Smart Routing
Always onEntry point for all sessions. Classifies the user's intent and routes to the appropriate capability node.
Always on — invisible to the vendor/customer. Classifies every incoming message and hands it to the right specialist node automatically.
Customer Lifecycle & Retention
Customer Support
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.
How to use it & confirm it works Vendors and customers
Set it up (once)
- Always available. Train it: Training → upload documents, a website page, Q&A, or Type or paste text.
- For tickets: nothing extra to set up.
As the vendor
- Records → Customer activity → Support tickets shows each complaint with priority, description and status (open → in progress → resolved → closed).
- Training shows a short excerpt of every source, so you know what you are deleting or replacing.
As a customer
- Ask anything about your business — answers come from what you trained.
- “My parcel TRK-88 arrived damaged and nobody answers my calls.” — the agent logs a ticket (TKT-…) and confirms the team has been told.
Confirm it works — vendor side
- The ticket is in Records with the priority and the customer’s own words.
Confirm it works — customer side
- They receive a TKT- number and no promise of a specific callback time.
Only you (the vendor) can see or do
- All tickets and their status.
Try sending
“What are your opening hours?”
“Do you deliver to Lekki?”
“My order hasn't arrived yet, what's going on?”
Call Receiver (Inbound Calls)
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.
How to use it & confirm it works Vendors and customers
Set it up (once)
- Connect a phone number under Channels → Phone (Pro plan).
As the vendor
- Records → Customer activity → Callbacks lists callback requests taken on calls (requested → scheduled → done).
- Calls tab: call log and transcripts.
As a customer
- Call the number. If you want a person to call back, say “Please call me back tomorrow at 11 about my quote.” The agent records the number, reason and time.
Confirm it works — vendor side
- A CB- record appears with the caller’s number, reason and preferred time (times are read in your business timezone).
Confirm it works — customer side
- The agent repeats the details back and says the team will call — it does not promise a named person or exact time it was not given.
Only you (the vendor) can see or do
- Callback requests and call transcripts.
Feedback & Reviews
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.
How to use it & confirm it works Vendors and customers
Set it up (once)
- Activate “Feedback & Reviews” under Capabilities (free on every plan).
- Training → Type or paste text: add your public review link, e.g. “Review us on Google: https://g.page/r/your-business/review”. Without it the agent just says thank you.
As the vendor
- Records tab → Customer activity → Feedback lists every rating and comment customers gave, newest first. Mark each Reviewed or Actioned.
As a customer
- After an order or booking, or any time: “I’d like to leave feedback.” The agent asks for a 1–5 rating and a few words.
Confirm it works — vendor side
- A FB- record appears with the rating and the customer’s own words. A rating of 1–2 also raises a “negative feedback” notice for the team.
Confirm it works — customer side
- Give 5 stars: the agent thanks you and shares your real review link (attached exactly as you trained it).
- Give 1 star: it apologises, says it will pass this to the team, and does NOT ask for a public review.
Only you (the vendor) can see or do
- All ratings and comments. Customers only see the thank-you.
Good to know
- It never promises a fix, refund or callback for a complaint — a real problem belongs in Customer Support.
- Review links are only used if they are in your trained knowledge.
Try sending
“How was your experience with your recent delivery?”
Retention & Win-back
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.
How to use it & confirm it works Vendors and customers
Set it up (once)
- Activate “Retention & Win-back” under Capabilities (Pro plan).
- Training → Type or paste text: define the offer you allow, e.g. “A customer who says they will cancel because of late deliveries may be offered 10% off their next order, once.” With no offer defined, the agent offers nothing.
As the vendor
- Records tab → Customer activity → Retention offers shows each offer made, to whom and why (Offered → Accepted / Declined — update it as you follow up).
As a customer
- “This is the third late delivery, I’m cancelling.” The agent apologises, asks what went wrong and, if your policy allows, makes the ONE offer you defined.
Confirm it works — vendor side
- An RET- record shows the exact offer and the wording of your policy it was based on.
Confirm it works — customer side
- Ask for something not in your policy (“50% off forever”): the agent refuses to promise it and passes the customer to your team.
- A second offer in the same conversation is refused.
Only you (the vendor) can see or do
- The offer records and the policy wording.
Good to know
- The offer is recorded for you to honour; nothing is discounted automatically.
Try sending
“I'm thinking of cancelling, your service has been too slow lately.”
“This is the third late delivery, I'm done with you guys.”
Loyalty & Rewards
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.
How to use it & confirm it works Vendors and customers
Set it up (once)
- Activate “Loyalty & Rewards” under Capabilities (Plus plan).
- Training → Type or paste text: describe your programme, e.g. “Customers earn 1 point per ₦100. 500 points = free same-day delivery. 1000 points = free Medium Box Pack.” Only rewards written there can be redeemed.
As the vendor
- Records tab → Customer activity → Reward redemptions lists each redemption (Pending → Fulfilled). Points are deducted the moment it is recorded — you deliver the reward.
