The agent's value depends on you trusting its answers.
It Answers From Your Content
The agent responds using your knowledge base, your policies, and your live data. When an enquiry falls outside what it has grounded information for, it escalates to your team. This is the central guardrail. A confident wrong answer costs more than a two-minute wait for a person.
It Stays Inside Your Scope
The agent handles the enquiry types you've authorised, and takes the actions you've configured. Anything else routes to a person.
You decide what sits on each side of that line. Common choices:
Usually the agent | Usually your team |
Order status, tracking, shipping timelines | Delivery disputes, damaged goods |
Product, feature, and policy questions | Contract negotiation, custom terms |
Billing questions and plan explanations | Cancellations and retention conversations |
Setup and configuration help | Complex technical investigation |
Capturing lead details | Closing a sale |
It Doesn't Oversell
The agent describes what your product does, at the price you charge, under the terms you've set. It doesn't invent capabilities, imply a roadmap, or agree to commitments you haven't authorised.
Where a prospect asks something that needs a commercial judgement — pricing flexibility, contract terms, whether you'll build a feature — the conversation goes to a person.
It Doesn't Handle The Conversations That Need A Person
Some exchanges matter too much to automate. Complaints, cancellations, high-value account relationships, and anything where the customer is already frustrated. We configure these to escalate on sight.
The judgement isn't the agent's to make, and building it that way protects the relationships that carry your revenue.
It Doesn't Take Unauthorised Actions
Refunds, order edits, account changes, and anything that moves money or data happens only where you've explicitly configured it and set the limits. Where it's enabled, we build the conditions with you: value thresholds, eligibility rules, and approval steps.
When It's Wrong
It happens, particularly early. The agent misreads an enquiry, or answers from content that's out of date.
We monitor closely at launch, and under Managed Support we review real conversations continuously. Missed answers get corrected, gaps get written, and the same question doesn't miss twice. Your team can see every conversation the agent has handled, at any time
💬 Still Have Questions?
Need more help? Our team responds to every message within 24 hours. Start a conversation and we'll point you in the right direction.