The Console

The Console is where you work your tickets during a module. It has three columns: your inbox, the conversation with the customer, and the AI Manager. Every ticket that reaches it has already been worked by the AI, so you never start from zero.

What reaches the Console

The AI answers every ticket first. A ticket reaches you in the Console in one of two cases:

• The case needs human judgment. It involves money, your brand's policy covers it, and either the amount is above what the brand lets the AI handle on its own or the AI is not confident enough to act alone.
• The customer asked for a person, after the AI had already gathered the context of the case.

Informational requests, such as order status or tracking, never reach the Console: the AI answers them. A case the brand's policy does not cover goes to the brand's own team, not to you.

The three columns

The inbox

On the left, the list of your conversations. Each one shows the customer's initial, their name and a preview of the last message, and shows when a customer is typing or has sent something you have not read. Select a conversation to open it in the center. See Your inbox.

The conversation

In the center, the whole chat with the customer, including everything the AI did before the case reached you. Messages can carry emoji, photos and voice messages, and a voice message plays with its transcript. Where the AI worked the case, the conversation shows which AI agent it was, by name.

At the top, the active module and its timer, such as Module Atlas Active. At the bottom, the composer shows the message you are about to send. You do not type in it: every message reaches it from a card, already checked.

The AI Manager

On the right, the AI Manager, the AI that works the case with you. It guides you through a feed of cards, one for each step: the handover of the case, the decisions you make, the messages to the customer, the actions, and the close. You decide; the AI Manager writes the drafts and carries out the actions, after checking them against the brand's policy. See Working with the AI Manager.

There is no open chat with the AI Manager. When something is unclear, select I have a doubt on the card.

When the Console opens

The Console opens 15 minutes before a module you confirmed, and closes when you finish your last ticket. Outside your modules it does not open. See The access window.

What the Console is not

• It is not the brand's helpdesk. You never log into a brand's Shopify or Gorgias. The Console acts on the brand's accounts for you, within the brand's policy.
• It is not a view of every ticket. You see the tickets assigned to you and the queue of the brands you are certified on — never another Human Node's tickets, never tickets the AI resolved on its own, never another brand's tickets.