A cleaner way to handle customer conversations
Handle messages, guide customers, and move every conversation toward a clear outcome — all in one system.
How it works
Customer reaches out
Messages from any channel enter one system.
Inbox · 3 new
“Hi, how much is HydraFacial?”
“Do you offer laser removal?”
Telegram
“What are your opening hours?”
Handled instantly
AI responds to routine questions immediately.
Understands intent
The system determines what should happen next.
Intent Classification
KB Query Triggered
→ HydraFacial Treatment FAQ
→ Weekly Availability Schedule
Booking
Customers are guided to available slots.
Available Slots · Tue
Booking Confirmed
Aisha Tan · Tue 10:00 AM · HydraFacial
Handoff
Complex cases are routed to your team with context.
Agent Assigned
Sarah Lim
Customer Care
How it works
Customer reaches out
Messages from any channel enter one system.
Handled instantly
AI responds to routine questions immediately.
Understands intent
The system determines what should happen next.
Booking
Customers are guided to available slots.
Handoff
Complex cases are routed to your team with context.
Inbox · 3 new
“Hi, how much is HydraFacial?”
“Do you offer laser removal?”
Telegram
“What are your opening hours?”
Under the hood
See what happens behind every message
Every enquiry runs through a structured pipeline — classified, retrieved, and resolved. Here's a real example.
Customer sends a message
HydraFacial pricing enquiry via WhatsApp
Intent understood
Treatment enquiry with booking interest detected
Knowledge retrieved
Pricing and availability matched from knowledge base
Response sent — booking confirmed
Price given, two slots offered, Thu 10:00 AM locked in
What you can set up and run
Concrete operational depth.
Each part of the system runs independently and integrates with the whole — from services and scheduling to follow-ups and handoff.
01 / 05
Services & Offerings
Define what customers can book and how those offerings should be handled operationally.
- Set up services like sessions, consultations, or treatments
- Create packages such as 5-session or 10-session offers
- Support different service types with different workflows
Your Service Menu
Bundle services to increase customer LTV.
Capabilities
Built to move conversations forward
Four focused capabilities that take a message from first contact to a clear outcome.
AI-assisted replies
Routine questions answered in under two seconds, every time.
Booking workflows
Move customers from enquiry to confirmed appointment without manual back-and-forth.
Available · Tue
Human handoff
Complex or sensitive cases escalate to your team with full conversation context.
Agent Assigned
Sarah Lim
Customer Care
Full visibility
Every conversation tracked, labelled, and searchable in one place.
Conversations
Ready to see how Runbook would work for your business?
We’ll walk you through the workflow, show how enquiries move from message to action, and help you evaluate the best starting setup.