Offerings
Approved product and service information.
AgenCRM Platform
Your business knowledge, agents and workflows. Connected.
AgenCRM provides a shared foundation for business knowledge, specialist agents and customer operations. Start with a defined workflow, keep people in control and scope additional connections around the way your business works.
Customer operations
Company Knowledge
AgenChipIntelligence layer
Connected workflow
Specialist agent
Platform overview
One foundation. Five connected responsibilities.
The platform model brings the information, roles, customer context, workflow steps and human decisions around a business process into one clear structure.
- 01
Company Knowledge
Approved information and operating rules for the work in scope.
- 02
Specialist agents
Defined roles with clear inputs, actions and boundaries.
- 03
Customer operations
Conversation context and the records needed for the current journey.
- 04
Connected workflows
Agreed steps across channels, tools, records and team handoffs.
- 05
Human control
Visible ownership for review, exceptions and important decisions.
Company Knowledge
Give each role the business context it needs.
Company Knowledge brings approved information, source ownership and operating rules together for the workflow being configured. The exact sources and review process are agreed during implementation.
FAQs
Reviewed answers to recurring business questions.
Policies
Rules that shape responses and escalation.
Operating rules
Boundaries, ownership and required human decisions.
Company KnowledgeApproved information and operating rules
Knowledge discipline
- 01
Identify an owner for every source used in the workflow.
- 02
Agree which source takes precedence when information conflicts.
- 03
Review information before it becomes part of the configured process.
- 04
Keep people responsible for decisions that need judgment or authority.
Illustrative agent role
A sales agent shaped around the next useful step.
A scoped sales workflow can use approved offering information, gather details a customer chooses to provide and prepare context for a person to follow up.
- Interpret the offering question within the current conversation.
- Use the approved information selected for the workflow.
- Gather only the details required for the agreed next step.
- Prepare a sample record or handoff for team review.
This is an illustrative role. Current actions and record behavior are confirmed during discovery and testing. People retain pricing exceptions, commitments and final commercial decisions.
Conversation
Illustrative action
Lead record
- Enquiry
- Delivery team options
- Details
- Customer-supplied contact information
- Next step
- Team follow-up requested
Illustrative agent role
A support agent that carries the story forward.
A scoped support workflow can gather relevant details, use approved guidance and prepare the issue and conversation context for the responsible team.
- Capture the issue and the context the customer supplies.
- Consult the support information approved for the workflow.
- Prepare a sample support record when that action is in scope.
- Route the issue and conversation context to the agreed owner.
This is an illustrative role. Current ticket and handoff behavior is confirmed during discovery and testing. Warranty, refund, replacement and sensitive outcomes stay with authorized people.
- Example
Issue captured
The customer description and supplied context stay together.
- Example
Guidance checked
The example uses the approved support information in scope.
- Example
Record prepared
A sample support record is ready for team review.
- Example
Human owner
A person receives the context and owns the next decision.
Customer operations
Keep the customer journey connected.
A configured operating view can keep a conversation, customer-supplied context and the agreed next step together. Channels, message types and connected actions are confirmed for each implementation.
Explore the planned WhatsApp solutionConversation context
Written enquiries
A scoped website or messaging entry point for customer questions.
Incoming voice notes
Audio input may be included when confirmed. This does not imply live calls or spoken replies.
Customer images
Images may remain with a conversation when the agreed workflow supports them.
Relevant journey context
- Customer-supplied details
- Relevant conversation context
- The agreed operational record
- Current owner and next step
Connected workflows
Move from relevant knowledge to an agreed next step.
The exact path depends on the business process. A configured workflow defines what comes in, which context is used, what the agent may do and where a person takes ownership.
- 01
Request
An enquiry or task enters through an agreed starting point.
- 02
Knowledge
The workflow uses the approved information relevant to that request.
- 03
Agent role
Defined instructions shape the permitted response or action.
- 04
Workflow step
A confirmed tool, record or team handoff moves the work forward.
- 05
Human owner
A person reviews, decides or continues when responsibility changes.
Platform and custom scope
Choose the right layer for the work.
AgenCRM separates the shared platform foundation from a business solution and from engineering that is unique to one organisation.
Platform foundation
AgenCRM Platform
The shared foundation for Company Knowledge, agent roles, customer operations, connected workflows and human control.
Configured solution
Business Solutions
A defined application of the platform to a sales, support, service or industry workflow.
Custom implementation
Custom AI Systems
Scoped engineering for additional tools, connections or specialist logic required by the process.
Operational example
Give the team a clear view of the next step.
This illustrative workspace shows how customer context, a related record and ownership could appear together. It is a conceptual view, not live customer activity.
Customer context
Information the customer supplied for this journey.
Conversation
The messages relevant to the current request.
Example record
A sample lead or support record when configured.
Ownership
The agent, queue or person responsible for the next step.
Customer record
Example enquiry
- Recent activity
- Customer question received
- Related record
- Follow-up context prepared
- Current owner
- Team queue
Conversation context attachedIllustrative activity state
Visible responsibility
Know what the workflow expects next.
The intended operating model keeps status, context and ownership visible. The exact screens and records are confirmed for the implementation in scope.
01
Inputs
See the information that entered the current workflow.
02
Context
Keep the relevant knowledge and customer details together.
03
Status
Show where the work sits in the agreed process.
04
Owner
Make agent, queue and human responsibility clear.
Human control
Keep responsibility clear at every stage.
Human handoff is part of the intended operating model. Each implementation defines when the agent may act, when the team reviews and which decisions always remain with authorized people.
Meet AgenChip- 01
Agent active
The configured agent handles the current permitted step.
- 02
Awaiting human
The workflow has requested a team member.
- 03
Human active
A person owns the work and the agent is paused.
- 04
Explicit handback
The team deliberately returns the work to the agent.
Availability and setup
Confirm the scope before the workflow goes live.
Channels, actions, integrations and custom engineering are confirmed during discovery and tested against realistic scenarios. The implementation scope is agreed rather than assumed.
- 01
Choose one process and the outcome it should support.
- 02
Confirm the information, channels, tools and records required.
- 03
Define action boundaries, handoffs and human decisions.
- 04
Test the full path before planning the next addition.
Platform questions
Understand the foundation and the scope.
How do Company Knowledge, agents and workflows relate?
Company Knowledge supplies approved business context. Agent instructions define a role and its boundaries. The connected workflow sets out the permitted steps, tools and human handoffs.
What is included in the AgenCRM Platform?
The platform is the shared foundation for knowledge, agent roles, customer operations, workflows and human control. Current module, channel and action availability is confirmed for the proposed scope.
What is a Business Solution?
A Business Solution applies the platform to a defined process, such as a sales, support or industry workflow. Its exact inputs, actions and integrations are configured and tested.
When is custom engineering needed?
Custom AI Systems are scoped when a workflow needs additional tools, connections or specialist logic beyond the agreed platform configuration.
Can our team take over?
Human handoff is part of the intended model. Ownership, pause behavior and any handback are defined and tested for the implementation.
Which channels and integrations are available?
Availability depends on the current release and agreed implementation. We confirm each channel, input, action and integration during discovery rather than assuming support.
Start with a real process
Map AgenCRM to one useful workflow.
Bring the process, information and handoffs you want to improve. We can explore the platform scope and any custom work it requires.
Book a Demo