Agent

The AI agent that finishes the job.

Agent resolves customer conversations end to end — looking up orders, applying policy and taking action in your systems — at $0.99 per resolution, with no seats required.

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Conversation · #48213 · Agent

Hi — I ordered the Ridge 40L in slate two weeks ago and it still hasn't arrived. Order #48213.

Ana · WhatsApp · 09:41

Looked up order #48213 in Shopify · shipped 11 Aug · carrier shows “exception”

Checked policy · Lost-in-transit after 10 days → replacement or refund

Sorry about that, Ana. The carrier flagged your parcel as lost after it left the depot. I can send a replacement Ridge 40L in slate today with express shipping, or refund the full £129 to your card. Which would you prefer?

Agent · 09:41

Replacement please!

Created replacement order #48377 · express · no charge

Done — #48377 ships today and you'll have tracking by 6pm. I've also asked the carrier to return the original if it turns up. Anything else I can help with?

Agent · 09:42 · Resolved in 58s

How Agent works

Understand. Act. Confirm.

Understand

Intent, entities, sentiment and language — from the first message, across 31 languages. Agent asks a clarifying question only when it genuinely needs one.

Act

Runs your procedures against your systems with scoped permissions: look up the order, check the policy, issue the refund, create the replacement.

Confirm & learn

Confirms the outcome with the customer, logs every action, and turns your team’s handoffs into procedures it can run next time.

Procedures

Procedures, not prompts.

Describe how a situation should be handled in plain language — or import the macro your team already uses — and Agent turns it into a step-by-step procedure with the systems it needs. You approve each step. It runs them thousands of times.

Written in plain languageNo prompt engineering. If a new hire could follow it, Agent can.
Grounded in your systemsEach step maps to a connector or API with explicit, revocable permissions.
Measured per procedureResolution rate, CSAT and cost for every procedure, so you know what to fix.

Agent · Procedures · Lost or late delivery

1. Verify orderShopify · order.lookup(order_id)

2. Check return windowPolicy · 30 days from delivery

3. Choose outcomeReplacement if in stock, else refund

4. Take actionShopify · order.create / Stripe · refund.create

5. Confirm with customerSend summary · ask if anything else

Guardrails

Guardrails you set. Limits it respects.

Decide what Agent may talk about, how much it may spend, when it must escalate and how it should sound. Guardrails are enforced at the action layer, not just in the model — a refund over the limit simply cannot be issued.

Scope and spendTopics it handles, amounts it can refund, actions that need a human approval.
Escalation rulesSentiment, keywords, customer tier, legal language — any of it triggers a handoff.
Tone and languageBrand voice, banned phrases, regional English. Reviewed by Monitors on every reply.

Agent · Guardrails

ScopeOrders, shipping, returns, billing questions

Set

Spend limitRefunds up to £250 without approval

Set

Escalate whenSentiment negative ×2, legal terms, VIP tier

Set

ToneWarm, concise, British English

Set

NeverPromise delivery dates · discuss competitors

Set

Handoff

Handoff with everything attached.

When a conversation needs a person, it arrives with Agent’s summary, the customer’s intent, every action already taken and a recommended next step — so your team starts from the middle, not the beginning.

Summary and actionsWhat happened, what Agent did, what it couldn’t do and why.
Right person, right priorityRouted by Workflows with SLA and tier already set.
Back to AgentYour team’s resolution becomes a procedure — the next customer never needs the handoff.

See Inbox

Inbox · Handed off by Agent

Agent summary · 3 actions taken
Customer's parcel #48213 lost in transit. Replacement #48377 created with express shipping, no charge. Now asking for goodwill discount — outside Agent permissions (limit: refunds only). Recommended: 15% code per goodwill policy. Sentiment: positive · Language: EN · VIP: yes

Thanks! Could I get a discount code for the hassle?

Ana · WhatsApp · 09:44 · assigned to Maya (Tier 2) · SLA 1h

Results

What customers see after 90 days.

71%

Median resolution rate

Share of eligible conversations Agent resolves without a human

41s

Median time to resolve

From first message to confirmed outcome

4.8

CSAT on Agent resolutions

Rated by end customers

Connects to

Your stack, with scoped permissions.

ShopifyStripeSalesforceHubSpotSlackJiraZendeskFreshdeskRechargeKlaviyoNetSuiteTwilioSegmentSnowflakeCustom APIWebhooks

Agent also runs on its own with Zendesk, Salesforce Service Cloud and Freshdesk — keep your helpdesk, add the resolutions.

FAQ

About Agent.

What counts as a resolution?

A resolution is counted when the customer confirms their issue is resolved, doesn’t ask for more help after Agent responds, or Agent completes a procedure — including a handoff with a completed action. You are charged once per conversation, however many questions it contained.

Does Agent work with Zendesk or Salesforce?

Yes. Agent connects to Zendesk, Salesforce Service Cloud and Freshdesk and resolves inside your existing queue. No seats are required — you pay only for resolutions.

Which languages does Agent support?

31 languages for understanding and reply, with your knowledge translated on the fly or served from localised collections.

How do I control what Agent can do?

Guardrails set scope, spend limits, escalation rules and tone. Every action runs through a connector with explicit permissions you can revoke at any time, and Monitors review every reply against your scorecard.