Capabilities / What agents can do
What our agents do, and where they stop.
Our agents work across the channels and systems your customers and staff already use. Each one is given a defined set of abilities for its task, and nothing beyond that.
Functional capabilities
- 01
Converse
Answer questions over website chat, email and messaging channels, in your tone of voice and in the languages your customers use.
- 02
Look up
Read availability, rates, stock, listings, reservations and customer records from your systems to give accurate, current answers.
- 03
Act
Create bookings, schedule viewings, draft replies, update records and send confirmations, within the permissions you grant.
- 04
Hand over
Pass a case to the right person with a summary and the full conversation, through email, Slack, Teams or your CRM.
- 05
Report
Produce regular summaries of what was handled, what was escalated and what patterns are emerging.
Operational scope
- 01
Inside the lines
Each agent has an explicit list of what it may do. Payments, refunds, legal commitments and anything sensitive stay with your people unless you decide otherwise.
- 02
Approval where it matters
Any action can be set to require a person's approval first, such as publishing a review reply or confirming a group booking.