One intent
Close the Auto lane for a single intent and leave everything else alone. Useful the morning a promotion goes wrong.
See what the AI is doing right now
A board of every conversation the AI is handling this second — the lane it is in, what it thinks the customer wants, and whether its confidence is holding up. Watch one, whisper to it, or take it.
The live board is for leads and above.
Live · AI active 3 conversations
Mara Ellis
0.94 Auto Jonah Reed
0.71 Draft Ana Serrano
0.52 Route
Ana’s confidence fell twice in a row, so the conversation stepped down to Route on its own.
Watch a conversation change lane, and then take it
A lane is not a setting somebody chose this morning. It moves while you watch, always toward a person, and the board says why.
Live · AI active
Auto
Mara Ellis Chat · order_status 0.94
Tom Veer Chat · order_status 0.96
Draft
Mara Ellis confidence fell twice 0.48
Jonah Reed Email · refund_request 0.71
Route
Mara Ellis asked for a person waiting
Mara Ellis Priya took it over live
Ana Serrano Voice · billing_question 0.52
The AI is answering this one on its own. In Draft the AI still writes; a person sends. In Route the AI proposes no actions at all. The AI parked its procedure exactly where it was.
Example data. Every step down is an event on the log, with the reason that caused it.
- Three lanes, live. Mara’s order question is in Auto and the AI is answering it.
- Her confidence falls twice in a row, so the conversation steps down to Draft on its own.
- She asks for a person, and it steps down again to Route. Nothing ever steps it back up.
- Priya barges in and takes it, with everything the AI had already gathered.
Watch a conversation without interrupting it
One click opens the thread as it is happening. What you do next is a choice about how far in you want to go.
- Nothing changes
Watch
The thread streams in. On a call you get a bar with the elapsed time and the transcript as it is spoken. The customer sees nothing different, because nothing is different.
- The AI hears you
Whisper
Send the AI a line only it can see: “offer store credit, not a refund”. It arrives as an instruction with your name on it, for exactly one turn, and the reply is checked against it before it goes out.
- You have the customer
Barge in
Take the conversation, mid-sentence if you have to. The AI stops speaking, parks its procedure where it was, and the conversation is yours — in the Route lane, with everything it had gathered.
A whisper is never pasted onto the customer’s words. It travels as a separate, trusted instruction, and the check that runs before every outbound message includes “does this reply actually do what the supervisor asked”.
Three brakes, and pulling one is on the record
Something goes wrong at four in the afternoon and you need the AI to stop doing one specific thing. You should not have to reason about a config file to make that happen.
One tool
Stop the AI proposing one action — refunds, say — while the rest of the conversation carries on as normal.
Everything, to Draft
One switch puts every conversation in the workspace into Draft. The AI keeps writing; nothing sends until a person approves it.
Pausing is an owner and admin action, and every pause is written to the audit log with who did it and when — so is every resume. A brake you cannot account for afterwards is not a control, it is a rumour.
When a connected system starts failing, the board says so
Every integration the AI calls sits behind a breaker. When one starts erroring, the breaker opens, the board shows it, and conversations that needed that system move toward a person instead of retrying into a wall.
A tool that fails is one of the things that steps a lane down. The customer gets a person rather than an apology loop, and you find out from a board rather than from a complaint.
The same is true of a tool whose definition has changed underneath you: it is suspended in every lane until somebody has looked at it, and a conversation that needed it becomes a task for your team rather than a dead end.
Integrations
ordershealthy
paymentshealthy
shippingbreaker open
Four order-status conversations moved to Route while shipping is down.
Example data. The board shows your own integrations and their real state.
AI First. Human Always.
Put the AI in front of every conversation, and keep your team in charge of everything that matters.