Workflow 01
AI handles inbound enquiries
WhatsApp
Instagram
Telegram
AI Assistanswer / book / route
AI Assist Layer
AI Assist across the customer operations workflow.
COC uses AI to understand customer messages, retrieve business context, reply where safe, support booking workflows, and prepare handoff when staff judgment is needed.
Understands
Intent
Retrieves
Approved context
Supports
Booking intake
Preserves
Staff control
Customer Operations / Live Console
Customer answeredmanaged / live
AI workflow
1
Customer sends a message
Messages from WhatsApp, Instagram, Telegram, or web intake enter one operating workflow.
Inbox · 3 new
WWhatsApp
“Hi, how much is HydraFacial?”
IInstagram
“Do you offer laser removal?”
T
Telegram
“What are your opening hours?”
2
AI understands the intent
AI classifies the request, detects booking interest, and highlights missing details.
Intent Classification
treatment_enquiry94%
booking_intent87%
KB Query Triggered
→ HydraFacial Treatment FAQ
→ Weekly Availability Schedule
3
Context is retrieved
Tenant KB, catalog, booking, customer, and policy context are checked before output.
Context Retrieval
Tenant KB
Approved service facts, hours, and policies
Catalog
Configured services, durations, and pricing rules
Booking context
Availability and scheduling constraints
4
AI replies where policy allows
Routine answers can be drafted or sent only when configured policy and context allow.
Policy Check
Approved KB match found. No payment, refund, or unsupported suitability claim detected.
HydraFacial starts from SGD 280. I can help collect your preferred timing, then our team will confirm based on availability.
AI draftpolicy allowed
5
Booking intake is supported
AI can collect intent and scheduling preferences without bypassing confirmation rules.
Available Slots · Tue
9:00
10:00
11:00
14:00
15:00
16:00
Booking Confirmed
Aisha Tan · Tue 10:00 AM · HydraFacial
6
Human handoff is prepared
Cases needing judgment become staff-owned handoffs with context and reason visible.
Agent Assigned
👤
Sarah Lim
Customer Care
Context: asked about filler pricing and suitability for sensitive skin. Requested doctor consultation before booking.
4 messages·Full context passed
7
Follow-up tasks are flagged
AI can flag follow-up work for staff action without sending unrestricted messages.
Staff-Owned Tasks
1
No reply after booking intake
2
Unresolved staff-owned handoff
3
No upcoming booking after visit
AI flags work for review; it does not send unrestricted follow-ups.
8
Staff control stays visible
Policy checks, source context, staff ownership, and audit boundaries remain clear.
Control Record
Staff remains in control
Sensitive workflow changes stay policy-driven and visible for review.
Policy gate passed
Source context visible
Staff owner assigned
AI workflow
Customer sends a message
Messages from WhatsApp, Instagram, Telegram, or web intake enter one operating workflow.
AI understands the intent
AI classifies the request, detects booking interest, and highlights missing details.
Context is retrieved
Tenant KB, catalog, booking, customer, and policy context are checked before output.
AI replies where policy allows
Routine answers can be drafted or sent only when configured policy and context allow.
Booking intake is supported
AI can collect intent and scheduling preferences without bypassing confirmation rules.
Human handoff is prepared
Cases needing judgment become staff-owned handoffs with context and reason visible.
Follow-up tasks are flagged
AI can flag follow-up work for staff action without sending unrestricted messages.
Staff control stays visible
Policy checks, source context, staff ownership, and audit boundaries remain clear.
COC - AI Assist Layer
Inbox · 3 new
WWhatsApp
“Hi, how much is HydraFacial?”
IInstagram
“Do you offer laser removal?”
T
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
Initial Consultation
60 mins$100
10-Session PackSave 15%
10 sessions$850
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.
"How much is the laser treatment?"
"Laser starts from SGD 380. Want to book a slot?"
AI · 0.91
Booking workflows
Move customers from enquiry to confirmed appointment without manual back-and-forth.
Available · Tue
9:00
10:00
11:00
14:00
15:00
16:00
10:00 AM selected · Dr. Ariel Chang
Human handoff
Complex or sensitive cases escalate to your team with full conversation context.
Agent Assigned
👤
Sarah Lim
Customer Care
Context: asked about filler pricing, requested doctor consultation.
Full visibility
Every conversation tracked, labelled, and searchable in one place.
Conversations
WAisyah RahmanAI resolved
IPriya S.Handoff
WMei LingAI resolved
Operational matrix
AI support is mapped to the operating workflow.
Each workflow has a clear assistive role and an explicit control boundary, so AI improves speed without becoming an unchecked operator.
Inbox
Classify, summarize, suggest replies, and reply where policy allows.
Staff can review, route, or take over when ownership should move to a person.
Booking
Collect service intent, clarify missing information, and support scheduling prompts.
Availability, confirmation, resource assignment, and booking ownership remain policy-driven.
CRM
Surface customer history, conversation context, and relevant operational notes.
Source records remain the system of record and staff keep durable customer facts accurate.
Handoff
Prepare takeover notes, likely intent, and the reason staff judgment is needed.
A staff owner receives the task instead of a vague escalation.
Follow-ups
Flag staff-owned tasks such as no reply, unresolved handoff, or no upcoming booking.
Customer-facing follow-ups stay bounded by templates, consent, opt-out, and staff ownership.
Reports / audit
Leave traceable AI decisions, source context, and workflow outcomes for review.
Audit visibility supports operational review without treating AI as the system of record.
Safety and control
AI assists the workflow without owning sensitive actions.
The AI layer can prepare work, answer where safe, and make next steps clearer. It does not silently mutate critical business records or bypass staff-owned decisions.
Boundary
AI does not silently complete checkout.
Boundary
AI does not issue refunds or voids.
Boundary
AI does not merge customers.
Boundary
AI does not send unrestricted follow-ups.
Boundary
AI does not invent operational facts.
Boundary
Booking, ownership, and handoff remain policy-driven.
Built for your business
See how controlled AI supports your industry
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.