Part of your AI team
Emma, your AI customer service for small businesses
Customer relations
Your customers get an answer even when you are busy.
No commitment. She answers within the remit you give her, and hands everything else over to you.
A customer relations advisor in that role: 2,600 € per month. Emma is included in the offer, with the whole team.
The role at a glance
The summary. The detail follows just below.
- Role
- Customer relations
- Owns
- The requests coming in on your website, and the replies to your Google reviews
- Works from
- What you teach her: services, area, turnaround, terms, red lines
- Produces
- Answers, qualified requests, suggested time slots
- Can act alone
- Answer within her remit, qualify a request, suggest a time slot
- Must ask you
- Anything that involves a price, a commercial gesture or a dispute
- Hands over to
- You, as soon as she steps outside her remitAvailable today
- Reports to
- Rilo
You provide
- What you sell and your terms
- Your service area and your turnaround
- What you refuse to say
- Your availability
It does
- Answers your customers within her remit
- Qualifies the request and passes it to you
- Suggests a time slot when the request calls for it
You get back
- Requests that arrive already qualified
- An alert as soon as a decision is needed
- Time slots suggested, which Léa puts in the calendar
Emma does not replace your judgement. She filters out everything that does not need it.
What it takes off your plate
- Answering the same question ten times overAvailable today
- Missing the evening and weekend messagesAvailable today
- Making a customer you already know repeat themselvesAvailable today
What it works from
- What you sell, your service area, your turnaround, your termsSet up with you at onboarding
Written once in “What Emma knows”, and editable at any time.
- What you forbid her to saySet up with you at onboarding
Taken word for word: on those subjects she checks with you instead of committing.
- Your availabilitySet up with you at onboarding
Your time slots, from your calendar.
- Your Google listingSet up with you at onboarding
Linked once from your account: its public reviews are read, with no connection to your Google account.
What it produces
- Answers to your customers, drawn from what you have taught herSet up with you at onboardingEmma answers within its scope, the rest comes back to youAutonomyAutomatic
- Qualified requests, ready to handleAvailable todayEmma sendsAutonomyAutomatic
- Time slots suggested to your customersAvailable todayEmma sendsAutonomyPer your settings
- Draft replies to your Google reviewsSet up with you at onboardingEmma drafts, you sendAutonomyPer your settings
How far it goes on its own
- Answering within her remitSet up with you at onboardingEmma answers within its scope, the rest comes back to youAutonomyAutomatic
She knows, she answers. She needs to check, she asks you. She does not know, she hands it over to you.
- Going silent on a sensitive subject, and alerting youAvailable todayAutonomyAutomatic
She does not write a word on the substance, not even to reassure. The conversation stays on hold until you answer.
- Gathering what you need in order to answerAvailable todayAutonomyAutomatic
She asks for what is missing, one thing at a time, and never asks twice for something she already knows.
- Queueing up whatever she has to check with youAvailable todayEmma sendsAutonomyAutomatic
- Carrying your answer to the customer and picking the conversation back upAvailable todayEmma sendsAutonomyYou decide
You answer from your queue, she passes it on and resumes where she left off.
- Remembering your answer for next timeAvailable todayAutonomyYou decide
You tick a box as you answer: the next time that question comes up, she answers it herself.
- Recognising your customersAvailable todayEmma sendsAutonomyAutomatic
And answering without making them repeat themselves: their appointment, their quote, their history.
- Suggesting a time slot in the conversationAvailable todayEmma sendsAutonomyPer your settings
She suggests from your availability. The confirmation, the reminder and the follow-up are Léa’s work.
- A written reply for every Google reviewSet up with you at onboardingEmma drafts, you sendAutonomyPer your settings
The reply waits for you, ready to paste. You are alerted as soon as a review comes in at the rating you chose.
Who it hands over to
- To you, as soon as she steps outside her remitAvailable todayAutonomyAutomatic
The conversation lands in your queue with the question, its context and everything she has gathered so far.
How far Emma goes on her own
- 1“Do you cover my area?” She knows, so she answers. You never hear about it.
- 2“Any chance of a deal on two bathrooms?” She promises nothing: she says she will check, and the question lands in your queue with an alert.
- 3“Will you knock 10% off if I sign today?” She grants nothing, ever, not even a token gesture. The discount is your decision, not hers.
- 4“Your fitter cracked my tiles.” She does not write a word on the substance: the conversation goes on hold, you are alerted straight away, and she stays silent until you answer.
- 5“Did you get my request?” “Yes, your quote for 1,840 € is waiting for you.” She recognises the customer on file and answers without making them repeat themselves.
What Emma will never do
These are not features coming later: they are limits set by design.
- Negotiate a price with your customer
- Grant a discount, even a token one
- Commit your business to a contract
- Invent a price that did not come from you
What if the AI gets it wrong?
No role on your AI team has a blank cheque. Each one has a defined scope, its own rules and actions it is not allowed to take. When something is missing or a request falls outside that scope, it stops and asks you rather than inventing an answer.
Your side of the work
- At the start : you teach it about your business.
- From then on : the team works from that shared memory.
- Day to day : you step in only where a decision is yours to make.
The three statuses
- Available today
- Set up with you at onboarding
- In development
And who decides
- AutonomyAutomatic
- AutonomyPer your settings
- AutonomyYou decide
Frequently asked questions
Is Emma included in my subscription?
Yes, she comes with the offer, along with the whole team, with no add-on and no hidden quota.
Which channels does she answer on?
On the chat you install on your own website, with one snippet of code to paste in. She does not receive your Instagram direct messages, your Facebook messages or your emails: none of those channels reaches her today, and we would rather say so.
How does she know what to answer for my trade?
You write down once your services, your area, your turnaround, your terms and what you forbid her to say, from “What Emma knows”. Anything that is not in there she never invents: she asks you.
What if she does not know the answer?
She does not guess. She tells the customer she will check, the question lands in your queue with its context, and you are alerted. When you answer, she passes your answer on to the customer if they left their email address. Otherwise, she keeps it on the request and shows you the number they left, so you can call them.
Can she promise a discount on my behalf?
No, never, not even a token one. A price outside your list, a commercial gesture or a contractual commitment all make her check with you instead of committing. It is a limit by design, not a setting.
What happens on a dispute or a sensitive subject?
She stops. She does not write a word on the substance, not even to reassure: the conversation goes on hold, you are alerted straight away, and she stays silent until you answer.
Go further: Lucas reads what your reviews say together, and Léa handles the appointments Emma captures in the conversation. To see your team prepare a first piece of work from your own business, try the demo.