As a customer
- “How many points do I have?” and “Redeem my points for free delivery.” Points are earned automatically from orders placed through the agent (1 point per ₦100).
Confirm it works — vendor side
- An RDM- record with the reward and points cost appears; the customer’s balance drops by exactly that amount.
Confirm it works — customer side
- Asking for a reward that is not in your programme (“a free iPad”) is declined and the real rewards are listed.
- Redeeming more than the balance is refused; the balance never goes below zero.
Only you (the vendor) can see or do
- Redemption records. Customers can only see their own balance.
Good to know
- Points only come from orders placed through the agent, and balances are per customer number or visitor — anonymous website visitors start fresh on a new device.
Try sending
“How many loyalty points do I have?”
“I'd like to redeem my points for a free delivery.”
Customer Onboarding
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.
How to use it & confirm it works Vendors and customers
Set it up (once)
- Activate “Customer Onboarding” under Capabilities (Plus plan).
- Training → Type or paste text: your numbered first-time steps, e.g. “1) Save our WhatsApp number. 2) Send your pickup address. 3) Place your first order.”
As the vendor
- Records tab → Customer activity → Onboarding shows each new customer’s progress (“2/3 steps done”) and whether they finished, so you can spot anyone stuck.
As a customer
- “I just signed up, what do I do first?” The agent walks through your steps one at a time and checks each is done.
Confirm it works — vendor side
- One ONB- record per customer, its steps listed, status In progress → Completed.
Confirm it works — customer side
- The steps match your training text exactly, one at a time; at the end the agent confirms they are set up and how to reach support.
Only you (the vendor) can see or do
- Progress records.
Good to know
- With no onboarding steps in your training, the agent says so and offers to connect the person with your team.
Try sending
“I just signed up, what do I need to do first?”
“This is my first time ordering, can you walk me through it?”
Marketing & Growth
Sales Closer & Marketer
Engages leads, qualifies requirements, handles price objections and haggling, recommends products, and proactively closes sales, orders, and bookings.
When to use it: Acts as your proactive 24/7 sales representative. Engages incoming leads, asks qualifying questions, recommends the right products/packages, handles price objections and haggling, and guides buyers smoothly to payment or booking.
Try sending
“How much is your shoe and do you have size 42?”
“Can you give me a discount if I buy two?”
“I'm looking for a gift for my sister, what do you recommend?”
Content Creator & Repurposer
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.
How to use it & confirm it works Vendor only
You direct it. A customer cannot ask your agent to write or post content.
Set it up (once)
- Activate “Content Creator” (and Auto-Post) under Capabilities (Plus plan).
- Connect the platform you want to post to under Channels.
As the vendor
- In Test Chat: “Schedule a Facebook post for tomorrow at 9am saying: Free pickup this Friday!”
- Memory tab → Scheduled follow-ups & reminders shows each scheduled post, and lets you cancel it before it runs.
As a customer: not available — customers cannot use this agent.
Confirm it works — vendor side
- The post appears in the Memory tab as “Scheduled post” with its time; after that time it is on your page.
- Asking to schedule on a platform you have not connected is refused with a clear message.
Only you (the vendor) can see or do
- Everything: drafting, scheduling and publishing.
Good to know
- Facebook, Instagram (needs an image), Google Business and X. LinkedIn and YouTube posting are not supported.
- It writes only from your business info and knowledge base; if it needs a link or an offer you have not given, it leaves a [placeholder] for you to fill in.
Try sending
“Write an Instagram caption promoting our new same-day delivery service.”
“Draft a short blog intro about why small businesses need reliable couriers.”
Auto-Post to Platforms
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.
How to use it & confirm it works Vendor only
You direct it from Test Chat. A customer cannot make your agent post.
Set it up (once)
- Activate “Auto-Post to Platforms” (and “Content Creator”) under Capabilities (Plus plan).
- Connect the platform under Channels: Facebook, Instagram, Google Business or X.
As the vendor
- In Test Chat: draft with the Content Creator, then say “post it to Facebook” or “schedule it for tomorrow 9am”.
- Memory tab → Scheduled follow-ups & reminders lists scheduled posts and lets you cancel one before it runs.
As a customer: not available — customers cannot use this agent.
Confirm it works — vendor side
- The post appears on your page/profile; scheduled ones show in the Memory tab until they run.
- Posting to a platform you have not connected is refused with a clear message.
Only you (the vendor) can see or do
- Everything: drafting, scheduling and publishing.
Good to know
- Instagram posts need an image. LinkedIn and YouTube posting are not supported.
Try sending
“Post that caption to Instagram and Facebook now.”
“Schedule that post for tomorrow morning on Instagram.”
Outbound Call Dialer
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.
How to use it & confirm it works Vendor only
You direct it. A customer can never make the agent place a call.
