Social & Messaging Agent
Answers customers where they already are, across social and messaging apps, with the same grounded answers as every channel.
The Social & Messaging Agent handles support that arrives through social and messaging apps, where customers expect a fast reply in public view. It answers with the same approved knowledge used everywhere else, so the response is consistent no matter which channel the customer chose.
How it works
The agent reads the incoming message, grounds the reply in your knowledge through Answer, and resolves it through Autopilot, moving an account-specific request into a private channel where needed. Sensitive or public-facing cases are routed to a person through Assist, with Audit reviewing the exchanges.
Example requests it handles
- Sent you a message about my order.
- Is anyone able to help with this?
- Replying to your last message.
- Can you check on my request?
In your industry
- Answers social and messaging support fast, in public view, at consumer volume.
- Handles shopper messages across social and chat apps with consistent answers.
- Takes booking and care questions through the messaging apps customers prefer.
- Responds to student and parent messages on the channels they already use.
- Keeps social and messaging support consistent with every other channel.
- Answers citizen messages on public channels with a record of each reply.
In Auralis
Auralis runs this agent through Answer for grounded replies and Autopilot for resolution, moving sensitive cases to a private channel or a person via Assist and reviewing with Audit.