Match the email to a recent order.
Every line in the panel came from your own help articles, order system and refund rules. Built and shipped by the team that answers the tickets.
Choose a case
2,400conversations a day at peak
Rivergate Grocery moved order status, returns and delivery windows onto one agent in five weeks.
Read the caseOrder support
- My order never turned up
- Let me check the account now.
- Hi Dana. I found two open orders.
- The one from Tuesday
- That one shipped Thursday and stalled at the depot.
- Can you send it again
- I can reissue it today, or refund the delivery fee and keep the original moving.
- Reissue it, please
- Done. A new parcel leaves tonight.
Type a message
Inside the build
Intent map
Routing Every intent, its answer, and where it hands over.
Live preview
- The depot has had it since Thursday.
- Can you resend it?
- Done. A new parcel leaves tonight.
Rehearsal Replay last week's tickets against a draft before it ships.
Run ledger
- Closed in chat
- 71%
- Passed to a person
- 23%
- Left unanswered
- 6%
Evidence Every run logged, with the sources each answer came from.
Support teams count a dozen things, and only one changes the week ahead: the share of contacts that never reach a person.
- 71%
- of contacts closed without a person
- 2,400
- conversations a day at peak
- 41s
- median wait for a first useful answer
From the queue
The queue, six months later
Rivergate GroceryHelen MarshDirector of Customer Support
It answers the order questions that used to fill the queue before nine, and the ones that arrive at midnight.
Coastline RailTom OkaforHead of Support Operations
The handoff sold it. Whoever picks up already has the transcript and the order in front of them.
Northbank EnergyPriya RamanCustomer Experience Lead
We rehearsed it against a year of tickets before it took one live contact. Nothing else let us do that.
Rivergate GroceryHelen MarshDirector of Customer Support
It answers the order questions that used to fill the queue before nine, and the ones that arrive at midnight.
Coastline RailTom OkaforHead of Support Operations
The handoff sold it. Whoever picks up already has the transcript and the order in front of them.
Northbank EnergyPriya RamanCustomer Experience Lead
We rehearsed it against a year of tickets before it took one live contact. Nothing else let us do that.
Lakeview TelecomAna SerranoVP Customer Operations
Two of my night shift moved to daytime work. The queue at four in the morning answers itself.
Fieldstone MutualDan WhitlockService Design Manager
Our reviewers read finished conversations now instead of sampling twelve a week and hoping.
Northbank EnergyPriya RamanCustomer Experience Lead
We rehearsed it against a year of tickets before it took one live contact. Nothing else let us do that.
Lakeview TelecomAna SerranoVP Customer Operations
Two of my night shift moved to daytime work. The queue at four in the morning answers itself.
Fieldstone MutualDan WhitlockService Design Manager
Our reviewers read finished conversations now instead of sampling twelve a week and hoping.
Northbank EnergyPriya RamanCustomer Experience Lead
We rehearsed it against a year of tickets before it took one live contact. Nothing else let us do that.
Every quote here comes from a team that runs its own queue, not ours.
Read the casesYour delivery window moved to Friday. Do you want me to hold it?
Hold itSend it FridayTalk to a person
Inbound call02:41
How it runs
- Every channel
The same agent takes the call, the chat and the email, and keeps one transcript behind all three.
- Warm handoff
When it hands over, the person picking up gets the transcript, the order and what was already promised.
- Nightly review
Every transcript is searchable the moment it ends, so quality review stops being a sampling exercise.
Who runs it
Read the carrier status and the promise date.
Reissue, refund the fee, or hold the parcel.
Send the transcript to the queue.
Rehearse
Test a draft against last month's transcripts before it answers anyone.
Publish
Ship a change to one queue, watch it a day, then widen it.
Audit
Every version is kept, so you can show which answer shipped when.
What it reads
The agent never guesses at an order. It reads the record, the refund rule and the delivery promise on every single turn.
TicketingOrder managementPaymentsIdentityKnowledge baseWarehouse
Read access
Point it at the systems that already hold the answer, and give it only the fields it needs.
Escalation rules
Choose where a contact goes when the agent runs out of authority, per queue and per hour.
Full trace
Every run keeps the question, the systems it read, the answer it gave and the person who reviewed it.
Safe to run
Support conversations carry addresses, order numbers and card fragments. Each one is redacted on the way in and expires on your schedule.
Nothing stored raw
Card fragments, addresses and phone numbers are masked before the transcript is written.
Stays in region
Pick the region once and every transcript, index and backup stays inside it.
Expires on time
Set a window per queue. Transcripts past it are deleted, not archived.
Named readers only
Every read of a finished transcript is logged against a person and a reason.
What it costs
| Per month | Pilot£900One queue, one agent, three months. | Team£3,400Every queue, voice included, one region. | EstateCustomMetered volume across every region you run. |
|---|---|---|---|
| Conversations a month | 5,000 | 40,000 | Metered |
| Chat and email | |||
| Voice | |||
| Transcript retention | 30 days | 12 months | Set by you |
| Private region | |||
| Single sign-on | |||
| Named support engineer |
A conversation is one thread with one customer, however many turns it takes.
Talk to usTry it live
We build one agent on your own help articles and order system, and you read every transcript it writes.
Start a pilot