Set it up (once)
- Connect a phone number under Channels → Phone (Pro plan).
As the vendor
- Calls tab → “Call now” starts a call to a number with a purpose (e.g. confirm tomorrow’s pickup).
- In Test Chat: “Call Chinedu to confirm tomorrow’s pickup.” The agent asks for the full number (with country code) and confirms the number and purpose with you before it dials — it never calls on the first message.
- When the call ends the agent records how it went (interested, no answer, callback requested…) and it shows on that call in the Calls tab.
As a customer: not available — customers cannot use this agent.
Confirm it works — vendor side
- After a test call, look at it in the Calls tab: an “Outcome: …” line appears under the call.
Only you (the vendor) can see or do
- Everything: placing calls, outcomes, transcripts.
Good to know
- The agent cannot leave a voicemail.
- Each call costs credits and rings a real person: only call people who expect to hear from you.
Try sending
“Call Chinedu Okafor at +2348011112222 to confirm tomorrow's pickup.”
“Call this lead and ask if they're still interested in our service.”
Lead Generator
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.
How to use it & confirm it works Vendor only
For you, through Test Chat — customers cannot reach it. It finds prospects; it never contacts them on its own.
Set it up (once)
- Activate “Lead Generator” under Capabilities (Pro plan).
- Fill in your business’s target audience (Overview → Edit details) so it knows who to look for.
As the vendor
- In Test Chat: “Find me leads for small online fashion shops in Lagos that need a courier.” It runs real web searches and lists what it found with a fit score and a draft outreach message.
- “Save Swift Movers as a lead with score 8.” Saving the same company or email again updates the saved lead instead of adding a duplicate.
As a customer: not available — customers cannot use this agent.
Confirm it works — vendor side
- Leads tab shows every saved lead with its score and contact details; change the status (new → contacted → qualified → won/lost) or Export CSV.
- Contact details only appear when they were in a search result — if none were found it says “not found” rather than inventing an email or phone number.
Only you (the vendor) can see or do
- Everything: the searches, the leads list and the outreach drafts.
Good to know
- Results are public web search snippets — they are starting points to check, not verified customer records. It is not a LinkedIn lookup.
- It only sends outreach when you explicitly ask it to.
Try sending
“Find me leads for small businesses interested in courier services in Lagos.”
“Save Jadesh Fabrics as a lead with a score of 9.”
Email Campaigns
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.
How to use it & confirm it works Vendor only
For you, through Test Chat. Recipients are the addresses you give it — it has no mailing list of its own.
Set it up (once)
- Activate “Email Campaigns” under Capabilities (Plus plan). Nothing else — emails go out from OneHux’s verified sending address with your business name as the sender name.
As the vendor
- In Test Chat: “Draft an email announcing 10% off same-day deliveries this weekend and send it to [email protected], [email protected].”
- It shows you the subject, the body and how many valid recipients, then asks: send now, or at what time? Nothing is sent until you say yes.
- Invalid addresses and duplicates are dropped and reported; the limit is 500 recipients per campaign.
As a customer: not available — customers cannot use this agent.
Confirm it works — vendor side
- Broadcasts tab → Email campaigns lists each campaign with its status (draft / scheduled / sent) and how many the provider accepted out of the total.
- Send one to yourself first: the email arrives from your business name, with only the offer you gave.
Only you (the vendor) can see or do
- Drafting, sending and the campaign list. Customers cannot trigger email campaigns.
Good to know
- “Sent” means accepted by the email provider — opens, clicks and bounces are not tracked.
- There is no automatic unsubscribe link: only email people who agreed to hear from you.
- The agent will not invent discounts, links or dates; give it the offer and any link you want included.
Try sending
“Draft an email campaign announcing 10% off same-day deliveries and send it to these addresses: [email protected], [email protected].”
“Send that campaign now.”
SMS/WhatsApp Broadcast
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.
How to use it & confirm it works Vendor only
For you, through Test Chat. It only ever reaches customers who opted in to marketing messages.
Set it up (once)
- Activate “SMS/WhatsApp Broadcast” under Capabilities (Pro plan).
- SMS: connect a phone number under Channels → Phone. WhatsApp: connect WhatsApp under Channels, and create your message templates in Meta Business Manager (WhatsApp only allows approved templates for broadcasts).
- Broadcasts tab → Contacts: add contacts and tick who agreed to SMS/WhatsApp marketing. Customers who agree in chat (Compliance/Consent) are added automatically.
As the vendor
- In Test Chat: “Send an SMS broadcast: 10% off same-day delivery this weekend!” It shows you the exact message and asks you to confirm — nothing is sent on the first message.
- WhatsApp: “Send the weekend_offer template on WhatsApp.” It lists your approved templates and re-checks the name with Meta before sending.
As a customer: not available — customers cannot use this agent.
Confirm it works — vendor side
- Broadcasts tab → Campaign history shows the channel, status and how many were sent out of the audience.
