How it works, in example scenarios
Nine short scenarios. The blue line shows the source an answer is based on.
On this pageNine scenarios, step by stepAn example screen in eachBlue line: the source of an answer
Now viewing: Scenario 01 / 09 · Understanding
01
Understands messages and images
It first tries to understand every message and every image; when unsure, it does not guess and asks one clear question.
Clarifying question
Topic
PaymentWithdrawalPromotionAccountTechnicalComplaint
Incoming image
- Document type
- Screenshot
- Requested document
- Payment receipt
- Date visible
- No
- Result
- Not the requested document
02
Checks your admin panel, never changes it
When the answer is in your admin panel, it checks there first; if action is needed, it opens a task card.
Viewing: onChanges: off
- Payment record
- Not found
- Last payment seen
- Account status
- Open
Nothing can be changed from this screen.
Views
- Request status
- Payment record
- Account status
- Promotion terms
Cannot do
- Approve
- Cancel
- Change an amount
Payment not showing · a task card was opened for your team Scenario 05 →
03
Knows your website and your team’s notices
It never quotes figures or rules from memory; it reads them from your website and from notices your team has approved.
Your website · promotion terms
Weekend promotion. To take part, a payment must have been made in the same week. Once the terms are met, our team applies the promotion to the account.
Team notice · approved · today
Payments by bank transfer are closed today. It is removed automatically when it expires.
Similar chats · tone
How your agents have answered this question: the condition first, then the open methods. Figures are never taken from this source.
04
Writes naturally and keeps track of the conversation
It writes briefly and clearly, and knows where the chat left off, who wrote last and how much time has passed.
3 messages · one reply
3 hours later
Writing principles
- Addresses the customer by name
- Greets only in the first reply
- Does not repeat old information
Chat status
- Topic
- Payment not showing
- Last said
- Receipt with the team, check in progress
- Last to write
- Customer
- Time passed
- 3 hours
05
Opens a task card for your team and relays the decision
What it cannot do goes to your team as a complete task card; your team’s short note reaches the customer politely.
1A task card is opened for your team
#M-0000Document check
- Requested
- Payment receipt
- chat
- Received
- Receipt, two pages
- attachment
- Payment record
- Not found
- admin panel
- Chat summary
- The payment does not appear in the account.
- customer
Receipt · page 1Receipt · page 2
2Your team decides with a short note
Your team reviews the receipt on the card
- Page 1readable
- Page 2not readable
Team decisionTeam: Page 2 not readable, reject.
Closed
Decision relayed to the customer · 14:12
3The decision reaches your customer in plain language
Ms. Deniz, every page of the receipt must be readable for the check. Because the second page cannot be read, our team could not accept the request as it stands. If you share a clear copy, it will be reviewed again.rulereasondecisionnext step
Could you please check again? I did make the payment.Our team’s decision stands as it is. Once you share a readable receipt, your request goes back to our team with the new information.
06
Works in the same chat as your agents
Using a note the customer never sees, your agent can pause, steer or take over; the assistant knows when to step back.
Hidden from customer · Agent
@ I am following this chat.
Notes to the assistant start with @; unmarked notes stay within your team.
Agent in chat
Agent wrote “@ continue” · the assistant resumed where it left off
Your agent has three options
- PauseThe assistant stops writing in that chat.
- SteerIt relays your note to the customer in its own words.
- Take overThe chat moves to your agent; the assistant steps back.
07
No wrong information, no promises it cannot keep
Every sentence is checked before it reaches a customer; unsourced figures, unconfirmed outcomes and promises that cannot be kept are stopped.
Draft · not sent to the customer
Your promotion has been applied to your account.
Final check: unconfirmed outcome, removed from the sentence
Your website · promotion terms
Never reaches the customer
- A figure without a source
- An unconfirmed outcome
- A promise that cannot be kept
Only the faulty sentence is corrected; the rest of the reply is kept.
08
Secure, resilient and auditable
It protects data, never leaves a customer unanswered during a failure, records what each answer relied on and tests every update first.
- 14:02Hello Ms. Deniz, your request is currently pendingAdmin panel · request status
- 14:04There is no record of this payment in the admin panel yetAdmin panel · payment record
- 14:06To join the promotion, you need to have made a payment in the same weekYour website · promotion termsTeam notice · approved
- 14:12Ms. Deniz, every page of the receipt must beTeam decision
When a failure occurs
- No reply could be generated
- A backup route is tried
- Handed over to your team
- No customer is left waiting without a reply
Connection status
- Live chat connectionmonitored
- AI service accessmonitored
- Admin panel sessionmonitored
- Servermonitored
Update process
- Tested first on an exact copy of the live system
- Released to the live system
- Rolled back to the previous version if needed
Data
- The database is backed up automatically every night
- Assistant memory clears after 7 days
In none of these examples did the assistant change anything in your admin panel.
09
Setup tailored to your company (Planned)
Planned
The steps below are not in use yet.
A step-by-step setup process is planned for new companies, built on your own data and verified at every stage.
Each stage is verified before the next begins
- Onboarding form: your company details will be collected before setup
- All your settings will be brought together in one configuration
- The assistant will not go live until the configuration is fully verified
- Your website, rules and past conversations will be imported
- Test scenarios, a load test and emergency tests will run before launch
- Each company will run on its own server, with its data kept separate
- Launch will be gradual, with close monitoring during the first week
Other planned items