AI answers first. People own the outcome.
ACT answers your customers from your own knowledge base, at any hour. When a chat needs a person, it hands off with the reason, a summary and the customer’s mood, and your routing finds someone to own it.
Running customer conversations for WhatsApp-first businesses
ACT answers first. A person owns the rest.
Most questions end with ACT. The ones that need a person reach them with the work already done.
A red LOS light needs a technician. ACT does the first checks, then passes the customer on with everything it learned.
- Ticket in the Technical queue, priority Urgent
- Reason, summary and mood at the top
- Mercy’s first-reply target starts now
No “can you explain again?” The note says it all.
Find tickets the way you’d ask a colleague.
Press ⌘K and type what you’re looking for in plain words. Mood and urgency read by AI sit on every ticket, so you can filter by them too.
A quick note in, a good reply out.
Type it fast, then let AI tidy it up. Your agent always reads it and presses send. Try the buttons.
hi wanjiru sorry for the trouble we found a problem in your area team is fixing it you will be back by 1pm
The documents ACT answers from are the same ones your team links to tickets from the Knowledge Base tab. Improve one, and both get better.
Change your Wi-Fi passwordRouter lights explainedHow to pay with M-PesaWhat to expect at installationAI support questions.
What teams ask before they let AI answer their customers.
Ask ACT, running on this site, or bring your top ten questions to a 20-minute Workflow Review.
Questions your knowledge base answers well: how-tos, prices, opening hours, how to pay, what to expect. You add the documents, and ACT answers from them in the customer’s chat.
When the customer asks for a person, or when the conversation needs something it can’t do, such as sending a technician. The handoff puts the ticket in your queue with the reason, a summary and the customer’s mood.
No. The person who picks up the ticket sees the full conversation and the AI summary at the top, so they can carry on where ACT stopped.
Yes. In the reply box your team can generate a reply, fix the grammar or improve the writing before sending, and add a good answer to the knowledge base so ACT can use it next time.
Your team. Every ticket ACT can’t solve has a person as its owner, with response targets running, and every change to the ticket is recorded in its events.
Let AI take the first reply and keep people in charge.
Share your common questions and where your team needs to step in. We’ll set up ACT, the knowledge base and the handoff.