- Add one test contact (yourself) with opt-in ticked and one without: only the opted-in one receives it.
Confirm it works — customer side
- A customer who replies STOP (or UNSUBSCRIBE) is opted out immediately and told so; they will not receive the next broadcast.
Only you (the vendor) can see or do
- The contact list, opt-in flags and campaign history. Customers can only opt themselves out by replying STOP.
Good to know
- Some countries (Nigeria included) do not support SMS on local numbers — check that your number can send SMS before relying on it.
- You cannot pick recipients in chat: the audience is the saved opted-in contacts.
- WhatsApp broadcasts use approved templates only, never free text.
Try sending
“Send a WhatsApp broadcast to my customer list about the weekend discount.”
Social Listening & Sentiment
Reads the comments on the business's own Facebook/Instagram posts and its Google reviews 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.
How to use it & confirm it works Vendor only
For you only — customers cannot reach this agent.
Set it up (once)
- Activate “Social Listening & Sentiment” under Capabilities (Pro plan).
- Connect Facebook/Instagram and/or Google Business under Channels. Comments and reviews are saved from then on.
As the vendor
- In Test Chat: “How do people feel about us this week? Show me what they said.” or “Summarise sentiment on Google reviews.”
- It lists the comments and reviews received, states which platforms it covered, and counts positive, neutral and negative.
As a customer: not available — customers cannot use this agent.
Confirm it works — vendor side
- Post a test comment on your Facebook page, wait a minute, then ask the agent — it should appear.
- The counts add up to the number of comments listed.
Only you (the vendor) can see or do
- Every comment and review captured, and the sentiment summary.
Good to know
- Only comments on your own Facebook/Instagram posts and your Google reviews — not mentions elsewhere on the web.
Try sending
“How are people talking about us on social media this week?”
“Check for any recent negative reviews I should know about.”
Market/Competitor Research
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.
How to use it & confirm it works Vendor only
For you, through Test Chat — customers cannot reach it.
Set it up (once)
- Activate “Market/Competitor Research” under Capabilities (Pro plan). Nothing else to set up.
As the vendor
- In Test Chat: “What are competitors charging for same-day delivery in Lagos?” or “What’s trending in the courier industry in Nigeria?”
- It searches the web, tells you what it found with the source of each figure, compares it with your own prices where it knows them, and gives a short list of takeaways.
As a customer: not available — customers cannot use this agent.
Confirm it works — vendor side
- Every price or claim in the answer names its source (title and link) — open one to check it.
- When the search finds little, it says so plainly instead of filling the gap with a guess.
Only you (the vendor) can see or do
- Everything — research results are never shown to customers.
Good to know
- It reads public web search results, which can be incomplete or out of date. Treat figures as leads to verify, not as a market study.
Try sending
“What are competitors charging for same-day delivery in Lagos?”
“What's trending in the courier industry in Nigeria right now?”
Revenue Operations
Appointment & Booking
Books appointments and services for customers.
When to use it: Lets a real customer book an appointment or service slot directly through chat.
How to use it & confirm it works Vendors and customers
Set it up (once)
- Activate “Appointment & Booking” under Capabilities (Plus plan or higher).
- Training → Type or paste text: add your opening hours, slot length and the services you take bookings for, e.g. “Open Monday–Saturday 9am–5pm. Pickup slots are hourly.”
- If you also activate Compliance/Consent, customers are asked to agree to your consent statement first (add it under Training → Type or paste text).
As the vendor
- Records → Customer activity → Bookings lists every booking with its reference, customer, contact, time and status.
- Change a booking’s status (completed, cancelled, no-show) from the same row — a cancelled slot can be booked again.
- Copilot tab: ask “Do I have any bookings today?” — it reads the same records.
- Test Chat lets you play the customer, and shows you every customer’s bookings.
As a customer
- Ask “Are you free Friday afternoon?” — the agent uses today’s real date and your hours.
- Say “Book me a home pickup Friday at 2pm. I’m Ada, 0803…” — you get a reference like BK-1A2B3C4D.
- Say “Cancel my booking BK-…” — a customer can only cancel their own booking.
Confirm it works — vendor side
- The reference the agent quoted appears in Records with the same time (check the weekday).
- Book the same time from a second chat: it must be refused and another time offered.
- Ask for a time in the past: it must be refused.
Confirm it works — customer side
- You received a BK- reference, never a bare “confirmed”.
- Cancelling someone else’s reference says “not found”.
Only you (the vendor) can see or do
- The full list of bookings, all customers’ names and phone numbers, and status changes — in the Records tab and Copilot.
Good to know
- One booking per exact time. There are no per-service calendars; opening hours come from your Training text.
- Changing a status in Records does not message the customer.
Try sending
“I'd like to book a home pickup this Friday at 2pm. My name is Isaac, phone 09011112222.”
“Do you have any delivery slots open tomorrow afternoon?”
