HarborOrganizationWorkspacesProductionSandbox
Delivery agent
API key · Customer operations teamALAlex Lee AdminPermissions updated
Give customers help they can act on.
Connect AI to approved knowledge and authorized business actions in Apple Messages. Guide customers through native experiences and hand the conversation to your team with the useful context already there.
Helpful AI, connected to your team
EXAMPLEFIELDNOTES
Can I move my visit to tomorrow?
Illustrative AI and human workflow. No real appointment or support request is changed.
Useful assistance, connected to your business
Help that can take the next step.
A customer asks whether a bag will fit their laptop. Your assistant uses approved product knowledge to answer, then offers to find the right color or book a visit. When the request becomes an account-specific issue, it uses the authorized context or brings in your team.
Connect knowledge, customer permissions and supported business actions. Bird lets AI guide native choices and carry the conversation into a form, booking or service workflow, with an explicit handoff when a person should take over.
Read the AI and service guideThe delivery address on my order needs checking.
Specialist assignedAssistant paused
From a useful answer to a completed request.
Give the assistant a defined service role and the tools that support it. Customers should understand what it can do, and your team should be able to follow the work it performed.
01
Ground the answer in approved knowledge
Connect the product information, policies and service guidance the assistant should use. Keep account-specific information behind authentication and return the relevant detail for the customer’s request.
02
Clarify before taking action
Use a follow-up question or native choice to resolve ambiguity, such as which order or location the customer means. Confirm the details needed for a change before calling the connected business action.
03
Use the application’s permissions
Perform account reads and changes through the authorized business contract. Keep the customer’s identity, the allowed operation and the resulting record attached to the service workflow.
04
Hand over with the work already done
Route the conversation to the right person with a concise summary, collected answers and relevant record references. Pause the assistant while that person owns the conversation, and make any later return to automation explicit.
Make the service boundary clear.
Give customers a route to a person
Support an explicit request for human help and route cases that need review, missing information or judgment. Explain the next step and the team’s availability while preserving what the customer has already shared.
Measure useful resolution
Review whether the customer completed the intended task, where assistance became uncertain and which requests needed a handoff. Use those observations to improve knowledge, native choices and connected tools.
AI and human service questions
Can the assistant complete a booking or refund?
Connect the authorized business operation, obtain the required confirmation and report its recorded result. Generating a response alone does not complete the task.
Can a person take over the conversation?
Design a handoff with clear ownership and the relevant customer context. The operating team needs a usable route to continue the request.
Does the assistant need access to every customer record?
No. Provide the minimum context and permissions needed for the supported task through the normal access mechanisms.
What should we measure?
Measure the intended resolution, escalation and customer follow-through. Message counts and response time help explain those outcomes but do not replace them.
Build the connected journey
AI and human service guideFollow the practical setup and operational steps.Journeys and templatesBuild Apple Messages journeys with Bird using reusable content, reviewed branches, connected business actions and controlled publishing.AnalyticsMeasure Apple Messages with Bird across send outcomes, inbound activity, conversations and entry-point cohorts, then connect the completed customer task.Apple Messages resource libraryFind setup guides, native experience advice and provider comparisons.
Scale without
losing control.
Organize teams in workspaces, control API access, and trace changes through audit logs.
HarborOrganizationActive
Audit log
Production- Workspace
- Production
- Resource
- Delivery agent
- ReadRead & write
Team Customer operationsActor role AdminOutcome SucceededTime 22 Sep, 09:42:18 UTC
Succeeded