Every answer should be explainable before it is automated.
The customer support decision layer
Support that follows your rules.
Sensevia answers from approved knowledge, stays inside the authority you define, and brings a person in with the full decision trail when judgment is needed.
Approved knowledgeExplicit boundariesHuman handoff
Decision room · live example
I ordered the wrong size. Can I still return it after opening the package?
01 · EvidenceReturns policy v3 · opened items
02 · BoundaryReturn window ≤ 30 days; original condition required
03 · Next stepConfirm delivery date, then issue the approved return link
✓
Resolved within policyAnswer is grounded in the approved returns policy.
Know what informed it
Each response points back to approved organizational knowledge.
Know what it may do
Behavior stays inside explicit limits set by your administrators.
Know who acts next
Ambiguous cases arrive with context, not a blank ticket.
A visible decision record
Not a black box. A line of reasoning your team can inspect.
Sensevia records the evidence used, the rule that shaped the response, and the action chosen—so teams can review behavior with confidence.
Evidence
The returns policy allows opened apparel to be returned within 30 days when unworn and in original condition.
Returns policy v3 ↗Boundary
The agent may confirm eligibility and provide the return link, but cannot waive the 30-day limit.
Next step
Ask for the delivery date, confirm the item condition, then send the approved self-service return path.
Control what the agent knows—and does
Your knowledge. Your operating boundaries.
Administrators shape reliable behavior without handing the agent open-ended authority. Teams see the agents they are assigned; owners retain the full view.
Knowledge / controlled sources
Ground every answer in material your team approves.
Attach policies, help content, and operational guides. Keep their status and ownership visible instead of hiding them in a prompt.
Shipping and delivery
Operations · Reviewed 4 days ago
Product care FAQ
Support · Reviewed yesterday
Returns policy v3
Legal + Support · Reviewed today
Authority / explicit limits
Decide what is automatic and what remains human.
Rules make the handoff point intentional. Routine cases move quickly; judgment calls reach the people trusted to make them.
A handoff that carries the work forward
When judgment is needed, no one starts from zero.
The conversation arrives with a concise summary, relevant evidence, the boundary that triggered escalation, and a proposed next step.
Conversation / 04:12 elapsed
A competitor has this for less. Can you match it?
I found the pricing guidance. This request needs approval from the account team.
Yes, please connect me.
Customer need
Price-match request for an active business account.
Evidence
Enterprise pricing guide §4.2 and current account tier.
Boundary
The agent may explain published pricing; discounts require an authorized owner.
Suggested step
Review the competitor quote and select an approved commercial response.
From operating knowledge to active support
Set the rules once. Make them usable everywhere.
A focused setup path for administrators: connect knowledge, define behavior, grant access, and publish chat where customers need it.
Attach knowledge
Bring in the approved material that should shape customer answers.
Define behavior
Write clear boundaries for what the agent can resolve, ask, or escalate.
Assign access
Owners see the workspace; members see only authorized agents.
Publish chat
Install the customer-facing widget and operate conversations from one workspace.
Channel roadmap: keep the operating model consistent as new customer channels become available.
Chat · availableVoice · coming soonBuilt for operational ownership
Clear boundaries—from interface to service.
The dashboard manages workspace configuration and access. Core owns product logic and organizational rules. Secure service transport keeps those responsibilities explicit.
Organization-scoped boundary
Make support easier to trust
Turn your operating knowledge into consistent action.
Start with one chat agent, a clear knowledge set, and the boundaries your team already understands.