RRisolveo

How it works · six steps of one request

What happens between a customer's question and the result

The diagram below is not an illustration but a map of the platform: the same channels, the same nodes and the same order as in the code. Scroll through the steps — the map shows where the request is right now.

Teal — what the customer sees. Ochre — what stays inside the company.
Step 1 of 6 · customer channel

A question arrives

From the website, Telegram, email or WhatsApp. All channels merge into one conversation: the platform recognises a returning customer and continues their thread instead of opening a new one. The first message in every channel says honestly: you are talking to an AI assistant on behalf of the company.

In the cabinet: the Conversations section — the source, the customer's language, the full history.
Step 2 of 6 · inside the company

Evidence in your materials

Before replying, it looks for evidence in the knowledge base — in its own words, not the customer's: a question is rarely phrased the way the page is. A price, a date or a condition reaches the customer only as a quote with a link to the source. No evidence means no substantive answer.

Boundary: it reads internal materials but never shows them outside.
Step 3 of 6 · decision

Answer, clarification or handover

The three outcomes are equal. An answer when there is evidence. A clarification when the question reads two ways. A handover when someone else's work is needed, the customer asks for a person, or a stop phrase is said. The customer sees a handover as a normal support step, not a refusal.

In the log: every decision with its reason — you can see whether it worked or only looked busy.
Step 4 of 6 · inside the company

A task for the owner

When it cannot be resolved without a colleague, the bot creates a task — in Jira or in the cabinet — and finds the responsible person on the ownership map. The employee gets a notification in Slack, Telegram or by email: the gist of the question and a link to the conversation.

Ownership map: areas and people; without it a request would go to “everyone”, which means no one.
Step 5 of 6 · inside the company

A reminder and the specialist's reply

It follows up on a stalled task itself: it reminds the owner instead of waiting for the customer to write again. The specialist's reply from the cabinet goes back into the same conversation — the customer never has to retell the story.

Monitor: once a day it goes through stalled tasks and outdated pages.
Step 6 of 6 · customer channel

The result through the same channel

The answer goes back where the question came from: the widget, Telegram, an email or WhatsApp. A customer who returns a day later finds it in place. It counts as one conversation — a new session starts only after a day of silence.

Plan: a conversation is counted when the bot has replied; a handover without an AI reply is not counted.

Autonomy

Three modes — and Self has to be earned

A mode is not a promise in the settings but the set of tools the bot receives. In Observe it has no writing tool at all — a property of the design, not a checkbox.

Observe
It analyses the request, looks for evidence and explains in the log what it would do. People reply to the customer as before. Every company starts here.
tools: read only
Confirm
The reply lands as a draft in “Awaiting confirmation”. An employee sends, edits or rejects it — a rejected one goes to a person. This is how trust and acceptance build up.
tools: replies via drafts
Self
It replies directly. Enabled after acceptance: the cabinet measures the share of handovers by customer intent and says in numbers whether the bot is ready. Not available on Start.
tools: all of them, with limits on every action

Boundaries

What it never does

These four rules are not configurable. They are built into the platform and cannot be removed on any plan.

Never invents facts
A price, a date, a condition — only as a quote with a link to your source. No source means the question goes to a person.
Never turns a customer away
Out of plan conversations, an overdue payment, a stop phrase — the request is handed to an employee, not rejected.
Never hides that it is an AI
The first message in every channel says so plainly, in the customer's language. Disclosure is built into reply delivery.
Never takes internal material outside
It reads internal materials but shows the customer only what you published yourself — page by page.

See it on your own case in 15 minutes

One typical question from your customer — from arrival to result, on a live workspace.

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