Order Placement
Places orders on behalf of customers.
When to use it: Takes a full product order from a customer, confirms the details, and records it.
How to use it & confirm it works Vendors and customers
Set it up (once)
- Activate “Order Placement” under Capabilities (Plus plan or higher).
- Training: add your products, prices and delivery fees, e.g. “Medium box pack (5 boxes) ₦4,500. Delivery in Lagos ₦2,500–₦3,500.”
- Optional: use Inventory in Test Chat (“we have 40 medium box packs”) so stock is tracked and out-of-stock items are refused.
- If you also activate Compliance/Consent, customers are asked to agree to your consent statement first (add it under Training → Type or paste text).
As the vendor
- Records → Customer activity → Orders: every order with its items, total, customer and status (pending → confirmed → fulfilled, or cancelled).
- Update the status as you prepare and deliver it.
As a customer
- Describe what you want: “I’d like 2 medium box packs delivered to Yaba.”
- The agent summarises the items, delivery fee and total and asks you to confirm. Reply “yes”, giving your name and phone number.
- You get an order reference (ORD-…). Ask “What’s the status of ORD-…?” at any time.
Confirm it works — vendor side
- The order appears in Records with the same total the agent stated.
- If you track stock, the count drops by the quantity ordered.
Confirm it works — customer side
- No order is placed until you say yes.
- Asking for the status of another customer’s order returns “not found”.
Only you (the vendor) can see or do
- All orders and customer contact details (Records tab); stock levels (Inventory agent).
Good to know
- Customers can pay an order online through a Paystack payment link if you connected Paystack (see Payments & Invoicing); otherwise they pay however your knowledge base says. A paid order moves from pending to confirmed.
Try sending
“I'd like to order 2 packs of the medium boxes, delivered to Yaba.”
“Place an order for the items we just discussed.”
Payments & Invoicing
Generates invoices with a private link the customer can open or print, tracks whether they are paid, and (for the owner) lists and reminds unpaid ones. Customers pay by the business's own bank details, or — if the owner has connected their own Paystack account — through a secure online payment link that the agent confirms.
When to use it: Ask the agent to generate an invoice for a customer, send them a payment link (once Paystack is connected), confirm they paid, or chase an overdue balance.
How to use it & confirm it works Vendors and customers
Customers can ask for their own invoice, a payment link and their payment status. Listing and chasing unpaid invoices is for you only.
Set it up (once)
- Activate “Payments & Invoicing” under Capabilities (Plus plan or higher).
- Records tab → “Get paid online”: paste your own Paystack SECRET key (Paystack dashboard → Settings → API Keys & Webhooks). Start with the test key (sk_test_…); switch to your live key (sk_live_…) when you are ready for real payments. Money goes straight to your Paystack account.
- Recommended: paste the webhook URL shown there into the same Paystack page, so an invoice flips to Paid the moment the customer pays.
- Optional fallback: Training → add your bank details (“Pay by transfer to … within 7 days”) for customers who prefer to transfer, and for when Paystack is not connected.
As the vendor
- In Test Chat: “Invoice Ada Obi for 3 same-day deliveries at ₦2,500 each.”
- Ask “Send Ada a payment link for that invoice” — the agent asks for her email if it has none (Paystack needs one).
- Ask “Which invoices are unpaid?” and “Send a reminder to Ada” (vendor-only).
- Records → Customer activity → Invoices shows “Payment link sent” and “Paid online” badges. If you paid by bank transfer instead, set the status to Paid yourself.
As a customer
- “Can I get an invoice for my delivery?” — the agent creates it and gives a private link to view or print it.
- “I’d like to pay online.” — the agent gives a secure Paystack payment link (asking for your email if it has none).
- After paying, say “I’ve paid” — the agent checks with Paystack and tells you whether it came through.
Confirm it works — vendor side
- Use your Paystack TEST key and a Paystack test card: open the payment link, pay, then ask the agent “has invoice INV-… been paid?” — it must say paid, and the invoice shows “Paid online” in Records.
- Say “I’ve paid” for an invoice you have NOT paid: the agent must say it has not come through and stay unpaid.
- Your Paystack dashboard shows the same transaction, in your account.
Confirm it works — customer side
- The payment link opens Paystack’s own checkout page with the right amount.
- Asking for a link or status on someone else’s invoice says “not found”.
Only you (the vendor) can see or do
- Your Paystack key (stored encrypted and never shown again; only its last 4 characters), the webhook URL, and disconnecting Paystack.
- Listing every unpaid invoice, sending reminders, and marking invoices paid or void.
Good to know
- Paystack only for now (Nigerian Naira and other currencies your Paystack account supports). Card/bank fees are charged by Paystack to you, as usual.
- A payment only counts when Paystack confirms the right amount; a mismatched payment is flagged for you, not marked paid.
- Refunds are not automated; do them from your Paystack dashboard.
