💬
Customer Support Department
Never miss a message. Reply fast, escalate smart.
Missed calls, inbound emails, and chats — triaged, drafted, and routed instantly. Humans review sensitive replies; the rest keeps moving.
- ✓ Zero missed inbound leads
- ✓ Under-5-minute first response
- ✓ Escalations reach a human before frustration
Agents
Jamal
Missed Call Recovery
- · Detect missed calls
- · Draft SMS
- · Send after approval
Reese
Inbox Triage
- · Classify
- · Draft reply
- · Route to owner
Vox
Chat Agent
- · Live chat handling
- · FAQ resolution
Aya
Escalation Router
- · Detect negative sentiment
- · Page on-call
Workflows
- Missed call → SMS draft → approve → send → log
- Inbound email → classify → draft → approve → send
- Angry ticket → escalate to on-call human within 5 min
Approval policy
Reply to customer emailHuman approves
Human eyes on every outbound reply
Send SMSHuman approves
SMS is high-trust; humans review first
Escalate to on-callAutonomous
Speed matters more than approval
Dashboards
First-response time (median)
Time from inbound to first reply
Missed calls recovered
% of missed calls with a follow-up sent same day
Escalations
Volume + median time-to-human
CSAT (where measured)
Rolling 30d average
Mission templates
Recover this week's missed calls
highFor every missed inbound call this week, send a personalized SMS follow-up within 15 minutes.
Success: 100% of missed calls have a same-day SMS sent
- Pull call log
- Draft messages
- Approve
- Send + log outcomes