Conversation orchestration
Billing resolution flow
AI tries first, checks its own confidence, and hands over to a person when it should.
DraftLive: v1.0 · Saved
Ready
Trigger
Inbound chat
Channel: Chat
AI agent
Intent agent
Model: Copilot
Decision
Billing intent?
intent = billing
AI agent
Billing agent
Outcome: Resolve billing issues on first contact and keep the customer
Guardrail
No financial advice
Rule: Never give investment or credit advice
Decision
Confidence ≥ 0.85?
confidence >= 0.85
Action
Update case & reply
System: Dataverse
Queue
Billing queue
Capacity: 20
Outcome
Resolved by AI
Human
Representative takes over
Context: Full transcript + summary
Queue
General queue
Capacity: 30
Your own message
- Pick a conversation and select Run test.