Try sending
“Generate an invoice for Chidi for ₦15,000 for the delivery service.”
“Send a payment reminder to anyone who hasn't paid this month.”
Refunds & Returns
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.
How to use it & confirm it works Vendors and customers
Set it up (once)
- Activate “Refunds & Returns” under Capabilities (Plus plan or higher).
- Training: add your refund policy in plain words, e.g. “Report damage within 24 hours for a full delivery-fee refund; unused boxes returnable within 7 days for 90%.”
As the vendor
- Records → Customer activity → Refund requests: read the reason and details, then set Approved, Rejected or Paid out.
- The agent never approves or pays a refund itself — it only files the request.
As a customer
- “My parcel arrived damaged, I want a refund.”
- The agent checks your policy and, if it looks eligible, files a request and gives a reference.
Confirm it works — vendor side
- The request appears as “pending approval” with the customer’s description.
Confirm it works — customer side
- The agent says the request was submitted for review — never “approved” — and gives no invented timeline.
Only you (the vendor) can see or do
- All refund requests and the approve/reject decision.
Good to know
- Money is refunded by you outside the platform, and the customer is not notified automatically when you change the status.
Try sending
“I'd like a refund for my order, it arrived damaged.”
“Can I return this item, I ordered the wrong size?”
Quotes & Estimates
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.
How to use it & confirm it works Vendors and customers
Set it up (once)
- Activate “Quotes & Estimates” under Capabilities (Plus plan or higher).
- Training: add your price list and any discounts so quotes use your real numbers.
As the vendor
- Records → Customer activity → Quotes: track each one as sent, accepted, declined or expired.
- Records → Documents lists the private link for every quote.
As a customer
- “Can I get a quote for 12 weekly island deliveries?”
- The agent shows the line items and total, and gives a private link you can open, print or save.
Confirm it works — vendor side
- The quote appears in Records; the line items add up to the total shown.
Confirm it works — customer side
- The link opens without a login and matches what the agent wrote in chat.
Only you (the vendor) can see or do
- Every customer’s quotes and their acceptance status.
Try sending
“How much would it cost to deliver 10 fragile packages across Lagos weekly?”
“Can I get a quote for a same-day inter-city delivery to Abuja?”
Waitlist Management
Adds a customer to a waitlist when a requested slot, table, or stock item is unavailable; the business notifies them 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.
How to use it & confirm it works Vendors and customers
Set it up (once)
- Activate “Waitlist Management” under Capabilities (Plus plan or higher).
As the vendor
- Records → Waitlist shows who is waiting for what. Mark each entry notified, fulfilled or cancelled.
- In Test Chat: “A 2pm Friday slot opened — notify the waitlist.” Entries with an email get a real email; the rest are listed for you to contact yourself.
As a customer
- “Friday 2pm is full — put me on the waitlist. I’m Tunde, 0801…”
Confirm it works — vendor side
- The entry appears under Records → Waitlist with what they are waiting for.
Confirm it works — customer side
- The agent confirms they were added and explains they will be contacted if a place opens.
Only you (the vendor) can see or do
- The waitlist itself and the decision to notify people.
Good to know
- Notification is triggered by you; it is not automatic when a booking is cancelled.
Try sending
“The 2pm slot is full — can you notify me if it opens up?”
“Add me to the waitlist for the blue variant when it's back in stock.”
Internal Operations
Inventory & Restock Alerts
Tracks stock the owner tells it, lists what's low, refuses to oversell tracked products in orders, and suggests reorder quantities (it never places an order).
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.
How to use it & confirm it works Vendor only
You manage stock through Test Chat or the Records tab. Customers cannot reach this agent, but it protects them and you: orders check it, so you never sell what you do not have.
Set it up (once)
- Activate “Inventory & Restock Alerts” and “Order Placement” under Capabilities (Plus plan).
- Records tab → Inventory: add each product with how many you have and the level at which you want a low-stock alert. Or just tell the agent in Test Chat: “We have 40 medium box packs. Alert me under 5.”
As the vendor
- In Test Chat: “What stock do I have? Anything running low?” — low and out-of-stock products are listed first.
- “We sold 6 large boxes at the shop, set large to 12.” — changes the level. Names are matched loosely (“large boxes” finds “Large Box Pack”); if a name fits two products it asks which.
- “How many large boxes should I reorder?” — a suggestion with the reasoning; the agent never places an order with a supplier.
As a customer
- Customers never talk to this agent. When a customer orders through Order Placement, stock is checked first: an order for more than you have is refused and the customer is offered what is available, and each successful order reduces stock.
Confirm it works — vendor side
- Records tab → Inventory shows the exact numbers, with “Low stock” / “Out of stock” tags.
- Place a test order (as a customer through the widget) for more than you have: it is refused, and stock does not change. Order a smaller amount: the order appears under Customer activity and the stock in Inventory drops by that amount.
- Low and out-of-stock products are tagged in the Inventory list, and the Copilot tab lists them when you ask “what needs attention?”.
