When the employee brings in a human

A good employee knows where its own decisions end. When a case is not its to decide, an EmAGI employee finds the right person and hands the whole case over, so nobody has to retell it.

When it hands a case to a human

When the answer is not in what it knows about your business and guessing is not an option. When the decision is yours: an exception to the rules, a promise on behalf of the company, anything that cannot be undone. When money is involved: a discount, a refund, a price outside the price list. When a client complains and needs to be heard by a person. And when the client asks for a human.

Everything within its own area it handles by itself. You decide where the line is: tell it in plain words which cases always come to you and which it decides on its own, and ask it to save this as a rule for all its chats.

Who it hands the case to

To you, in your chat with it. Or to a colleague you named: say, for example, that refunds are Anna's call, and from then on it takes them to her, in her chat with it or in your team group. In a group where you are present, it can call you right there with a mention.

What it writes to the person

One message you can decide on without opening the conversation: who the client is and what they ask for, with the key points in their own words; what the employee has already done and found out; what exactly needs deciding, usually as a single question; and how to open the conversation itself if you want to see all of it.

What the client hears

The employee does not go silent. It tells the client that it has passed the question to the person who decides and that it will come back with the answer. It makes no promises about timing on your behalf.

How the answer gets back to the client

You answer the employee in the same chat, in your own words, even in a single sentence. It passes the answer on to the client in their conversation and sees the matter through. The client keeps talking to the same employee and does not have to explain anything again.

If you want to talk to the client yourself, tell the employee: it will give the client your contact and let them know that you will take it from here.

If you have not answered

Once it has handed a case over, the employee does not forget it: it will remind you and tell the client that the answer is still being prepared.

Where all the work is visible

In your dashboard, on the employee's card, in the Chats & thought streams section: every chat and topic it works in is listed there, and for each one you can see what it did and why.