Use cases · SaaSIn development
Setup, billing and getting started, in the chat
Ray will guide each user with the exact names of the product’s menus and buttons, explain the plan and the next invoice from read-only subscription data, and leave the team only the cases that need a person.
Early access with close support from the team. Ray is in development.
Illustrative example of a fictional software product: five frequent questions. Ray will resolve four, two with read-only subscription data; the possible unauthorized access will go to a person.
Illustrative example with sample data. Lumora is a fictional brand.
Frequent questionsIn development
From the first setup to the monthly invoice
Ray will reply with the product’s published documentation, step by step and with the exact path to each screen, and with the user’s subscription data, read-only.
Settings
Users, permissions, integrations and settings, with the exact path, such as Settings › Team.
First steps
A short guide for someone who has just signed up, in the order the company publishes.
Billing
The current plan, the date of the next invoice and where to download each receipt.
A clarifying question before handing off
If the question is ambiguous, Ray will ask which screen or feature it is about.
Illustrative example: a user asks how to invite someone from their team and Ray replies with three numbered steps and the exact menu names; then they ask whether the price changes, Ray replies with read-only subscription data, and the user confirms it was solved.
Illustrative example with sample data. Lumora is a fictional brand.
TraceabilityIn development
What the team sees in the console
The customer will get the written answer, with no internal references. In the console, the team will see the cited article and its version, the subscription data looked up and the controls the answer passed.
Article and version
Each answer will be tied to the published article that backs it and to the version in force at that moment.
Data looked up
Which subscription detail was read, read-only, such as the plan, current usage or the invoice date.
Check before sending
Menu names, plan limits and dates checked against the published documentation. If something does not match, the answer does not go out.
Illustrative example of the record in the console, visible only to the team: the articles Inviting users to the team and Plans and limits, the subscription data looked up read-only, the check of menus, limit and date, and the non-sensitive topic controls.
Illustrative example with sample data. Lumora is a fictional brand.
Sensitive topicsIn development
What goes to a person in a SaaS
Ray’s base list will always stay on and each company will add its own topics, such as account security or plan changes for businesses. On those, the user will get a fixed holding message and the team the conversation with the reason and a draft.
Unauthorized access
A possible security incident will go over in full, with a supervisor alert.
Added by the companyDisputed charges and refunds
Unrecognized charges or requests to refund a billing period.
DefaultPersonal data and deletion
Requests to access, fully export or delete data.
DefaultAccount closure
A person will handle cancellations.
DefaultPlan changes for businesses
A topic the company adds: the sales team will take it.
Added by the company
Illustrative example. The user writes that someone logged into the account; they get only the fixed holding message. The team gets the conversation with the reason, a supervisor alert and a draft from Ray with its sources, to review before sending.
Illustrative example with sample data. Lumora is a fictional brand.
The team will handle these cases in Inbox and copilot; the list will be edited in Ray agent.
Read-onlyIn development
Ray walks through the product; it does not set it up for the user
Ray will be able to read the plan, its limits and the billing status to reply accurately. Changing plans, issuing a credit note or restoring access will stay with the team, in the company’s systems.
Without an identity signed by the company’s server, the user will be treated as anonymous and Ray will not look up their subscription data.
Ray will be able to look up
- The current plan, its limits and current usage
- The date of the next invoice and the status of a payment
- The published steps to set up each feature
Ray will never
- Change plans or issue refunds or credit notes
- Change the account’s permissions, owners or settings
- Restore access or turn off two-step verification
See Ray with the product’s documentation
A short conversation with the team that builds Ray to review the company’s case: frequent questions, existing knowledge, sensitive topics and a migration plan.