Every enquiry that reaches your system runs through the same sequence. The agent works out what's being asked, decides whether it can answer accurately, and either resolves it or hands it to your team with the context attached.
The Sequence
It reads the enquiry. Intent, not keywords. "Hasn't turned up yet" and "where's my parcel" reach the same place.
It gathers context. Who's asking, what they've bought, what they've asked before, what their account or order status is. This pulls live from your CRM or your store.
It searches what it knows. Your knowledge base, help content, policies, and product documentation.
It assesses confidence. The agent answers when it has grounded information to answer from. Where it doesn't, it escalates rather than guesses.
It resolves or escalates. Either the customer gets a complete answer, or a person on your team does — with the conversation, the context, and the customer record already loaded.
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