Your AI team, on your terms.
L1 deflection
Automatically resolves low-complexity tickets based on existing knowledge.
Use case:
Deflect common “how-to” or informational queries for specific customer segments via email channel only. You maintain full control over which audiences this applies to.
Workflow condition:
If account = commercial and source = email → Enable Jamie’s L1 deflection
AI title generation
Generates concise, useful titles based on the ticket conversation.
Use case:
Enable title generation only for Slack channels tagged with #product-feedback. Keeps inbound feedback organized and readable for PMs.
Workflow condition:
If source = Slack and tag = product feedback → Enable AI title generation
Ticket summarization
Jamie reads entire conversations and generates quick summaries.
Use case:
Activate summaries only when tickets are escalated to Tier 2. Helps senior agents get up to speed fast.
Workflow condition:
If group = Tier 2 → Enable ticket summarization
Status updates
Jamie detects context and automatically updates ticket statuses (e.g., to “Waiting on customer”).
Use case:
Enable for customer-facing tickets to automatically reflect engagement status and improve SLA tracking. Jamie can shift statuses based on intent and replies.
Workflow condition:
If type = customer support → Enable status update flow
You can control:
This means agents don’t just act—they act intelligently within the bounds you define.