Even if the AI is talked into it
Prompt injection is somebody else's text telling the AI to do something. It can change what the AI asks for. It cannot change the rules, because the rules are not the AI.
The AI does the work. You stay in charge.
Every conversation runs in one of three lanes you can see. Every action the AI wants to take is checked by rules you wrote, in code, before anything happens.
Chat, email, SMS, voice and RCS · one inbox
Inbox Sorted by SLA pressure
Jonah Reed Email
The lamp arrived cracked. Can I get a refund?
Mara Ellis Chat
Where is my order?
The AI
Out for delivery — arrives Thursday.
Ana Serrano Voice
I'd like to speak to someone about invoice INV-2291.
Three lanes, and you can always see which one
A lane is not a setting buried in an admin screen. It is a chip on the conversation, and it says exactly how much the AI is allowed to do with this one.
Auto
The AI answers and sends
For the intents you have opened up, when the AI is confident and no rule says otherwise. You see the answer afterwards, like any other message.
Draft
The AI writes; a person sends
The reply is ready and the action is prepared, but nothing leaves and nothing runs until somebody approves it. This is the lane new workspaces start in.
Route
A person handles it; the AI assists
The conversation goes to your team with the history already summarised, the reason it was raised, and what the AI had tried. It proposes no actions here at all.
Lanes only step down
When the AI is unsure, when a check on its own reply fails, or when a tool it needs is broken, the conversation moves toward a person by itself. It never moves the other way without you — and handing one back to the AI returns the assignment, not the lane.
The AI proposes. Your rules decide.
Nothing happens because the AI asked for it. Between the AI and any refund, any address change, any write to another system, there is a chain of deterministic checks — plain code, same answer every time.
Mara Ellis Chat
Where is my order?
The AI
Out for delivery — arrives Thursday.
Mara Ellis SMS · Thursday
It came, but the lamp is cracked.
The AI’s draft · not sent yet
“I’m sorry the lamp arrived damaged. I can refund $48.00 to the card you paid with, and you can keep the lamp.”
$48.00 refund · order A‑1042 Waiting for Priya
- Shape checkAmount, currency and order id are values the tool accepts
- Order A-1042 belongs to MaraChecked before anything reads it
- Rule: refunds over $25 need a leadOrdered rules, first match wins, unmatched is refused
Example data. The same conversation, the same customer, all the way to the audit entry.
- Mara asks where her order is. The AI knows, so it answers on its own, in Auto.
- Her next message needs money to move. The conversation steps down to Draft by itself.
- The AI writes the reply and proposes the refund. Neither has gone anywhere.
- Deterministic code checks the action — plain rules, the same answer every time.
- Priya approves with her second factor, the refund runs, and the log has all of it.
And you can read it back afterwards
Every action lands on an append-only log with the tool, the parameters with personal data redacted, the rule that decided, who approved it and what came back.
Confirmed and assumed are never blended
Most of the industry counts a customer who stopped replying as a happy customer. Aqvitus records the two as different outcomes, and keeps them apart in the inbox and in every report.
Confirmed
- The customer said it was sorted.
- The action completed — the refund posted, the address changed.
- Somebody on your team marked it resolved.
Assumed
- The customer went quiet and a timer closed it.
- The chat window was closed.
- Nobody came back to it before the window ran out.
No per-resolution fees. And our reports never count a customer going quiet as a success.
See pricingEight places to work, one event log underneath
They are not eight products stitched together. Every screen reads the same log of what actually happened, so a number in a report and a line in the audit trail come from the same place.
Inbox
Every conversation in one queue, sorted by what is closest to breaching, with the AI’s draft ready to read.
InboxLive board
Watch the AI work as it happens, whisper to it, take a conversation over, or pause a lane.
Live boardApprovals
Actions wait here with the rule that stopped them, and go ahead when a person says so.
ApprovalsAI agent
Write how a case is handled in sentences, check every reply before it sends, test a change on past conversations.
AI agentKnowledge
Your help center, documents and past answers — with the questions it could not answer turned into drafts.
KnowledgeWorkflows
Triggers, conditions and actions, plus SLA policies, business hours and routing.
WorkflowsAnalytics
Resolution, quality, what customers keep asking, and revenue — confirmed kept apart from assumed.
AnalyticsSales
Buying signals the support AI already noticed, deals, meeting links and attribution.
SalesFive ways in, one conversation
The same AI, the same rules and the same history whichever way a customer reaches you. Somebody who chats on Monday and phones on Thursday is one person with one thread, not two tickets.
AI First. Human Always.
Put the AI in front of every conversation, and keep your team in charge of everything that matters.