Confirm it works — customer side
- Ask for more than is in stock: the agent says only what is available (e.g. “we have 3 left”) and never quotes total stock.
Only you (the vendor) can see or do
- Exact quantities, alert levels, the low-stock list and reorder suggestions. Customers are only ever told whether an item is available, and how many they can have when that is fewer than they asked for.
Good to know
- Products you have not added are not tracked: an order for them is never blocked and no stock is reduced.
- Stock only changes through orders placed with the agent, your edits here and what you tell the agent — it does not sync with a shop till or website.
- Low-stock alerts are not pushed to you: you see them in Inventory, in the Copilot, or by asking the Inventory agent. Nothing is emailed or sent to your phone.
Try sending
“Set Blue Widget stock to 40.”
“Check how much stock we have left of the medium boxes.”
Analytics Digest
Answers 'how did I do' questions from your real data — conversations, bookings, orders, invoices and payments, leads, credits — compared with the previous period. It answers when you ask; it does not send scheduled reports.
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.
How to use it & confirm it works Vendor only
For you, through Test Chat — customers cannot reach it. It answers when you ask; it does not send scheduled reports.
Set it up (once)
- Activate “Analytics Digest” under Capabilities (Plus plan). Nothing else to set up — it reads what your agent has already recorded.
As the vendor
- In Test Chat: “How did we do this week?”, “Summarise the last 30 days”, “Are bookings up or down compared with last month?”
- It reports customer conversations, messages, bookings, orders, quotes, invoices (billed vs paid), refund requests, support tickets, callbacks and new leads — always compared with the period just before, so “up 20%” and “down” are real statements.
As a customer: not available — customers cannot use this agent.
Confirm it works — vendor side
- Do something in the widget (book an appointment), then ask: the number goes up immediately — it uses live data, including today.
- Cross-check with the Analytics page and the Customer activity list in the Records tab: the counts match.
- A brand-new business with no customer activity is told so plainly, rather than shown made-up numbers.
Only you (the vendor) can see or do
- All of it: business figures, money amounts and trends are never shown to customers.
Good to know
- Your own Test Chat conversations are not counted as customer conversations.
- Money shown is invoiced and paid amounts and order values your agent recorded; it is not a full accounting report.
- Scheduled or emailed weekly digests are not built.
Try sending
“How did my agent perform this week?”
“Give me a summary of the last 30 days.”
Staff Helpdesk
Internal Q&A for the vendor's own employees against the business's trained SOPs and policies (same knowledge base as 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.
How to use it & confirm it works Vendor only
For you and your team, through Test Chat — customers cannot reach this agent.
Set it up (once)
- Activate “Staff Helpdesk” under Capabilities (Pro plan).
- Training → Type or paste text: add your SOPs and policies, e.g. “Staff get one paid day off per month. Report damaged parcels to the supervisor within 1 hour.”
As the vendor
- In Test Chat: “How many days off do staff get?” or “What’s the rule for damaged parcels?” — answers come only from what you trained.
As a customer: not available — customers cannot use this agent.
Confirm it works — vendor side
- The answer matches your text; ask something you never trained and it says it doesn’t know.
Only you (the vendor) can see or do
- This agent, and the policies you train for it.
Good to know
- There is one knowledge base per business. Anything you train is also available to your customer-facing agent, so do not add confidential staff-only information.
Try sending
“What's our procedure for handling a damaged parcel claim?”
“What's the opening/closing checklist for the front desk?”
Recruitment Screening
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.
How to use it & confirm it works Vendor only
For you, through Test Chat — screening runs on your decision, not in a public chat. Applicants never see this agent or its notes.
Set it up (once)
- Activate “Recruitment Screening” under Capabilities (Pro plan).
- Optional: Training → Type or paste text: your open roles and their requirements, so the agent screens against your real criteria.
As the vendor
- In Test Chat: “I’m hiring a delivery rider — must have a bike and know Lagos. Screen this applicant: Emeka Obi, 3 years riding, owns a bike, [email protected].” It gives a shortlist / needs-more-info / screen-out recommendation with reasons and saves a record.
- “Book an interview for APP-… next Tuesday at 10am and email him the invitation.” — only shortlisted applicants, only future times, and never at a time already taken by another interview or booking.
- It never decides hiring: you set “Hired” / “Not hired” yourself.
As a customer: not available — customers cannot use this agent.
Confirm it works — vendor side
- Records tab → Customer activity → Applicants shows each applicant with a reference (APP-…), the role, status and the reasoning; change the status from the dropdown. The Copilot also reports applicant counts and upcoming interviews.
- Screening the same person for the same role again updates their record instead of adding a duplicate, and never overwrites a status you set yourself.
- If you ask it to email an invitation and the applicant has an email, they receive it; without an email it tells you so.
Only you (the vendor) can see or do
- Applicant records, the screening reasoning and interview times. Nothing here is visible to customers or applicants.
