Answer customers faster
Faster answers through every sale and holiday
The support playbookBring every channel into one queue
Email, chat and forms in one help desk. Routing by topic, priority and skill.
Let the agent take the routine
The Customer Agent answers from approved content. You choose the topics it handles.
Give people the full picture
Orders, plan and history on every ticket. Summaries when the agent hands off.
Fix the content gaps
See which questions went unanswered. Write the missing articles once.
What’s included
What the Customer Agent can do
Approved answers
Replies only from the help content and records you allow.
Topic controls
Choose the questions it takes and the ones it always hands off.
Order and account lookups
Reads order, plan and account details from the Smart CRM.
Handoff summaries
Gives people a short summary and the full conversation.
Your tone of voice
Writes in your brand’s voice, in the customer’s language.
Review queue
Shows every conversation, so your team can check and improve its replies.
Retail
Built for stores, sites and everything between
Hourglass joins the channels your shoppers already move between.
Offers based on what people buy
Segment by order history, favorite categories and home store, and send offers that match.
- Segments from orders, categories and home store
- Offers that match the last purchase
- Approved before anything sends
Care that knows the order
Agents and people see orders, deliveries and returns on every conversation, so answers come quickly.
- Orders, deliveries and returns on every chat
- Routine returns booked by the Customer Agent
- Exceptions passed to your care team