Sound on
both sides.
Start with the symptom.
Find the relevant check.
One-sided audio
Check audio balance, then confirm whether sound plays in both earcups.
EmilySAMPLE WORKFLOW
SUPPORT / REPLACEMENTReady for a replacement.
Check the details. Follow the policy. Confirm the next step.
- Order & warrantyCoverage active
- Replacement stockAvailable
- Customer confirmationRequired before action
Your headphones are covered and a replacement is available. I can arrange it and send the return instructions. Shall I go ahead?
Knowledge that answers.
Use the product guides, help articles and policy documents your team maintains. Ask follow-up questions when the situation needs more detail.
Explore the knowledge and playbooksSound on
See the work behind the reply.
Review the conversation, the data used and the actions taken in the Emily Portal.
Test before you release.
Check updates in a testing environment and choose which version goes live.
Chat
Useful help, in the moment.
Emily
Can I return my order?
I can help. Let me check the order and your return options.
Order details checkedClear replies. A useful next step.
Re: Your return request
EmilyCustomer support
Your order is eligible for a return. Here are the instructions and what happens next.
Voice
A natural conversation. A clear path.
You’re speaking with Emily
“Let’s check that together.
What do you see on the screen?”
Explore channels
HelpdeskOrder systemKnowledge
01 / INTEGRATE
Connected to your world.
Give Emily the facts and approved actions to carry the request through.
Explore IntegrateYOUR PLAYBOOK
Handle a replacement
Check the warranty
Confirm availability
Ask the customer
Ready to test
02 / BUILD
Shaped around your business.
Define the decisions, language and handoffs that make the service yours.
Explore BuildBEFORE
Your order is delayed.
A CLEARER REPLY
Your order is delayed. Here’s where to track it.
A useful next step03 / OPERATE
Better with every review.
See what customers need, find the gaps and improve the next conversation.
Explore Operate
Do we need a new helpdesk?
Emily works with your existing helpdesk and connected business systems. During scoping, we map the data, permissions and actions needed for the customer tasks you want Emily to handle.
Can Emily take action as well as answer?
Yes. With the right integrations and approved workflows, Emily can check records and perform permitted actions in your systems. The scope and rules are configured for your business.
What happens when a person is needed?
Set the handoff points in Emily’s playbooks. When a request needs your team, Emily can route it with the conversation and relevant context so the next person has a useful starting point.
What can our team use today?
Today, the Emily Portal supports configuring workflows, reviewing conversations, testing and releasing updates. AI-prepared changes and the Emily Assistant shown above are planned capabilities. People remain responsible for approving what reaches customers.
