AI replies
Answers in seconds. A person when it matters.
Every message gets two careful steps: one model decides what the customer needs, another writes the reply from your own docs. If someone asks for a person or gets frustrated, the AI steps aside.
AI decision · Rohan Das
“How do I change my billing email?”
Intent: account question
Docs picked
Account settings · Billing contacts
Wants a person?
No — calm, first time asking
Reply sent in Rohan's own language
Decide first, then write
Custoz splits the job in two. TypeSafe Jev reads the conversation and decides what should happen. Claude writes the words. Each does what it's best at.
Reads the whole situation
Jev looks at the recent turns and judges intent, frustration, whether the issue keeps coming back and whether the customer wants a person.
Grounded in your docs
The AI picks the right pages from your knowledge base and answers from them, so replies match how your business actually works.
Speaks like your customer
Replies come back in the customer's language and script — English, Hindi in Devanagari, or Hinglish in Roman letters.
No made-up prices
With a billing tool connected, prices, plans and invoices come from live lookups for that customer's number — never from guesswork.
Light or careful, as needed
Everyday questions get a fast model. When a question is complex, Custoz switches to a stronger one for that reply.
Every decision on record
Each AI turn saves what it decided, which docs it used and what it sent, so you can see why it answered the way it did.
Hand-off · Sana Mirza
“This is the third time I'm asking.”
Frustration rising · unresolved
“Yes please, a person.”
Customer accepted the offer
Neha is now assisting you
Sent to the customer
Hand-off
Knows when to step back
When a customer asks for a person, the chat goes to your team straight away. If they sound annoyed or keep asking the same thing, the AI offers to bring someone in and waits for a yes. When they say goodbye, the chat closes cleanly.
- Instant hand-off when a person is asked for
- A gentle offer when frustration starts to build
- The agent sees the full AI conversation on pickup
Waiting for an agent · Karan Shah
Place kept in the queue
Someone will join in about 5–10 minutes
“Where can I download my invoice?”
Answered by AI from your docs
While customers wait
Helpful even in the queue
If your team is busy, the AI can keep answering simple questions while the customer holds their place in line. It won't close the chat or start a second hand-off — it just keeps the wait useful.
Dashboard agent
“Which chats have waited over an hour?”
2 found · Ana Souza, Imran Shaikh
Draft: assign both to Karan
Waiting for your approval
Dashboard agent
Ask your workspace anything
Admins get their own assistant in the dashboard. Ask in plain words — how many chats closed this week, which leads are stuck, who has the most open tickets. When you ask it to change something, it prepares a draft for you to approve. It never edits on its own.
- Answers from your live workspace data
- Changes arrive as draft cards you approve or reject
- Kept completely apart from the customer-facing AI
Questions, answered
No. It answers what it can, and when a person is needed it either hands over directly or offers to bring someone in. It never promises an agent is joining before one actually is.
Keep going
Your customers are already messaging you. Answer them well.
Bring your WhatsApp number, your team and your FAQs. Custoz does the rest.
No credit card needed.