Your assistant reads the entire thread
before it writes a word.
Not a chatbot bolted onto a helpdesk. A team member that reads, reaches for the right system, drafts the reply, and knows when to stop and hand off to you.
At a 40-person consumer brand, the assistant drafts replies on 73% of inbound tickets within 30s. Agents approve or edit. (Composite illustration.)
Order hasn’t arrived: order #8830
Customer · Maria B. · São Paulo · 1 message, 1 thread
- WhatsApp · inbound12:04Hi, my order still hasn’t arrived. It’s been six days now.
- Assistant · summary12:04Order shipped six days ago. Tracking stalled at distribution center for 48h. Likely lost in transit. Reaching store connector for replacement eligibility.
- Assistant · connector12:04Called store: replacement eligible under 7-day policy. Drafted reply, pending agent approval.
- Workspace · approval12:09@m.bennett approved the draft. Reply queued.
- WhatsApp · outbound12:09Hi Maria, we’ve expedited a replacement. Arrives Thursday by 6pm.
A real-looking ticket. The assistant reads the thread, calls a connector, drafts, waits for your call, then sends.
§ 02: the ledger
What it does
Nine jobs, one assistant,
your most tireless team member.
Reads like
- Assistant action
- Agent decision
- Customer message
01.
Reads the full thread.
Every conversation starts with complete context. The assistant reads the entire thread before it writes a word. It never asks a customer to repeat themselves.thread of 47 → 1 read
~2.4s · summarized
02.
Answers requests.
When a customer asks a question, the assistant drafts a reply, looks up an order, checks a policy, or pulls data from connected systems. The reply waits for an agent unless you say otherwise.draft · lookup · policy · fetch
How it works
A customer writes. The assistant reads, reaches, drafts, and waits.
§ 03: the walkthrough
Walkthrough · one ticket · ninety seconds
T+1:32 · resolved- 01Inbound · WhatsAppT+0:00
Customer message lands.
“Hi, my order still hasn’t arrived. It’s been six days now.” The thread opens. The clock starts.
- 02Assistant · readsT+0:02
Assistant reads the full thread.
Customer history, prior tickets, the last 14 days of context. Condenses it into a running summary with citations.
- 03Assistant · connector
§ 04: the reach
Connectors
Your assistant never invents a refund total. It reaches for the connector that knows.
Your store, your warehouse, your payments provider, your internal APIs. Each call carries a permission an admin granted and an audit trail a compliance team can read.
Connectors · marketplace
14 installed · 38 availableecommerce
Your store
orders · refunds · customers
ecommerce
Catalog
products · variants · stock
payments
Paymentsin flight
EU region · charges · disputes
logistics
Warehouse
shipments · tracking · returns
storage
Secure file storage
files · signed URLs · scan
identity
Identity provider
single sign-on · group claims
crm
CRM
contacts · lifecycle · notes
§ 05: the handoff
Handoff
When the assistant stops,
the next reader is not stranded.
The summary, the customer record, the actions in progress, and the reason the previous responder stopped all carry forward. No customer ever types "as I mentioned earlier" twice.
What carries forward
- Running summary
- Current intent
- Open actions
- Reason it stopped
Refund request: order #8830
Customer · Maria B. · third message · frustration rising
- WhatsApp · inbound12:04
I want a full refund. This is unacceptable, I’ve waited six days.
- Assistant · summary12:04
Order #8830 shipped 6d ago, stalled at distribution center 48h. Customer frustrated, third contact. Refund policy: 7-day window, eligible. Amount requires manager approval per policy
Configuration
You decide what the assistant may do, and when it should ask first.
§ 06: the controls
Confidence thresholds. Auto-reply toggles. Scheduled actions. Connector permissions. Every control lives in one place, every change is logged.
Assistant · controls
all changes loggedAuto-reply to customers
offWhen enabled, the assistant sends drafted replies directly if confidence meets threshold. Below threshold, the draft waits for an agent.
confidence threshold
0.85
0.00 · always hand off
1.00 · always auto-send
Scheduled actions
3 activeThe assistant runs these on a schedule. Each one opens tickets, drafts work, and waits for review.
- 09:00stale ticket sweep · every weekday
- +48h
§ 07: the audit trail
No black box
Every assistant action
is visible in the thread.
Every tool call is logged. Every handoff carries its reasoning. Every decision is explainable. You can audit everything, and so can your compliance team.
What gets logged
- Thread reads
- Connector calls
- Drafts and approvals
- Handoffs and reasons
Audit trail · ticket #4471
5 entries · hash-chained- 12:04:02read
Read thread
47 messages condensed to running summary. No customer data left the tenant.
- 12:04:04connector · store
Lookup order #8830
Permission: read orders. Returned 2 fields, 0 writes. TTL 30s.
- 12:04:06draft
Drafted reply · replacement offer
Cited policy §3.1 and order ETA. Held for agent approval. Auto-reply off.
Start with the assistant reading. Approve its first reply today.
No model lock-in. Use the accounts you already pay for, or run self-hosted.