The request-to-result flow
1
A customer asks
The request arrives by phone, chat, WhatsApp, SMS or social DM. The agent identifies the customer, intent and missing information.
2
The agent checks approved sources
It uses only the knowledge, integrations and tools you have made available—for example a CRM, calendar, order system or inventory service.
3
The agent applies your rules
Instructions define what it may answer, which actions require confirmation, when it should stop and when a person must take over.
4
The next action happens
The agent can book, update, look up, qualify, route, notify or trigger another approved workflow.
5
The outcome is confirmed
The customer receives a clear result. Your team can review the conversation, tool activity and outcome together.
Voice conversations
For a live call, the platform converts speech to text, sends the conversation and relevant context to the selected language model, applies your tools and rules, then returns the response through the selected voice. Call records can include the recording, transcript, extracted fields and outcome.Messaging conversations
For chat, WhatsApp, SMS and supported social channels, the platform keeps the same agent instructions and approved tools while adapting the response to the channel. A handoff should preserve the request and relevant context so the customer does not need to begin again.What you control
- The agent’s purpose, tone and initial message.
- The models and voices available under your plan.
- Knowledge sources, integrations and credentials.
- Business hours, disclosures and channel behavior.
- Tool permissions, confirmations and action limits.
- Human handoff and escalation rules.
- Retention and access settings available to your account.