Bring your own agent
Serene Resolve can run your own AI agent on your tickets, with the same checks and limits as ours.
Some teams already run their own AI agent. Serene Resolve lets it work your tickets through an API, inside the same rules as the built-in agent.
How your agent works a ticket
- It asks for the next ticket that is waiting, and the desk hands it one.
- It reads the ticket, the customer, and the procedures and actions it is allowed to use.
- It records each step it takes.
- It asks the desk to run an action, and the desk runs it under the same limits.
- It finishes with exactly one outcome: a reply, a reply that solves the ticket, a request for approval, or a handoff to a person.
It still never talks to customers
Your agent has no line to your customers either. Its replies go through the same gate as ours. Actions run on the desk’s side, so your agent holds one access key for the desk and nothing that could reach a customer.
A person can still step in
If someone on your team takes over, or the agent is paused, the desk tells your agent its work on that ticket has been cancelled. If your agent stops checking in, its ticket goes back in the queue.
It works with agents built on the Model Context Protocol, too.