducing inbound support volume at the same time.
Supported trigger events
- Post-purchase — AI checks in after a transaction to confirm delivery expectations, answer product questions, and offer setup assistance before frustration sets in
- Post-appointment — AI follows up after a service appointment to confirm satisfaction and address any outstanding questions while the experience is fresh
- Post-onboarding — AI checks in with new customers after account creation or product activation to ensure they get started successfully
How it works
- Trigger events and outreach timing defined during implementation in collaboration with the Client
- Outreach delivered via the Client's active channels — chat, SMS, or voice
- Customer responses handled by the AI using the same KB and escalation logic as inbound support
- Proactive conversation outcomes tracked separately in the dashboard so the Client can measure impact
Note: Proactive outreach flows require integration with the Client's order management, booking, or CRM system to receive trigger data. Integration requirements are assessed during implementation.
CRM Integration
Scale only
Your sales team, account managers, and leadership all see the full customer picture — support history included — so no one is ever caught off guard in a customer conversation.
Scale Clients may connect Clovr to their existing CRM platform so that every support interaction is automatically logged against the relevant customer record. This eliminates the wall between support and sales — a problem that costs businesses relationships and revenue every day. When your sales rep calls a customer to discuss renewal, they can see that the customer had a frustrating support experience three days ago. That context changes everything.
- Every AI and human conversation automatically logged in the CRM — zero manual data entry
- Customer record updated with conversation summary, resolution status, and CSAT score
- Sales team sees full support history before every customer call — no more blind spots or awkward moments
- Account managers alerted when a key customer escalates — enabling proactive outreach before churn happens
- Support topic patterns become visible across the entire team — not just the support function
- Supported CRM platforms assessed during implementation — contact Clovr for current integrations
Priority Escalation Routing
Scale only
Scale Clients with higher conversation volumes always get consistent human response times — even during peak periods.
Scale Client escalations are routed with priority status, meaning they are addressed before escalations from lower-tier accounts. This ensures that the businesses handling the highest support volumes are never left waiting during busy periods, and that their customers consistently experience the response quality that Scale is built to deliver.
4 Available Add-Ons
The following add-ons are available to Clients on any tier. Add-ons are billed monthly alongside the standard service fee.
Enriched Data Report + Live Dashboard
Add-on — All tiers · $497/mo
Real-time operational visibility combined with monthly strategic intelligence — everything you need to understand what's happening now and why it's happening.
The Enriched Data Report + Live Dashboard gives you two layers of intelligence in one add-on. The live dashboard is your always-on operational view — updated in real time so you always know what's happening right now. The enriched monthly report goes deeper, transforming conversation data into strategic insight that tells you why things are happening and exactly where to improve. Together they give you complete visibility from the daily level down to the root cause.
- API Access — connect your own tools, dashboards, or internal systems directly to your Clovr data
Live Dashboard — real-time, always on
- Real-time AI resolution rate — updated continuously as conversations close
- Live conversation volume by channel — chat and SMS tracked separately
- Escalation rate trend over rolling 30 and 90 day windows
- Top inquiry categories updated daily — broad category view (billing, shipping, onboarding, etc.) showing what's trending right now so you can react before a small issue becomes a flood of tickets
- Human conversation usage vs. monthly allocation — know exactly where you stand before hitting the limit
- Accessible 24/7 via secure Client login
Enriched Monthly Report — strategic depth
- Top 20 FAQ report — specific questions ranked by volume over the full month, not categories. "How do I cancel?" was asked 47 times. This is the data you use to update your KB, fix confusing pages, and train the AI — a monthly strategic tool, not a daily alert
- URL tracking insights — data on what questions are being asked and which pages or touchpoints are generating them, so you can fix confusion at the source rather than just responding to it
- Topic clustering — groups similar questions to surface systemic issues rather than treating each ticket individually
- Escalation reason breakdown — categorizes exactly why escalations occurred so patterns become visible and fixable
- Knowledge Base health score — identifies articles that are underperforming, outdated, or missing so the AI keeps improving
- Recommended KB updates and flow improvements based on actual conversation data — not guesswork
5 General Terms Relating to Features
Feature Updates
Clovr may add, modify, or discontinue features with 30 days written notice to the Client. Features will not be removed from a Client's active tier without notice and without Clovr offering a comparable alternative or a pricing adjustment.
Conversation Definition
A conversation is defined as a single customer interaction from first message to resolution, regardless of the number of messages exchanged or the channel used. AI conversations are interactions handled and resolved entirely by the Clovr AI assistant and draw from the monthly AI conversation allocation. Human conversations are interactions that involve a Clovr human agent at any point — whether escalated from AI or initiated directly — and draw from the monthly human conversation allocation. A single interaction that begins with AI and escalates to a human agent draws from the human allocation only.
Data and Privacy
All customer conversation data processed through the Clovr platform is handled in accordance with the data terms outlined in the Master Service Agreement. Clovr does not sell or share Client customer data with third parties. Upon termination of the MSA, all Client data is permanently deleted within 30 days following the data export window.
Service Availability
Clovr targets 99.5% uptime for AI chat and SMS services. Scheduled maintenance windows are communicated to Clients via the dedicated Slack channel with a minimum of 48 hours notice where possible. Unplanned outages are communicated as soon as practicable.
Conversation Allocation & Overages
Clovr monitors monthly conversation usage for all Clients. When a Client reaches 80% of their monthly human conversation allocation, Clovr will issue a proactive alert so there are no surprises. Clients approaching or exceeding their allocation will be contacted to discuss options, which may include adjusting usage or upgrading to a higher tier. Overage terms are available upon request.
Questions
For questions about features, integrations, or service tiers, contact the Clovr team at
[email protected] or through your dedicated Client Slack channel.