How Konvo works

Welcome your newest Customer Support team member: the Konvo AI Agent.

Konvo is an AI-first platform, built so you work with your AI the same way you would with a new hire. You train it by talking to it, you hand it the channels you want it to own, and it raises its hand when it needs an answer from you or hits something it can't do on its own.

The AI is an agent, not a layer in front of you

In most tools the bot sits in front of support, deflecting people, and "handing over to a human" means the customer starts again.

In Konvo, a conversation is assigned to an agent. That agent might be someone on your team, or it might be your AI. Assignment moves, so you can take a conversation over whenever you want and hand it back.

So your AI is not a mode you switch on for a conversation. It is a colleague with a name and a workload you can look at.

What it does without you

Once it is live on a channel, it picks up new conversations there and works them: reads the thread, looks up whatever it needs in your store, replies in the customer's language, and keeps going for as many turns as the conversation takes.

Most of those you will never open. You will find them already handled under Konvo AI in your sidebar, split into the three things that can happen: it is In Automation now, it Resolved it alone, or it Transferred it to a person.

What it can actually reach

Answering is the easy half. The reason your AI can resolve a conversation rather than acknowledge it is that it can look things up and act.

Connect an integration like Shopify and it brings a set of tools: get an order's status, find a customer's orders, cancel an order, issue a refund. You decide about each tool separately, including whether the customer has to prove who they are first. Reading an order status and cancelling an order are not the same risk, and Konvo treats them differently on purpose.

How it asks for help

When it cannot finish something alone, it does not go quiet and it does not hand you the whole mess. It asks in one of two specific ways:

• Input needed. It has written the reply and wants a person to approve it. You get the draft, its question, and its reasoning.
• A task. Something needs a human, so it hands you that one job with the context attached and carries on talking to the customer meanwhile.

Both land in your inbox as cards you can clear without opening the conversation.

Your job changes shape

This is the part worth saying out loud, because it is the real shift.

If your AI is handling most of your volume, your day is no longer answering the same question forty times. It is supervising and training: reading what it sent, correcting the answers that were not quite right, and telling it the things nobody ever wrote down.

Which is exactly what you would do with a capable new hire. The difference is that this one remembers everything you teach it the first time, and works at three in the morning.

Nothing arrives unsorted

Every conversation gets read as it comes in: the language, how urgent it is, and what it is about, with how the customer sounds tracked as the exchange develops.

Which means the answer to "we have a thousand open conversations, where do I start" stops being a guess. You can go straight to the negative and unassigned ones, or everything about the shipping problem you already know about, without opening a single thread to find out.

And you can see all of it

How much your AI is handling, how fast anyone gets an answer, and what customers are actually contacting you about.

What are your customers complaining about, how much is your team's workload and how is your team performing. All of this can be answered through the metrics we provide you.