During the October 2025 monthly marketing review, AHS expressed interest in adding a live chat feature to their website. The conversation surfaced specific UX preferences, a prior negative experience with Facebook Messenger, concerns about AI accuracy in a regulated industry, and two alternative platforms to evaluate. This is currently classified as a want, not a need — training event attendance is the higher priority — but research is ongoing.
See also: [1] | [2]
AHS previously used Facebook Messenger as the chat backend. It was abandoned due to high spam volume — the majority of incoming Messenger notifications were Facebook account-flagging messages and irrelevant spam, making it impractical to monitor for genuine leads.
"I'm going to tend to ignore it… I'm not looking at it the second it comes in, because it's probably that." — Gina Richardson
Facebook Messenger should remain an option only if spam filtering can be meaningfully addressed; otherwise, deprioritize.
AHS already uses basic keyword-triggered auto-responses in Facebook Messenger (e.g., answering "how much does testing cost?"). They are open to AI-assisted responses but have a firm requirement:
All AI-generated answers must be vetted for factual accuracy before deployment.
The concern is specific to their industry: asbestos regulations vary by state, and incorrect information (e.g., stating vermiculite contains asbestos when that is only true under Wisconsin law) could constitute misinformation or create liability.
"There's so much misinformation out there in the world about asbestos… I would only do it without the questions being a question that I get all the time and then me writing the answer." — Gina Richardson
Recommended approach: Use a curated FAQ model where AHS pre-approves each Q&A pair rather than a general-purpose LLM responding freely.
As of the October 28 meeting, this initiative is explicitly lower priority than filling the November 19 Madison training and December 11–12 Kalahari training. Do not propose implementation until training email campaigns are resolved.
"Those are wants, not needs… Getting those training goals is the priority right now." — Sebastian Gant