Features
An AI agent that follows your steps, not only answers
Write a process as you would explain it to a new colleague. The AI agent follows it, asks for the details it needs, looks things up in your own systems and hands over when a person should take it. Account details can wait for a check that the customer is who they say.
Get startedProcedures and data connectors on the Pro, Agency and Enterprise plans. Keeping the customer panel closed until the customer is verified is on Enterprise.
Write it, test it, switch it on
- 1
Say when
Describe when the AI agent should use the procedure, and when it should not.
- 2
Write the steps
Things to do or say, choices, look-ups, a call to your system, a detail to ask for or keep, and a hand-over. Or let the AI draft it from a written process or past conversations.
- 3
Test it
Write test conversations with the answers your system would give, and what a good result looks like. They play in the background, and the procedure goes live only when all of them pass.
- 4
Know who is asking
The connectors read who is asking from Hivenza’s check, and the ticket shows whether the customer is verified.
What a procedure can do
The AI agent can only do what a step allows. The rest of its rules still apply.
- Steps
- Do or say something, choose between ways with if and otherwise, look something up in what it knows, and end the chat as solved or not.
- Data connectors
- A call to your own system, such as “find the order” or “check the balance”. You write the address, the details it needs and the fields it may read back. You can test the connection.
- Keys stay secret
- Keys go in headers only, are never shown again and never written to logs. Only public servers can be called.
- Details
- Ask the customer for a name, email, phone or a custom detail, or keep one on their contact for later steps.
- Waiting
- Wait for your team or another system to answer, then carry on, from the ticket or the API.
- Hand-over
- Pass the chat to a team or start a workflow. The AI agent also hands over by itself when someone asks for a person, is upset or goes in circles.
- The customer’s details
- A panel on each ticket shows what your own system knows (orders, account state, balance, subscription) with buttons that call it back, such as a refund or a resend. Shopify and WooCommerce are built in.
- Verified customers
- A customer counts as verified when signed in on your site or app, or after typing a one-time code sent to their WhatsApp. A connector can be set to refuse anyone who is not verified, and the ticket shows a “Verified” mark.
- Ask to prove it
- A teammate, or a workflow step, can ask a customer to sign in or enter a code. A setting that keeps the customer panel closed until then is on Enterprise.
On Pro, Agency and Enterprise
Procedures, data connectors and the customer panel come with Pro. AI credits are used as for any answer from the AI agent. Keeping the customer panel closed until the customer is verified is an Enterprise control.
Questions
Can the AI agent change things in our systems?
Only through the connectors you create and the steps you write. It cannot do anything a step does not allow.
Can it use details the customer types to open their account?
What a customer types helps look something up, but who they are comes from Hivenza’s check, never from what they say. A connector can refuse anyone who is not verified.
How is a customer verified?
By being signed in on your site or app, or by typing a one-time code sent to their WhatsApp number. Someone writing on WhatsApp is already known by their number.
How do I know a procedure works?
You write test conversations with the answers your system would give. They run in the background, and the procedure goes live only if they all pass.
What if it gets stuck?
It hands the chat to the team you chose, and asking for a person, a frustrated customer or a loop always hands over.
Let the AI agent do the routine steps
