Cody Convert

A support chatbot that solves it on the spot.

A customer support chatbot answers customers on your website from your own help center, walks them through fixes step by step and hands anything it can’t solve to your team with the details attached. Support teams use Cody Convert to resolve common issues before they turn into tickets.

Get started with Convert Talk to our team

Signals
It notices a customer who’s stuck.
A help-center search for “E4 error”, the same article opened twice, a second visit today. Convert reads the signals you choose and steps in before the customer gives up or files a ticket.
Opener
It opens with the likely fix.
The opener names the problem the customer is reading about and offers what they want next: a walkthrough, a replacement part or a person.
Answers
It solves it from your help center.
Step-by-step fixes from your own articles and manuals, with the sources shown, and a clear next step whether it worked or not.
Escalate
It hands over when it should.
If the fix doesn’t work, Convert collects what your team needs, like the email and the serial number, inside the conversation.
Handoff
Your team starts with the full picture.
The request arrives with what the customer tried, what they read and where they came from, so nobody asks the same questions twice.

E4 error · Kelvin Help Center

kelvinHelp Centere4 errorContact support

Help Center / Troubleshooting / Error codes

E4: The thermostat isn’t getting power

Updated 2 weeks ago · 3 min read

E4 means the thermostat isn’t getting steady power from the C-wire. It usually appears after a new install or a power cut.

How to fix it

Switch off power at the breaker.
Remove the thermostat from its base.

Was this article helpful? YesNo

Walk me through itOrder a replacement partTalk to a person

Still seeing E4? It’s usually a loose C-wire, and I can walk you through the fix in two minutes.

Signals

It notices a customer who’s stuck.

A help-center search for “E4 error”, the same article opened twice, a second visit today. Convert reads the signals you choose and steps in before the customer gives up or files a ticket.

Opener

It opens with the likely fix.

The opener names the problem the customer is reading about and offers what they want next: a walkthrough, a replacement part or a person.

Answers

It solves it from your help center.

Step-by-step fixes from your own articles and manuals, with the sources shown, and a clear next step whether it worked or not.

Escalate

It hands over when it should.

If the fix doesn’t work, Convert collects what your team needs, like the email and the serial number, inside the conversation.

Handoff

Your team starts with the full picture.

The request arrives with what the customer tried, what they read and where they came from, so nobody asks the same questions twice.

In practice

What a customer support chatbot handles

Requests people really make, and what Convert does with each one.

My thermostat shows E4
Answers with a sourceWalks them through the fix from your help center, with the sources
It’s still not working
Hands off to a personCollects email and serial number, then hands over with what they tried
How do I reset it to factory settings?
Answers with a sourceGives the steps from your reset guide
Does it work with a heat pump?
Answers with a sourceAnswers from your compatibility pages, or says they don’t cover it
Is my thermostat still under warranty?
Asks a question firstAsks when they bought it, then answers from the warranty policy
Where do I find the serial number?
Answers with a sourceAnswers from the installation guide
Can I order a replacement part?
Takes the next stepSends them to the part in your store
I want to cancel my subscription
Hands off to a personSends them to the right page or to your team
I want to talk to a person
Hands off to a personCollects their details and opens a request for your team

Behind the conversation

You set the rules. Convert shows what works.

Every opener comes from a rule you control, and every conversation shows you which answers resolve issues and which ones your help center is missing.

Playbook ruleActive

Customer stuck on an error code

When all of these are true

Page	contains	/help/error-codes
Site search	contains	E4
Visitor	is	Returning
Time on page	at least	60 seconds

Then

Opener: Offer the fix for the code they searched
Quick starters: Walk me through it; Order a replacement part; Talk to a person

FrequencyOnce per session

Rules combine signals such as page, site search, return visits and time on page, then decide what Convert says and offers.

InsightsLast 30 days

Help content by click-through

E4 wiring video11.2%
Factory reset guide7.5%
Order a C-wire adapter4.8%

Questions your help center doesn’t answer

Does it work with heat pumps?18
Can I install it without a C-wire?11
How do I move it to a new home?7

Suggested by Convert

Add an article about installing without a C-wire.

See which answers and guides resolve issues, which questions your help center leaves open and what Convert suggests adding.

Setup

How to set up a customer support chatbot

Convert works from your articles, manuals and policies. Most teams start with the error-code and billing pages that send the most tickets.

1
Connect your website
Convert learns the products, pricing and policies on the pages you approve.
2
Set your playbook
Choose when it speaks and what it offers, or approve the rules it suggests.
3
Add one script
Convert goes live on your site and starts making the first move.

Results

Customer support chatbot metrics to track

The numbers that show whether it’s working for this team.

Resolved without a ticket: Conversations that end with the fix and no request.
Handoff rate: Conversations sent to your team, and why.
Time to first answer: Seconds, instead of a place in the queue.
Gaps in your help center: Questions it couldn’t answer, ranked by how often.

FAQ

Customer support chatbot FAQs

Why proactive support instead of a chat button?

Customers stuck on an article often leave without asking. Convert notices signals like repeat searches and a second visit, and offers the fix before they file a ticket or give up.

Where do its answers come from?

From your help center, manuals and policies. Each answer lists its sources, and when your content doesn’t cover a question, Convert says so and offers a person.

What happens when it can’t solve the problem?

It collects what your team needs, like the email and serial number, and sends the request with the whole conversation, so the customer never repeats themselves.

Can we use it for internal IT support too?

For employees, use Cody Assist, which answers from your runbooks in the web app or Slack. See the IT support chatbot.

How is Convert priced?

By engaged conversations: visits where Convert opens and holds a conversation. Growth includes 300 a month, Scale includes 1,000, and Enterprise volume is custom.