Inbox and copilotIn development
For the few cases that need a person
Ray will try to resolve every question in the chat. When a conversation needs someone from the team, it will reach the inbox with the reason, the context and a draft from Ray with its sources, ready to review.
Early access with hands-on help from the team. Ray is in development.
Illustrative example of the inbox: a conversation with a sensitive topic at the top, two resolved by Ray and one where the customer asked for a person.
Illustrative example with sample data. Lumora is a fictional brand.
When a person steps inIn development
Three cases, and no others
Outside these cases, Ray will stay in the conversation: it will ask for the missing detail, guide step by step and look up account data, read-only.
A sensitive topic on the list
Ray will send the fixed holding message, will not answer the topic on its own, and the conversation will arrive with a draft.
An explicit request from the customer
The request will always be honored, at any point in the conversation, even when Ray has the answer.
No source, after clarifying
Ray will say that nothing is published on it, will offer a person and will log the question as a content gap.
If the check before sending fails, the reply will not go out: the conversation will also go to a person, with the draft flagged. The list of sensitive topics will be set in Ray agent.
Case contextIn development
Every handoff will arrive ready to answer
No one will have to ask the customer to repeat the question: the reason, a summary, the data looked up and a draft with its sources will sit beside the conversation.
Illustrative example of a handed-off conversation in the inbox: the customer’s message, the handoff notice for a disputed payment, a Ray draft with its source and buttons to approve, edit or reject, and on the right the context: summary, assignee, signed identity, read-only order and history.
Illustrative example with sample data. Lumora is a fictional brand.
CopilotIn development
A draft you can adjust, edit and rate
Every handoff will include a draft written from the published sources. The team will decide what is sent, and each decision will improve the test cases.
Regenerate with an instruction
Short requests such as “shorter” or “more formal”, without starting over.Edit before sending
A person will decide the final text; the edit will be logged.Reject with a reason
A rejection with a correction will become a proposed test case, without personal data.
Illustrative example of the panel to rate a draft: instructions to regenerate it, options to approve, edit or reject, and a rejection with a reason and a correction that will become a proposed test case.
Illustrative example with sample data.
Take over and hand backIn development
A person joins the chat with the same sources
Anyone on the team will be able to take over a conversation at any time, and Ray will stay silent until it is handed back. In the console they will see what Ray replied and where it came from; the customer will still see only written replies.
Illustrative example in two panels. The customer sees Ray’s reply, the notice that a person joined and that person’s message. The team sees in the console the cited article, the read-only order data, that Ray went silent and the buttons to hand the conversation back.
Illustrative example with sample data. Lumora is a fictional brand.
Assignment and statesIn development
Every conversation has a state and an owner
The states will be the same for the whole team, and the inbox will show first what is waiting for a person.
- With Ray
Ray will handle the conversation. The team will see it in the inbox and will be able to leave internal notes.
- Waiting for a person
Handed off with the reason, a summary and a draft. Ray will have sent the holding message and will stay silent.
- With a person
Taken from the queue or assigned to someone on the team. It can be reassigned, released or handed back to Ray.
- Closed
Resolved by Ray, closed by the team or for inactivity. If the customer writes again, a linked conversation will open.
- Take over the conversation
- Assign
- Release to the queue
- Hand back to automatic replies
- Close
Views
Today, mine, unassigned, all, waiting on the customer, resolved by Ray and closed. It will also work in a phone’s browser.
Notes and saved replies
Internal notes that only the team will see, saved replies, conversation search and each customer’s history.
After hours
If no one is online, the customer will get an honest notice about the wait, and the reply will continue by email, in the same thread.
Presence and alerts
Each person will show whether they are online, and new assignments and handoffs will reach the right person as an alert.
See the inbox with the company’s own cases
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.