Which enquiries does it pass on?

The ones you tell it to, such as refunds, complaints or anything it can't answer from your content. You set this by telling Lexey, and can change it at any time.

How do we see what it handled itself?

Every conversation is kept in Conversations, with search and filters, and each one is quality-checked. Lexey's Home briefing points out the conversations that need your attention.

Can it send hand-overs to our other tools?

Yes. As well as email, it can send each hand-over to your own URL as a webhook, so you can create a task or ticket in another tool.

Can it check an order's status?

With the API connector skill, it can look up live data in your own systems during the conversation, such as an order's status. It only reads data.

Use case

Triage support enquiries before they reach your team

Lexey answers routine support questions itself and gathers the details your team needs for everything else. Only the issues that need a person reach you, by email with the customer's details and the whole conversation, so a small team can keep up without a helpdesk.

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My e-bike won't turn on after charging.

Tidewell CyclesAI

Sorry about that. When it's on the charger, is the light on the battery green?

No light at all. Order TW-2041.

Tidewell CyclesAI

Thanks. That needs the workshop, so I've passed it on with your order number.

Passed to the team. They'll follow up with you.

How it works

How it sorts an enquiry

Routine questions answered, the rest passed on with what your team needs.

How do I reset the bike computer?

Tidewell CyclesAI

Hold the mode button for five seconds until the screen flashes, then let go.

Answers routine questions itself

How-to questions, opening hours, delivery times and policies are answered straight away from your content.

My order hasn't arrived.

Tidewell CyclesAI

I'll look into it. What's your order number and the email you ordered with?

Gathers the details first

Before passing anything on, it asks for what your team would ask for: an order number, the email used, or your own questions.

From Lexey09:41

[Escalation] Wants a quote for 12 fleet bikes — sam@example.com

Sam runs a delivery firm and asked about bulk pricing. Contact details are in the conversation.

Passes on only what needs a person

You decide what gets handed over, such as refunds, complaints or anything it can't answer. Each one arrives as an email with the full conversation.

Examples

What it sounds like in your business

Examples of the support enquiries small businesses get, and how the agent sorts them.

Example · Trades and home services

The new tap you fitted is dripping.

Your agentAI

Sorry about that. I'll pass it to the team. When was it fitted, and what's the address?

Logs call-backs with everything the technician needs.

Example · Specialist retail

Where's my order?

Your agentAI

I'll check. What's your order number?

Handles order questions and sends faults to the right person.

Example · B2B suppliers and manufacturers

The part we received is the wrong size.

Your agentAI

Sorry about that. What's your order number, and which part did you expect?

Sorts order problems before they reach your account managers.

Example · Tourism and hospitality

I need to change my booking date.

Your agentAI

I can pass that on. What's the booking name and the new date?

Takes booking changes and lost property reports.

How it decides what to pass on

You tell Lexey when the agent should hand over, such as for refunds, complaints or safety issues, and it follows those rules alongside saying when it doesn't know. Every conversation is quality-checked, and a missed hand-over is flagged so you can tighten the rules.

Where it isn't the right fit

Lexey sends hand-overs by email or webhook; it doesn't track them as tickets with owners, statuses or deadlines. If your team works shared queues like that, keep your helpdesk, or send Lexey's hand-overs into it with a webhook. It also doesn't hand a live chat over to a person mid-conversation; your team follows up by email.

Questions

Common questions

Which enquiries does it pass on?: The ones you tell it to, such as refunds, complaints or anything it can't answer from your content. You set this by telling Lexey, and can change it at any time.
How do we see what it handled itself?: Every conversation is kept in Conversations, with search and filters, and each one is quality-checked. Lexey's Home briefing points out the conversations that need your attention.
Can it send hand-overs to our other tools?: Yes. As well as email, it can send each hand-over to your own URL as a webhook, so you can create a task or ticket in another tool.
Can it check an order's status?: With the API connector skill, it can look up live data in your own systems during the conversation, such as an order's status. It only reads data.

Keep reading

Answer enquiries after hours Docs: quality assurance Docs: webhook events Do you need a helpdesk?

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Triage support enquiries before they reach your team

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Where it isn't the right fit