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Customer Agent
How it works
Set the topics it covers, the tone it uses and the moments it steps aside.
It replies in your customers’ channels using only your approved help content and their own records, and says so when it doesn’t know.
When a question needs a person, it routes the conversation to the right queue with a summary, so nobody asks the customer twice.
What’s included
Replies only from the help content and records you allow.
Choose the questions it takes and the ones it always hands off.
Reads order, plan and account details from the Smart CRM.
Gives people a short summary and the full conversation.
Writes in your brand’s voice, in the customer’s language.
Shows every conversation, so your team can check and improve its replies.
DocsFrom the Hourglass documentation
The site doesn't have a page for this yet, so here is the documentation, word for word.
Agents › Customer Agent › Handoffs and languages
The Customer Agent answers in 24 languages, including English, Spanish, French, German, Portuguese, Italian, Dutch, Japanese and Arabic. It replies in the language of the customer's message, and hands off in that language too.
This page has no blocks to explain.
The last 30 days of chat questions: how well the website answered them, and the gaps that keep coming back.
Open Content Intelligence ↗Pick a company, then a person, to see how each page changes for their role and industry. The companies are real; the people are fictional.
People