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
The following features are included in all Clovr service tiers: Starter, Growth, and Scale.
AI Chat Widget — 24/7 Coverage
All tiers
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.
- No manual monitoring required by the Client
- Configured to match the Client's brand tone and terminology
- Deployed and maintained entirely by Clovr
Human Escalation Handling
All tiers
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. Human conversations are drawn from the Client's monthly included allocation.
- Seamless handoff — no customer interruption or restart
- Agent receives full conversation context and customer sentiment summary
- Monthly human conversation allocation defined by service tier
- Overage conversations billed at $9.00 per conversation
Note: Human conversations are handled by Clovr staff, not offshore third-party agents. Clients requiring after-hours human coverage should discuss scheduling with their Clovr contact.
Knowledge Base — Built, Managed, and Updated by Clovr
All tiers
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. The KB is the foundation of AI performance — the more complete and current it is, the lower the escalation rate.
- Initial KB built during implementation using Client-provided information
- Daily review and updates by Clovr based on conversation data
- Escalated conversations reviewed weekly to identify KB gaps
- Any question escalating 3 or more times within a week triggers a new KB article within 48 hours
- Client is responsible for notifying Clovr of any product, pricing, or policy changes with reasonable advance notice
AI Response SLA — Under 30 Seconds
All tiers
Clovr guarantees an AI first-response time of under 30 seconds for all incoming customer conversations during normal platform operation. This SLA applies to AI-handled interactions. Human escalation response times are subject to agent availability and are not covered under this SLA.
QA Testing Prior to Go-Live
All tiers
Before any Client goes live, Clovr conducts a full quality assurance review of the AI configuration, knowledge base, escalation flows, and conversation routing. No system is activated until it has passed internal QA standards.
Dedicated Client Slack Channel
All tiers
Each Client receives a dedicated Slack channel for direct communication with the Clovr team. This channel is for Client-to-Clovr communication only and is not customer-facing. Clients may use this channel to submit KB updates, report issues, ask questions, or request configuration changes.
- Clovr monitors the channel during business hours
- Urgent issues may also be submitted to [email protected]
Basic Data Report
All tiers
All Clients receive a monthly performance report delivered by the 5th business day of the following month. The basic report includes:
- Total AI conversations handled
- Total human conversations handled
- AI resolution rate (% resolved without human involvement)
- Total escalations and escalation rate
- Average AI response time
- Top 10 most common customer inquiry topics
Business Review Calls
All tiers
Clovr conducts regular business review calls with each Client to discuss performance, identify improvement opportunities, and align on upcoming needs.
- Starter tier: quarterly review calls
- Growth and Scale tiers: monthly review calls
- Calls include review of data report, KB health, escalation trends, and roadmap items
- 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
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. SMS conversations count against the Client's monthly AI conversation allocation.
- A2P SMS registration completed during implementation (required for compliance)
- Supports two-way SMS conversations — customers can reply and continue the thread
- Same AI resolution quality as web chat
- SMS overage conversations billed at the standard AI overage rate
Note: A2P (Application-to-Person) SMS registration is a carrier-required compliance process in the United States. Clovr manages this process on behalf of the Client during implementation. Registration typically adds 3–5 business days to the implementation timeline.
Enriched Data Report
Growth + Scale
In addition to the basic report, Growth and Scale Clients receive an enriched monthly data report that goes beyond surface metrics to identify root causes of support volume and opportunities for improvement.
- Topic clustering — groups similar questions to reveal systemic issues
- Escalation reason breakdown — categorizes why escalations occurred (KB gap, complex issue, customer preference, etc.)
- Volume trend analysis — week-over-week and month-over-month patterns
- KB health score — identifies articles that are underperforming or outdated
- Recommended KB updates and flow improvements based on conversation data
Resolution Rate Dashboard
Growth + Scale
Growth and Scale Clients have access to a live web-based dashboard showing real-time and historical performance data. The dashboard is accessible 24/7 via a secure Client login and is updated continuously as conversations occur.
- Real-time AI resolution rate
- Live conversation volume by channel (chat, SMS)
- Escalation rate trend over rolling 30 and 90 day windows
- Top inquiry categories updated daily
- Human conversation usage vs. monthly allocation
CSAT Automation
Growth + Scale
After each resolved conversation, Clovr automatically sends a customer satisfaction (CSAT) survey to the customer via the same channel the conversation occurred on. Results are compiled and displayed in the Client dashboard and included in the monthly data report.
