Questions about AI agents

An AI agent is software that holds a conversation with a customer and takes action as a result of it. Unlike a scripted chatbot that matches keywords to canned replies, an agent understands what someone is asking, works within instructions and knowledge you provide, and can do things — book an appointment, write a record to your CRM, escalate to a person.

Realistically: answering routine questions, capturing and qualifying enquiries, booking appointments, following up on quiet leads, routing enquiries to the right person, and logging everything in a structured form. It is not a replacement for judgement, negotiation or relationship work.

Yes. Voice agents answer inbound calls, hold a natural spoken conversation, and either resolve the call or hand it to a person. They run on a telephony provider that supports programmable call handling, which we connect during the build.

Where your calendar or booking system offers an integration we can use, the agent books directly. Where it does not, it captures a complete, structured booking request for your team to enter. We establish which applies to your stack during discovery, before promising anything.

Yes, through the WhatsApp Business Platform. That requires an approved business account and a registered number in your business name. We guide you through what Meta requires and build the agent to WhatsApp messaging policy.

It can connect to any system that exposes an API or a supported automation route, which covers most mainstream CRMs. We confirm what is actually available for your specific setup rather than assuming an integration exists.

It escalates, using rules you define. That might be a live transfer, a structured message to your team, or a scheduled callback. An agent that says it will find out and hand over is far better than one that guesses, and we design for that.

From material you supply and approve — services, policies, pricing rules you are happy to publish, opening hours, FAQs, common objections and how you want them answered. The agent answers from that approved knowledge rather than from general assumptions about your industry.

It depends on scope. A single-channel agent answering questions and capturing enquiries is a much shorter build than a multi-agent system integrated with a CRM, a calendar and a phone system. We give you a timeline against your specific scope after discovery rather than quoting a standard number.

Yes. Most of the work is custom by nature, because the value is in matching your actual process rather than fitting your business to a template.

Yes. Knowledge, wording, qualification criteria and escalation rules are meant to change as your business does. We agree at the outset which parts you will maintain yourself and which we handle, and hand over documentation either way.

A conversation about where customer conversations or repetitive work are slowing your team down, and access to enough detail about your current process to map it honestly. Nothing needs to be documented perfectly before we start.