A customer starts the conversation
The message arrives from a connected channel and is matched to the correct workspace and customer.
How it works
A clear path from message to resolution.
The customer starts in a familiar channel. ugnAI organizes the request, applies your rules, handles the safe first steps, and brings in a human before judgment is required.
Log inCustomer request flow
A controlled path from message to action
Messenger
New booking question
Ticket
Customer and channel matched
Workflow
Booking intake selected
AI
Date and service collected
Agent
Availability confirmation needed
The operating flow
Each step leaves the next person with more context, not less.
ugnAI creates the working record
The conversation becomes a ticket with channel, customer, status, timestamps, and the original message.
Rules determine what happens next
AI instructions, approved knowledge, active workflows, usage limits, and handoff rules are evaluated.
AI handles the repeatable work
It can answer an approved question, collect one missing detail, classify the request, or update permitted fields.
A human takes over when required
The AI stops. The agent receives the conversation, collected fields, summary, customer history, and next action.
Automation is useful only when the boundaries are clear.
Only published knowledge is used for factual answers.
The AI asks for one missing detail at a time.
Sensitive or unknown cases can be routed to a human.
AI cannot continue after a confirmed handoff.
Backend rules enforce limits and permissions.
Agents retain the full conversation and ticket context.
What the AI sees is controlled by the workspace.
Approved knowledge
Published answers and business information
Active workflow
The questions and fields required for this request
Recent conversation
Only the context needed to respond coherently
Ticket details
Status, customer, fields, and prior collected values
Build the first flow
Start with the customer request your team sees most often.
Configure one workflow, connect one channel, and test where AI should help and where a person should take over.