Solution
Support inbox & voice agents
Triage, draft and route customer messages and calls, escalating the ones that need a person.
The situation
The same questions arrive all day and the urgent ones are hidden among them. Response time depends on who happens to be looking.
What the system takes over
- Classifying incoming email, chat and SMS by topic and urgency
- Drafting replies from your own policies and past answers
- Answering routine phone calls and capturing the details
- Escalating anything sensitive to the right person with context attached
How a run goes
Four steps, and the last one is a person.
- 01
Classify
Each message is labelled by topic and urgency.
- 02
Draft
A reply is written from your policies and history.
- 03
Route
Sensitive or unclear items go to a person with the context.
- 04
Send
A person approves anything that is not a pre-approved routine reply.
Where a person stays in chargeRoutine replies you pre-approve can send on their own. Anything else is a draft until a person approves it.
Built with
The tools involved.
In delivered work — appears in something that shippedCompatible — the system can connect to it; scoped per project, no track record claimed
- TwilioIn delivered work
- n8nIn delivered work
- GmailIn delivered work
- OpenAIIn delivered work
- ZendeskCompatible
- IntercomCompatible
- WhatsAppCompatible
- SlackCompatible
Questions
What people ask first.
- Can it handle phone calls?
- Voice agents are built with Twilio and a voice layer for defined, routine call types. Edge cases are handed to a person.
Next solution: Lead generation & outreach
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