G2

Tzlil S.

Product manager

Small-Business (50 or fewer emp.)

10/21/2026

"We recovered sales opportunities that were getting lost in our support chat"

5/5

What do you like best about knock-ai?

What I like most is that Knock AI helps distinguish people who need customer support from people who are actually interested in buying. Not every person who starts a conversation on your website belongs in the same workflow, and treating every inquiry the same can mean sales opportunities get overlooked. Knock can use buyer intent and qualification criteria to determine where a conversation should go, helping route potential buyers toward sales while keeping support requests with the appropriate team. I also like that the conversation can carry useful context forward, rather than making the sales team start from scratch after the handoff. Review collected by and hosted on G2.com.

What do you dislike about knock-ai?

The routing logic needs to be thought through carefully. We need to define what qualifies as a sales opportunity and make sure support requests, sales inquiries, and other conversations are handled appropriately. Getting those rules right takes some initial configuration and refinement. Review collected by and hosted on G2.com.

What problems is knock-ai solving and how is that benefiting you?

One problem that's easy to underestimate is how many potential sales opportunities can get buried in conversations that aren't managed by the sales team. Someone might arrive on the website with a question about pricing, implementation, or whether the product fits their needs, but if that conversation enters a support workflow, the sales team may never get a timely opportunity to engage.

That's the kind of gap Knock AI is designed to address. It helps identify the intent behind a conversation and route it according to the appropriate criteria, so genuine buying inquiries can reach sales instead of being treated like ordinary support tickets. With CRM context and conversation details available to the team, the handoff can also be more useful than simply forwarding a name and email address.

The business value is that we're not relying only on new leads coming through demo forms. We can also pay attention to buying intent that already exists in conversations happening on our website. That creates an opportunity to respond sooner, reduce the chances of qualified inquiries falling through the cracks, and give sales a better chance to turn existing demand into pipeline.

For me, the important part is that this isn't just about handling chats faster. It's about making sure a potential customer reaches the right team while they're still interested in having a sales conversation. Review collected by and hosted on G2.com.