Chapter 08

Scale across sites and teams.

After Stand works on one page, the next question is coverage. Which sites should have chat? Which Stand-ins should answer? Which reps should be eligible? How do you keep context specific without creating a support operation?

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Chapter 08 of 11

Field guide

What to learn in this chapter

Scale coverage around meaningful visitor contexts: define site boundaries, specialize Stand-ins only where expertise changes, and preview routing before traffic arrives.

Need an exact capability definition, plan requirement, or limitation? Browse the Feature Reference.

Site strategy

01

Create sites for meaningful context, not just URLs.

A site in Stand is a routing and context boundary. It deserves its own setup when visitors need different facts, different reps, different Stand-ins, or different measurement.

Do not split every path just because you can. Split when the visitor's job changes enough that the Stand-in should behave differently.

Example

Marketing site plus docs site

Situation
The marketing site creates pricing and fit questions. The docs site creates implementation and migration questions.
Move
Use separate site prompts and either separate Stand-ins or site-specialized Stand-ins.
Insight
The same company voice can sit on top of very different visitor jobs.

Example

Agency client portfolio

Situation
An agency wants to offer Stand coverage across several client sites without per-seat overhead.
Move
Register each client site, set client-specific site prompts, and assign the right specialist or account owner.
Insight
Scale is not only more Stand-ins. It is keeping context and ownership clear.

Stand-in specialization

02

Use specialist Stand-ins when the visitor expects expertise.

A generalist Stand-in can cover simple questions. A specialist Stand-in is better when the page has its own domain language, pricing rules, product area, or audience.

When a specialist only belongs on part of a site, select the site in the Stand-in Identity tab and add one Path pattern. Leave it empty for the whole site, use / for the front page, use an exact path such as /pricing, or use /pricing/* for that page and child pages.

Specialization should make the visitor experience clearer. If two Stand-ins would answer the same way, keep one.

Use one general Stand-in whenThe site is small and questions are similar.
Use specialist Stand-ins whenPricing, docs, product, or client pages need different context.
Use one general Stand-in whenOne person owns most follow-up.
Use specialist Stand-ins whenDifferent reps or specialists should own different signals.
Use one general Stand-in whenThe prompt is still short and easy to test.
Use specialist Stand-ins whenThe prompt becomes a pile of exceptions.

Routing visibility

03

Check who would answer before traffic arrives.

The Sites page shows Chat widget status for each site. This is operationally useful: it tells you whether a visitor would reach a live rep, an enabled Stand-in, or nobody useful.

If multiple AI Stand-ins match the same site and path, Stand shows the probability split. In the common two-Stand-in case, the next visitor may be routed 50/50 between the matching Stand-ins. When a human rep is Available, has I chat here checked, and is below their concurrent chat limit, the human match takes priority over Stand-in coverage.

Before adding a new site

  • The site has a clear visitor job.
  • The site prompt explains context that the page alone may not carry.
  • Chat widget status shows at least one eligible rep or Stand-in.
  • If multiple Stand-ins match, the probability split is intentional.
  • If a human should answer, I chat here and availability are set correctly.
  • The greeting fits the page and audience.
  • You know what signal you hope to learn from this site.
SituationYou are Available and I chat here is checked.
Who answersYou can override matching AI Stand-ins for live visitor chats.
What to checkConfirm availability, site preference, and concurrent limit.
SituationYou are unavailable or at your limit.
Who answersEligible AI Stand-ins cover the visitor if Stand-ins are active.
What to checkConfirm the right Stand-ins appear in Chat widget status.
SituationTwo Stand-ins match the site.
Who answersStand can randomly select between them according to the shown probabilities.
What to checkUse specialization if one Stand-in should own the site.
SituationNo rep or Stand-in matches.
Who answersThe site is installed but uncovered.
What to checkCreate a Stand-in for the site or adjust rep site preferences.

Screenshot reading

What Chat widget status tells you

Green light + Installed
The snippet has been detected for the site and the site is enabled.
I chat here
You personally answer this site when you are Available and below your concurrent chat limit.
AI badge
The match is an enabled Stand-in rather than a human rep.
Probability
One eligible Stand-in may show 100%. Two eligible AI Stand-ins can share traffic evenly at 50/50. Path-scoped Stand-ins show their path pattern in the match details.
No matches
Visitors will not have useful coverage until a rep matches the site or a Stand-in is created for it.

Questions

Common reader notes

Can one account run Stand on multiple sites?

Yes. Stand supports unlimited sites across plans, each with its own embed snippet, prompt, and usage stats.

Can a Stand-in specialize in one site?

Yes. AI Stand-ins can be general, scoped to a specific site, or narrowed to one path pattern inside that site.

What does Chat widget status mean?

It shows the reps and Stand-ins that would currently be eligible if a visitor arrived on that site, including the probability split when multiple AI Stand-ins match.

Continue the guide

Build Stand as a learning loop, one chapter at a time.

Previous chapter 07

Turn Chats Into Insights

Review transcripts, reports, labels, and evidence.

Next chapter 09

Make It Feel Like You

Use real identity, avatars, pins, and brand presence.

Try the guide on one real page.

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