One agent, three kinds of customer work
An agent can answer from your business's Knowledge, check current availability, and carry out an allowed action. What it does depends on the skills and connections you choose.
Here are three illustrative customer requests across different business setups. They show how the released pieces fit together; they are not a recorded customer conversation. The business chooses its own policies, publishes the skills it wants the agent to follow, and connects only the channels and services each job needs.
1. Answer from the business
The customer asks: “Are you open on weekends?”
The business adds its hours and any exceptions to Knowledge. A published skill can say which details to include and when to ask a follow-up. The agent uses that material to answer in the current conversation. If the hours have not been provided, it should say it cannot confirm them instead of making up a schedule. This job needs no connected service.
2. Check live availability
The customer asks: “Is there a consultation time next Tuesday?”
For a business with a Calendly connection, a scheduling skill can read the appointment types the business offers and their current available times. The agent can share openings for the requested appointment type; asking about a time does not itself book it. The customer channel is chosen separately from the scheduling service.
3. Ask to change something
The customer asks: “Can you refund my order?”
For a business with a connected Shopify store, a refund skill can gather the reason and follow the business's rules. Chirpedly keeps the proposed refund tied to the identified order and checks the amount. By default, a teammate sees the exact refund and approves it before money moves. The agent reports the result only after the connected store returns it; a retry cannot issue the same refund twice.
What changes from one business to another
The three requests use the same building blocks: the business's Knowledge for facts, skills for procedures, and connections for selected customer channels and services. Another business can publish different skills, use different source material, and choose different released connections. A connection provides only the capabilities available for that service; it does not turn every possible action on for every skill.
Chirpedly is in early access, so availability depends on the released channel or service and the capabilities enabled for the job. See how to set up an agent, browse customer channels, or explore reviewed use cases.