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OnDuty

Three things that go wrong quietly.

Not an industry list. These are the patterns the Brain looks for, because they cost you something while nobody is looking. Each is a rule you can read, not a model's hunch, and each one needs a source connected before it can see anything at all.

What the rule checks, and what the Brain does

Move each case across its threshold and read what the Brain writes on either side of it.

The customer who keeps coming back

The same person starting three or more separate conversations in thirty days. Several conversations rather than one long one usually means the first answer did not resolve it.

Conversations started in the last 30 days

3 conversations in 30 days

What the Brain writes

  1. insight · rule:repeat_contact · medium confidence

    Marcela Rivas has opened 3 conversations in 30 days

  2. decision · escalate · no action

    Have a person read Marcela Rivas's earlier conversations

    For a person

It proposes that a person reads the earlier conversations before anyone replies. The decision carries no action, so there is nothing to send.

The rule fires · 3 conversations in 30 days

Checked against backend/app/services/brain_ingest.pyRuns in your browser on the illustration's data. Nothing is sent and no engine is called.

The conversation that went quiet

An open conversation with no message for seven days. Nothing failed, so nothing else flags it.

Days since the last message

9 days since the last message

What the Brain writes

  1. signal · attention

    Tomás Aguirre has an open whatsapp conversation that has gone quiet. No message for 7 days or more.

It writes a signal marked for attention. It proposes no message, and there is no decision to answer.

The rule fires · 9 days since the last message

Checked against backend/app/services/brain_ingest.pyRuns in your browser on the illustration's data. Nothing is sent and no engine is called.

The held action nobody answered

An action the gate held for a person, still unanswered after a day.

Hours since the gate held it

26 hours since the hold

What the Brain writes

  1. insight · rule:stale_hold · high confidence

    1 held action waiting over a day

  2. decision · ask_approval · no action

    Answer 1 held action

    For a person

It proposes answering the held actions, beside the work rather than inside a queue.

The rule fires · 26 hours since the hold

Checked against backend/app/services/brain_ingest.pyRuns in your browser on the illustration's data. Nothing is sent and no engine is called.

None of these needed a smarter model. They needed one place where a customer's conversations are read together, and where a held action cannot sit unanswered without somebody saying so.

Why these three, and not forty

  1. How it works

    Rules, not a model's confidence

    A rule can be read, argued with, and turned off. "The model felt strongly" is not an answer anybody has accepted about their own customers.

  2. How it works

    No conclusion without evidence

    An insight with nothing behind it is refused at creation, so every conclusion on your screen carries what produced it.

  3. Written with you

    The list grows from your operation

    Your action vocabulary and your guardrails are written with you. We will not ship a rule that assumes something about your business and let you find out what it assumed.

  4. Written with you

    The renewal on top of open complaints

    a pattern a person spots

    A contract date in one system and the state of the relationship in another. Somebody on your team notices this today; the Brain has no rule for it, because a renewal date and what counts as a complaint are facts about your operation. It becomes a rule when we write it with you.

How it works Written with you

Who this is built for

The wedge is customer operations: businesses where support, sales and retention are the same conversation, living in four systems that disagree.

  1. Commerce and retail

    The shape of the mess
    Orders, delivery problems, and the same customer arriving on WhatsApp, email and your site as three people.

  2. Dealerships and high-consideration sales

    The shape of the mess
    Long cycles where a quote going quiet is how a deal normally dies.

  3. Services with contracts

    The shape of the mess
    Renewals, commitments made in conversation, and the gap between what a CRM records and what somebody promised.

  4. Anywhere the answer is "it is in someone's inbox"

    The shape of the mess
    The qualifier is not the sector. It is whether the thing you need to know exists, but nowhere anyone can reach it.

There is no number anywhere on this page, because none of them has been measured. When one comes out of a real deployment it goes here, with the deployment named.

See which of the three it finds in yours.

Connect one system. What it surfaces in the first week is the honest version of this page.

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