Good to know
- It screens on job-related skills and experience only, and will not use age, gender, religion, tribe, marital status, pregnancy or disability.
- It works from what you paste into chat; it does not read CV files, and there is no public “apply” form yet.
- Interviews are recorded and can be emailed; they are not added to an external calendar, and the applicant’s reply is not tracked.
Try sending
“Screen this applicant for the Delivery Rider role: [paste their answers].”
“Shortlist candidates who meet the minimum requirements for our rider position.”
Documents & Compliance
Document Generator
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 on the spot from the details you give. Every document is saved under the Records tab and comes with a private share link the customer can open, print as PDF, or download as a Word file.
How to use it & confirm it works Vendors and customers
Set it up (once)
- Activate “Document Generator” under Capabilities (Plus plan or higher).
- Make sure FRONTEND_URL on your server is your public website address so links point to the right place.
As the vendor
- In Test Chat: “Generate a receipt for order #123: 1x Widget A, ₦5,000 total.” or “Draft a service agreement with Acme Ltd.”
- Records → Documents lists every document with Open, Copy link and Renew link.
As a customer
- Ask for a receipt, quote, invoice, contract or proposal and give the details in the same message.
- The agent shows the document and gives a private link; the page can be printed / saved as PDF, or downloaded as Word or text.
Confirm it works — vendor side
- Ask for the same receipt twice — you get the same link, not a duplicate in Records.
- Open the link in a private window: it works without logging in. Renew it after it expires.
Confirm it works — customer side
- The link in chat opens the document exactly as shown; the Word download opens correctly.
Only you (the vendor) can see or do
- The full list of documents, and renewing expired links.
Good to know
- Links are private but unauthenticated: anyone with the URL can open it. They expire after 90 days unless renewed.
- Contracts are drafts with [placeholders] for unknown details — have them reviewed before signing.
Try sending
“Generate a receipt for order #123: 1x Widget A, ₦5,000 total.”
“Draft a simple service agreement for a monthly delivery contract with Acme Ltd.”
Compliance/Consent
Collects a required consent or intake form for regulated business types (healthcare, childcare, fintech) before proceeding further.
When to use it: Once activated, customers are asked for consent — the exact wording from your knowledge base — before booking, ordering or any other service that collects their details, then carried straight back to what they wanted. Every consent (or decline) is saved permanently under the Records tab, and a returning customer is not asked twice. Important for regulated businesses like healthcare, childcare or finance.
How to use it & confirm it works Vendors and customers
Set it up (once)
- Activate “Compliance / Consent” under Capabilities (Pro plan).
- Training → Type or paste text: add your consent statement in your own words, e.g. “I consent to Isaac Courier collecting and using my name, phone number and delivery details to arrange my booking or order.” The agent only uses wording you have added — it never invents legal text.
- Optional: add “Intake form: https://…” and it is sent after consent.
- Until you add the statement, the Capabilities card shows a “Needs setup” warning.
As the vendor
- Records → Consent records lists who agreed or declined, when, and on which channel. Export CSV for your own files.
As a customer
- Ask for a booking, order, quote or refund. The agent shows your consent statement and asks for a clear yes or no.
- After a yes the original request continues; you are not asked again in later conversations.
Confirm it works — vendor side
- Each “yes” or “no” appears in Consent records with the customer’s name/number if given.
Confirm it works — customer side
- Answering “no” stops the request politely; general questions still work.
Only you (the vendor) can see or do
- Consent records and the CSV export.
Good to know
- Consent is the customer’s typed “yes”; there is no e-signature.
Try sending
“I'd like to book an appointment.”
“Yes, I consent to the data processing terms. I am over 18.”
Core / Always-On
Escalate to Human Agent
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.
How to use it & confirm it works Vendors and customers
Set it up (once)
- Always on. Nothing to set up. Watch the Inbox tab in the app for waiting conversations.
As the vendor
- Inbox lists conversations waiting for a person. Open one to read the whole chat, Claim it, reply, then hand it back to the AI.
- Your reply is delivered to the customer on their own channel (WhatsApp, Messenger, Instagram, SMS, Telegram) or live in the website widget.
As a customer
- “I want to speak to a real person.” The agent says a team member has been notified, and stops answering until a person takes over.
Confirm it works — vendor side
- The conversation appears in the Inbox with the reason. After you reply, the customer receives your message.
Confirm it works — customer side
- While waiting, further messages get one short “a team member will reply shortly” (not repeated every message) and no AI answers; your reply then arrives in the same chat.
Only you (the vendor) can see or do
- The Inbox and every handoff reason.
Good to know
- New-message alerts appear only when you open or refresh the Inbox — there is no push or email alert yet.
- Customers’ messages during a handoff are saved for you but not answered by the AI.
Try sending
“I want to speak to a human.”
“This isn't working, let me talk to someone real.”