Draft: this guide describes a feature customers can't use yet, so production leaves it out.
What the AI agent does
The AI agent answers calls on your lines, looks things up, and keeps the thread, so your team can do the part only people can.
The AI agent works the same conversations as your team, for your team. It never stands in for a person who knows the customer: it takes the notes, looks things up and keeps the thread, so whoever picks up next has everything.
On a call
- It answers. On each line it greets the caller for that line, such as “Hi, you’re through to support. What can I help with?”
- It looks things up, and shows what it found under What Soja found: an order, a quote, the next free slot.
- It can text the customer something they asked for, like a tracking link or a copy of an invoice. Those texts carry its seedling in the thread.
- It writes the summary. When the call ends, the thread gets the call with a short summary of what was said.
When it isn’t sure
The agent doesn’t guess. When a call needs a person, it asks for a rep, tells the caller who is joining and why, and stays on the call while you join. See When the AI agent asks for a rep.
When nobody can answer
It takes a callback request and tells the caller when to expect your call. See How callback requests work.
Where you see it
In the app it goes by Soja, and its avatar is a seedling on lime. A green ring means it’s on a call; a ring that pulses means it’s asking for a rep.
Updated