Reads every new ticket from email or the portal: closes spam, answers customers who are inside a known outage or suspended for non-payment, raises real outages to high priority, tells a person about cancellations and hands billing and sales questions to the person or group you pick.
Draft replies for approval
For each new ticket, AI writes a reply from the conversation, the customer's balance and what monitoring sees. A person reads it, edits if needed and approves; only then it is sent.
Catch cancellation requests
Spots a customer who writes that they want to leave, in a new ticket or a reply, raises the ticket, leaves a short case summary and tells the person who handles retention.
Chase tickets nobody answered
Every morning, finds open tickets where the customer has been waiting more than a day without a reply, raises them and reminds the assignee, or the whole group when the ticket still waits in its queue.
Support
2 steps
Follow up after a suspension
When billing suspends a customer: text them how to pay, wait three days for the payment, email again, and after ten days open a ticket to call them or collect the equipment. Stops the moment they pay.
Billing
7 steps
Remind about overdue invoices
Three days after an invoice is due, sends the payment reminder, unless the customer is on autopay. If it is still unpaid five days later, texts the pay link.
Billing
4 steps
When a card payment fails, emails the customer the reason and where to update their card, then tells the office if nothing came in after two days.
Billing
4 steps
Handle "I will pay on Friday"
Notices when a suspended customer promises a payment date in a ticket, pulls out the date and amount, and asks a person whether to give them a three day grace period. Approved: service comes back and the customer is told.
Open an outage when a site stays down
When monitoring reports a host down, waits ten minutes for it to recover. Still down: opens an outage for everything behind it, tells the affected customers, alerts the team, and sends the all-clear when it is resolved.
Network
6 steps
Reach out when a customer stays offline
When a paying customer's connection drops and stays down for two hours with no outage in their area, opens a ticket with what monitoring measured, before they call you.
Network
5 steps
Retry failed provisioning
When a router or RADIUS refuses a service's settings, tries once more after ten minutes and opens a ticket for the network team only if it fails again.
Network
6 steps
Thanks a new lead by email within minutes, creates a call task for tomorrow, and flags the lead if it is still untouched three days later.
Sales
5 steps
Sends a portal invitation when a customer is created, and a week later a short "how is it going?" email that invites a reply.
Sales
4 steps
Remind before an invoice is due
Three days before the due date, emails customers who are not on autopay the amount and the pay link. Nothing is sent once the invoice is paid.
Billing
1 step
Remind before prepaid time runs out
Two days before a prepaid period ends, texts the customer. If the service runs out and is not topped up within three days, tells their reseller, or the office when they have none.
Billing
7 steps
Offer a bigger plan before the data runs out
When a customer has used 80% of the monthly data limit, emails them how much is left and when it starts over, and tells the office so sales can follow up.
Billing
2 steps
Remind the customer about a visit
The day before a technician visit, texts the customer the day and the time window. A visit moved to another time is reminded again.
Visits
2 steps
The day after a technician marks a visit done, asks the customer by email whether everything works. Their reply lands on the ticket.
Visits
2 steps
Catch online sign-ups that get stuck
When an online sign-up cannot go through on its own, tells the office and puts a call task on the lead for today.
Sales
2 steps
Warn a reseller whose wallet runs low
When a sale takes a reseller's wallet under the amount you set, emails them their balance and tells the office if they have not topped up three days later.
Resellers and stock
4 steps
Tell the office when stock runs low
When five units of an item are left in stock, tells whoever orders equipment. Pick the items to watch, or leave it on all of them.
Resellers and stock
1 step