Product
An answer. A summary. A task. Same chat.
Everything Cusu does, area by area: what the customer gets, what the operator gets in the inbox, what management gets in numbers, and what your developer gets in integrations.
Customer
The customer gets an answer, not a link to the help center.
A chat on your site where they can also talk. Answers come from your data and from what is on your site.
Answers from your data
Order status, stock, shipping. Not a generic help article.
Chat, dictation, call
Customers can talk instead of typing. Same agent everywhere.
The customer’s language
It answers in theirs, you read the thread translated.
Attachments from the customer
A photo of the label or the damaged item goes straight into the chat.
It knows a signed-in customer
When the customer is signed in, the agent knows who they are and stops asking for a name or email.
Open the chat from your own button
Hide the bubble in the corner and open the chat from your own button anywhere on the site.
Operator
The bot takes the repeat questions. The exceptions are left to you.
Only threads that need a person. When a handoff lands, it hits the phone.
Inbox / Conversation
Jana · 09:14
Cancel it and refund me. I changed my mind.
Summary · 09:14
TranslatedJana wants to cancel order SHOP-1001 and get a refund. Identity checked with order number and phone. The parcel is in transit with DPD. Order status came back. The agent cannot cancel or refund. Next: an operator decision.
A handoff with a summary
The operator knows what happened before writing a word.
Work sharing
A handoff lands on whoever has the fewest open conversations.
Data on the ticket
The operator sees exactly what the agent found in your systems.
Notes, mentions, and reactions
A note stays inside the team. Mention a colleague and they get a notification, others can react with an emoji.
Attachments in the reply
The operator sends an invoice or a return label straight from the inbox.
Thread translation
You read a foreign-language conversation in your language and answer in your language too.
Dictated replies
The operator dictates the reply and the transcript lands in the field, still editable.
Change log
Each conversation shows who changed the status, the assignment, or the tags, and when.
Only what needs a human
The bot finished the rest. This is not a feed to click through.
A draft you can send
It already knows what the customer wanted and what the bot tried. You edit and send. No detour into another chat.
Tags, including tone
They stick from the conversation. Not from whatever you happen to remember.
Management
You see how much work the AI took and how much was left to people.
Metrics for the period you pick, customer history, tags, and credit spend. Nobody retypes anything into a spreadsheet.
Metrics for the period
How many conversations came in and how many were resolved, the AI-to-people ratio, how long customers wait for a first reply.
Customers and their history
For each customer you see every conversation, not just the latest one.
Tags with a rule and stats
Write the rule as a sentence. For each tag you then see how often it shows up.
Several shops under one company
Each has its own language, voice, tags, and inbox. You switch in one click.
Credit spend line by line
How much went to chat, voice, dictation, and translation, and how much to conversation fees.
Notifications
A handoff, a mention, or low credit reach you in the browser and on your phone.
Overview
Who closed the conversations
Last 30 days
- AI 71%
- People 29%
New conversations
412
Resolved
398
Queues right now
- Open 14
- Waiting on customer 6
- Unassigned 2
Engineering
The agent may only do what you switch on.
Connect orders, stock, and shipping operation by operation. Every conversation keeps a record of what the agent called.
Missing
Cancel in-transit order and refund
Seen 14 times
- 01
Problem
Support can look up an order, but cannot cancel or refund when the customer asks after shipment.
- 02
Implement
Add cancelOrder(orderNumber, phone) and refundOrder, gated on fulfillment status.
- 03
Acceptance
A verified customer can cancel an eligible order without an operator, or the bot transfers instead of guessing.
Maybe resolved
Looks like cancelOrder covers this. Enable it for customer chat, then mark the ticket done.
Connect systems method by method
Upload a description of your interface or add a single operation by hand. Switch on only what the agent should use.
Separate permissions
The customer agent and the internal team each have their own list of allowed operations.
Call log
Each conversation shows what the agent called, with which values, and what came back.
Missing capabilities as specs
The problem, a proposed fix, and the done condition. Ordered by how often support needed it.
Rules change in a sentence
Write the new rule in the internal chat. It holds from the next conversation, with no deploy.
On your site
Start with the site you already have.
Onboarding fetches your public pages; orders and stock come next. The address from this field travels with you into onboarding.
We pass the address to onboarding, where the site gets fetched. Nothing is crawled from this page.
Cusu is new. This page describes what the product does today, not what we plan.
Interface illustration