Agents

Answers customer questions using the business knowledge base. Handles complaints, FAQs, order status, and general inquiries.

When to use it: Handles everyday customer questions using your uploaded knowledge base — hours, pricing, policies, order status — without you lifting a finger.

Receives and handles inbound phone calls on behalf of the business. Answers questions, takes messages, and escalates when needed.

When to use it: Answers your business phone line automatically — greeting callers, answering FAQs, and taking messages when you're unavailable. Triggered by a real inbound call once a phone channel is connected, not by typing.

Asks customers how their experience was after an interaction, and routes happy customers toward leaving a public review.

When to use it: After helping a customer, asks how the experience went and steers happy customers toward leaving a public review.

Recognizes when a customer sounds dissatisfied or ready to churn and runs a save playbook (apology, fix, or offer) before defaulting to escalation.

When to use it: Recognizes when a customer sounds ready to cancel or is unhappy, and runs a save playbook (apology, fix, or offer) before defaulting to escalation.

Explains the business's loyalty program, checks a customer's points balance, and redeems a reward on request.

When to use it: Lets customers check their loyalty points balance and redeem rewards — points accrue automatically from real orders.

Walks a new customer through first setup or first use of a product/service — distinct from general Q&A, this is a guided first-time walkthrough.

When to use it: Walks a brand-new customer through their first setup or first use of your service, step by step — distinct from general Q&A.

Creates on-brand content for social media, blogs, and marketing — inline with the business's voice, branding, and target audience.

When to use it: Ask your agent to draft social captions, blog snippets, or ad copy in your brand voice instead of writing it yourself. Vendor-only — run from your own Test Chat, never triggered by a real customer.

Automatically posts approved content to connected social media platforms.

When to use it: Once content is drafted, ask the agent to publish it directly to your connected social accounts. Vendor-only.

Calls leads and customers on behalf of the business for follow-ups, appointment confirmations, and lead qualification.

When to use it: Have the agent proactively call a customer or lead for a follow-up, appointment reminder, or lead-qualification call. Vendor-only.

Researches and qualifies potential leads based on the business's ideal customer profile and market.

When to use it: Ask the agent to research and qualify potential customers matching your target market, then save the good ones to your Leads list. Vendor-only.

Drafts and schedules an email newsletter or promotional campaign for the business's mailing list.

When to use it: Ask the agent to draft and send a marketing email to a list of recipients you provide. Vendor-only — run from your own Test Chat.

Sends a bulk promotional message to a customer segment over SMS or WhatsApp.

When to use it: Sends one promotional message to many customers at once over SMS/WhatsApp. Vendor-only.

Pulls recent mentions, comments, and reviews of the business and summarizes overall sentiment, flagging anything urgent.

When to use it: Ask the agent what people are saying about your business online right now. Vendor-only.

Researches competitor pricing, positioning, or industry trends on request — a real web-research task, not a canned answer.

When to use it: Ask the agent to research competitor pricing or industry trends for you. Vendor-only.

Books appointments and services for customers.

When to use it: Lets a real customer book an appointment or service slot directly through chat.

Places orders on behalf of customers.

When to use it: Takes a full product order from a customer, confirms the details, and records it.

Generates and sends invoices, shares payment links, and follows up on overdue balances on behalf of the business.

When to use it: Ask the agent to generate an invoice or payment link for a customer, or chase an overdue balance.

Processes return and refund requests within the business's stated policy limits, and escalates anything outside them.

When to use it: Lets a customer request a refund or return, handled automatically within your stated policy limits — anything outside them is escalated to you.

Builds and sends a custom price quote or estimate for service-based work (repairs, installations, freelance jobs) based on the customer's inputs.

When to use it: Gives a customer a custom price estimate for service-based work (repairs, installs, freelance jobs) instead of a fixed-catalog price.

Adds a customer to a waitlist when a requested slot, table, or stock item is unavailable, and notifies them automatically when it opens up.

When to use it: When a slot or item is unavailable, adds the customer to a waitlist instead of turning them away, and can notify them when it opens up.

Checks stock levels, proactively flags low stock to the vendor, and can draft a reorder.

When to use it: Tell the agent your current stock levels so it can track and flag low stock — there's no separate inventory screen, you just tell it. Vendor-only.

Answers 'how did I do' questions from real usage/analytics data, or delivers a scheduled performance summary.

When to use it: Ask 'how did I do' and get a real answer pulled from your actual usage data, not a guess. Vendor-only.

Internal Q&A for the vendor's own employees against SOPs and policies — a separate knowledge scope from the customer-facing agent.

When to use it: Lets your own employees ask the agent internal questions about SOPs and policies — a separate knowledge scope from what customers see. Vendor-only.

Screens job applicants against a job spec, shortlists candidates, and schedules interviews.

When to use it: Screens job applicants against a role's requirements and shortlists the good ones — never makes the final hiring call. Vendor-only.

Generates a contract, receipt, or proposal document on demand for either the vendor or a customer.

When to use it: Generates a contract, receipt, or proposal document on the spot from confirmed details.

Collects a required consent or intake form for regulated business types (healthcare, childcare, fintech) before proceeding further.

When to use it: Collects a required consent or intake form before proceeding — important for regulated businesses like healthcare or childcare.

Hands off the conversation to a human agent when the AI cannot resolve the issue or when the customer explicitly requests it.

When to use it: Automatically hands the conversation to a real team member when the AI can't resolve something or the customer explicitly asks for a person.