Ir al contenido
Yedran help

How Lucía decides: answer, check herself or hand over

Esta página aún no está disponible en tu idioma.

How Lucía decides: answer, check herself or hand over

Lucía answers a customer only with what your business has documented, and she checks every reply against that material before sending it. This matters because you can trust what she says and know why she stops.

How it works

For every customer message, Lucía follows the same sequence.

  1. She reads the message and the recent conversation, so she knows what the customer is asking.
  2. She gathers material. She searches your knowledge base. She also reads the customer’s own records, such as their orders and bookings, when your workspace allows Lucía to use them.
  3. She decides what to do. She picks one of three stances: answer, ask a question, or hand over to a person.
  4. She writes a draft for that stance, using only the material she gathered.
  5. She checks the draft claim by claim. Each statement in the draft must be supported by the material. The draft must also answer the question the customer asked.

If the material does not cover the question, Lucía can gather more before she decides. She does this a limited number of times, so a reply never waits on an endless search.

The three stances

Each stance has a clear trigger.

  • Answer. Lucía answers when the material settles what the customer asked, or shows that the thing is not on file for that customer.
  • Ask. Lucía asks one question when she needs a detail from the customer before she can answer, such as which service they mean.
  • Hand over. Lucía hands over when only a person on your team can settle the request.

When Lucía hands over

Lucía hands over a conversation in two ways: at once, or after she has tried to help and the customer accepts a person.

Handovers that happen at once

These cases skip the attempts. The console shows the reason on the conversation as a labelled note.

  • The customer asks for a person. When a customer asks to be put through to a person or to stop talking to Lucía, Lucía first checks your material. When it settles part of what was asked, she answers that part, then hands over. The note reads Explicit request. A question about how to reach your business, or a question that only uses the word person, does not count: Lucía answers it from your material.
  • The customer is abusive or angry. An abusive or threatening message, or very negative tone two messages in a row, hands over. The note reads Very negative.
  • Lucía keeps failing to understand. After several messages she cannot read, she hands over. The note reads Repeated failure.
  • The account needs a person. A customer’s account request that Lucía cannot read for them hands over. The note reads Account request needs a human.
  • A step needs a person. A booking or an order must be completed or changed by someone on your team. The note reads A booking or an order needs a person to complete or change it.
  • Nothing covers the question. Your knowledge base has no article on the topic. The note reads Nothing in the knowledge base covers this.
  • Sources conflict. Two pieces of your material contradict each other. The note reads Sources contradict each other.
  • A recent correction contradicts the article. A colleague’s newer answer disagrees with an article Lucía would cite. The note reads Cites an article a colleague’s newer answer contradicts.
  • The check fails twice. Her draft, and then her rewrite, contain a claim your material does not support or do not answer the question. The note reads A claim the material does not support or The draft did not answer the question asked.

Handovers after attempts

When Lucía lacks a fact, she first tries to help. She says what she knows, asks a question or offers the nearest option. The note reason for this case is Answer needs a fact the material does not hold.

  1. Lucía keeps trying for up to three messages in a row. The workspace setting Turns before offering a person changes this number, from 0 to 5. You find it in System, in the AI agent group.
  2. After those attempts, Lucía offers to put the customer through to a person. She does not hand over yet.
  3. When the customer accepts, Lucía hands over. When the customer declines or changes the subject, the count starts again and Lucía keeps helping.

A customer who asks your team to contact them skips the attempts and gets the offer at once.

When the material settles part of a question, Lucía answers that part before the handover.

When nobody on your team can take the conversation, Lucía does not hand over. She tells the customer plainly what she cannot settle here.

How the check works

The check is the only gate between a draft and the customer. It reads each claim in the draft and compares it with the material.

  1. When the draft passes, Lucía sends it.
  2. When the draft fails, Lucía rewrites it once. The rewrite sees what the check found wrong and which claims lacked support.
  3. The rewrite goes through the same check. When it fails too, Lucía hands over instead of sending.

No pattern or keyword list decides what a reply may say. Lucía does not send a price, date, link or promise that the material does not support.

Who decides what

You control what Lucía knows, and the check controls what she says.

  • You keep the knowledge base accurate and resolve conflicting articles. Lucía cannot state what you have not documented.
  • Lucía chooses the stance for each message from the material in front of her.
  • Your team takes every conversation Lucía hands over, with a written summary of what she knows. Lucía does not guess to avoid a handover.