The Serene Resolve blog
How Serene Resolve works and why it’s built the way it is, in plain words.
We don’t take messages. We close tickets.
What Serene Resolve is, in plain words, and why it is built around tickets instead of messages.
How the three tiers work
Answered instantly, resolved by the agent, or handed to a person: what happens at each step, and how a ticket moves between them.
GuidesWhy the answer library goes first
Questions with a known answer get it straight away, from answers your team approved. Here is how the library decides, and how it grows.
GuidesThe topics the agent never handles alone
Money, complaints and anything sensitive always go to a person. Here is the list, and why it is kept as data.
GuidesWhat your team gets when the agent hands over
A handoff is not a forwarded message. It comes with the reason, a summary and a draft reply.
GuidesGoing live one brand at a time
You don’t have to switch the agent on everywhere at once. Start with one brand, then widen.
GuidesShadow mode: watch the agent work before it talks to anyone
In shadow mode the agent drafts on your real tickets and sends nothing. Your team keeps answering and sees what the agent would have said.