- Survey sent automatically within 5 minutes of conversation close
- Simple 1–5 star rating with optional open text response
- Results visible in the resolution rate dashboard in real time
- Monthly CSAT trend included in the enriched data report
- Low CSAT scores (1–2 stars) flagged for Clovr review within 24 hours
Multi-Language Support
Growth + Scale
The Clovr AI automatically detects the language a customer is writing in and responds in that language. This feature requires no configuration changes by the Client and applies to all channels included in the Client's tier.
- Language detection is automatic — no customer action required
- Supported across web chat and SMS channels
- KB content is translated and maintained by Clovr for supported languages
- Escalation to a human agent is available regardless of language — Clovr will notify the Client if a language requires specialist handling
Note: Multi-language support covers the primary languages detected in the Client's customer base. Clients with highly specialized language requirements should discuss specifics during onboarding.
3 Scale-Exclusive Features
The following features are available on the Scale tier only.
AI Voice Support
Scale only
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. Voice conversations count against the Client's monthly AI conversation allocation.
- Inbound call handling with natural language voice AI
- Full conversation transcript generated and stored for every call
- Seamless transfer to human agent with full context passed
- Call routing rules configured during implementation
Proactive Outreach Flows
Scale only
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 flips the support model from reactive to proactive — resolving potential issues before they become support tickets.
Supported trigger events
- Post-purchase — AI checks in after a transaction to confirm delivery expectations, answer product questions, and offer setup assistance
- Post-appointment — AI follows up after a service appointment to confirm satisfaction and address any outstanding questions
- Post-onboarding — AI checks in with new customers after account creation or product activation to ensure a successful start
How it works
- Trigger events and outreach timing are defined during implementation in collaboration with the Client
- Outreach is delivered via the Client's active channels (chat, SMS, or voice)
- Customer responses are handled by the AI using the same KB and escalation logic as inbound support
- Proactive conversation outcomes are tracked separately in the dashboard
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
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 manual data entry and ensures the Client's sales and account management teams always have full visibility into customer support history.
- Every AI and human conversation automatically logged in the CRM
- Customer record updated with conversation summary, resolution status, and CSAT score
- Supported CRM platforms assessed during implementation — contact Clovr for current integrations
- Integration configured and tested as part of the implementation process
Executive ROI Dashboard
Scale only
Scale Clients have access to a dedicated executive-level dashboard designed for business owners, CFOs, and leadership teams who need to quantify the financial return of their Clovr investment. While the resolution rate dashboard tracks operational performance, the ROI dashboard translates that performance into dollar value.
What the dashboard shows
- Monthly savings vs. equivalent internal hire cost — calculated automatically based on conversation volume
- Cumulative savings since go-live — a running total that grows every month
- Cost per resolution — total monthly cost divided by total conversations handled, showing efficiency improving over time
- AI resolution rate trend — demonstrates the AI getting smarter month over month
- CSAT trend — connects customer satisfaction to retention value
- Volume handled vs. estimated internal capacity — shows what would have been required without Clovr
How it is used: The ROI dashboard is updated monthly following the close of each billing period. It is designed to be shared directly with boards, partners, or investors as a standalone performance document. Scale Clients may also request a formatted PDF export for quarterly business reviews.
Priority Escalation Routing
Scale only
Scale Client escalations are routed with priority status, meaning they are addressed before escalations from lower-tier accounts. This ensures that Scale Clients with higher conversation volumes receive consistent human response times even during peak periods.
4 Available Add-Ons
The following add-ons are available to any Client on any tier. Add-ons are billed monthly alongside the standard service fee.
Multi-Location or Multi-Brand
Clients operating multiple business locations or brands may add additional instances to their account. Each additional location or brand receives its own AI configuration, KB, and conversation allocation.
- Starter and Growth tiers: $400 per additional location per month
- Scale tier pricing: contact Clovr for volume pricing
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 continuous customer interaction, regardless of the number of messages exchanged, the channel used, or whether it was resolved by AI, escalated to a human, or both. A conversation that begins on AI and is escalated to a human counts as one conversation drawn from the human allocation.
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.
Overages
Overage charges apply when a Client exceeds their monthly included conversation allocations. Clovr will issue an alert when a Client reaches 80% of their monthly human conversation allocation. Overage charges are calculated at the end of each billing month and added to the following month's invoice.
- AI conversation overages: no charge
- Human conversation overages: $9.00 per conversation
- SMS conversation overages: billed at the AI overage rate (no charge)
Questions
For questions about features, integrations, or service tiers, contact the Clovr team at
[email protected] or through your dedicated Client Slack channel.