Answer the repeat questions. Keep the hard ones human.

The AI agent takes the questions you answer every day, from your own content. Everything else reaches the right person with the whole chat attached.

Can I return it if the fit’s wrong?18:02

Yes, within 14 days of delivery, and we’ll pick it up from your door. Want me to start a return?18:02

returns-policy.pdf · section 2

01The route

AskAnswerEscalateResolve

01
Repeat questions answered
The AI agent takes the everyday questions, day and night, from your own content.
02
Consistent answers
Canned replies, with buttons and lists, keep the whole team saying the same thing.
03
Right person, full history
Tag a chat and it reaches the right person with the conversation attached.
04
Lookups mid-chat
A flow can call your own system to fetch an order or a booking.

02Deflection

Who answers what.

The agent and your canned replies take the repetitive questions. People get the ones that need judgement.

62%21%17%

The AI agent
“Where is my order?”
Looked up in your system with an API step, day or night.
A canned reply
“What are your delivery charges?”
One keystroke for the agent, the same answer every time.
A person
“The size is wrong and I need it by Friday.”
Assigned with the full history, so nothing is repeated.

Illustrative mix. Yours depends on what you sell.

03Plays

WhenThe customer sends an order number

Order #4821 left our warehouse today and arrives on Thursday.

An API request step looks the order up in your own system.

WhenA question about returns

You can return it within 14 days. Shall I book a pickup?

The agent answers from your returns policy and starts the return.

WhenAnything outside the agent’s brief

I’m passing you to Riya, who can sort this out now.

The chat is assigned with its history, so the customer repeats nothing.

04Runs on

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