How Core works

Core is one assistant that runs on every channel. On your channels it talks to your customers. In your workspace it talks to you. What it may do depends on who it is talking to, not on the channel.

With your customers

Anyone who writes to your project on the widget, Instagram, GitHub, or Telegram and Slack without a linked account is a customer to Core. With them, Core can only do three things.

Answer

Core answers questions from what you gave it: your own text, the websites and files you added on What Core knows, and the project's description, help articles, and live campaigns. It replies in the customer's language, even when you wrote in another one.

When the answer is not there, Core says so instead of guessing. It does not invent prices, dates, stock, or policies.

File a complaint

When a customer describes a problem, Core asks for what is missing, then restates it as a short title and asks whether to file it. Nothing is filed until the customer agrees. After filing, Core replies with the complaint's code (such as CMP-7K4M2Q) and a link the customer can use to share it, if they want.

If your team has units, Core may ask one short question first to find the right one, for example whether a problem is about the booking or the payment. It names areas, never people, and asks at most once per conversation.

Pass it to a person

Some messages need your team: a specific order, a refund, a complaint about a stay that needs a decision, or a plain request to talk to someone. Core tells the customer that a person needs to answer and asks whether to pass the message on. With a yes, it hands the message to whoever you chose, and on channels where your team cannot reply in the conversation (the widget, Telegram, Slack), it first asks how a person can reach them. Each customer can be passed on once a day.

You can turn this off, choose who receives these messages, and choose how they hear about them. See Needs follow-up.

What customers never get

• Your workspace. A customer conversation cannot read your other complaints, your team, your settings, or another business's data.
• Off-topic help. Core stays on your business. A request for a poem, homework, or general advice is politely declined.
• Instructions that change Core. Messages that try to make Core ignore its rules or reveal its instructions are refused, and so is spam on public channels.

With you

In your workspace, Core answers questions about your own projects, complaints, team, plan, and usage, and walks you through setting things up. You reach it from Chat, the Ask Core button in every page header, and a linked Telegram chat or Slack DM. See Ask Core.

Core can also change things for you: file a complaint, change a complaint's status, or create a survey. It always shows what it will do and waits for your approval first.

Conversations are kept

Every conversation with a customer is kept for one year after its last message, so you can read what led to a complaint or a handoff. Before filing or passing a message on, Core tells the customer that your team will be able to read the conversation. When a customer writes again after a day of silence on Instagram, Telegram, or Slack, a new conversation starts.

Anyone who works a complaint can open its conversation from the complaint. If the customer wrote about other businesses in the same conversation, you only see the part about yours. See Read the conversation.

Getting better answers

• Write down what customers ask most. Short, factual sentences work best.
• When Core passes on a question it could have answered, use Teach Core on that message. The answer is added to what Core knows, so the next customer gets it from Core.
• Keep campaigns and help articles current. Core reads only the live ones.
• Never put private details in what Core knows. Core may repeat any of it to anyone who writes to the project.