What the agents do
Justwon's agents read what you have connected and keep one picture of each customer account. Inside Justwon they:
- score each account and write up what they find, for example its health and what is at risk;
- prepare your daily Inbox, with the cards that need you;
- answer questions in the agent panel, with the sources behind each answer;
- save notes and conclusions that they and your team can read later, and save a note when you ask them to;
- ask you a question on a card when they need information they cannot find;
- propose a change to a play, a guideline or a context record in your Playbook.
Everything in that list stays in Justwon. A proposed change to the Playbook is approved by a workspace admin, and the live record stays in use until then.
What can reach outside Justwon
An agent can reach another tool only through an action, and only in a tool you have connected. The actions that exist, with the tools in this guide that offer them, are:
| Action | Tools |
|---|---|
| Send a message | Slack, Microsoft Teams |
| Email the customer | Outlook |
| Reply to a support ticket | Zendesk, Intercom |
| Escalate to a human | Slack |
| Add a CRM note | HubSpot, Zendesk, Intercom |
| Create a CRM task | HubSpot |
| Update a CRM field | HubSpot (deals), Zendesk (status, priority, assignee) |
| Create a calendar event | Outlook Calendar |
An action has to be allowed in two places before it can run. First, a person ticks it under What Justwon may do on that connection's Configuration tab. Nothing is ticked until someone ticks it. Second, it has to be allowed under Settings, on the Agents tab, which is where the levels below are set.
Justwon has no action that deletes a record in your tools. A tool that is not connected has no actions.
How far the agents may go
The workspace has one level that sets the most the agents do without asking a person first. It is on the Agents tab of Settings. A new workspace starts at Assess. Justwon switches on the higher levels with you.
| Level | What it means |
|---|---|
| Off | The agent is off. Nothing wakes, scores, or acts; data still flows in from your integrations. |
| Assess | Agents read the accounts and write up what they find. Nothing leaves Justwon. |
| Assist | Agents prepare each action; a person approves it before anything reaches a customer. |
| Auto | Approved plays act on their own, inside the limits set below. |
Under the level, each action can be held lower. The Agents tab says: "An action can never go past the ceiling above. High-risk actions always ask a person. One customer can be tightened further on its own page." A setting for one action can only tighten the level, never raise it.
What always asks a person
Some actions always wait for a person, whatever the level. Justwon enforces this when it decides whether an action may run: an action that cannot be undone, or that is rated high risk, always requires approval. Posting a message, sending an email, replying to a ticket, adding a note or task in a tool, changing a field and creating a calendar event all fall under this today, because none of them can be taken back by Justwon.
On the Agents tab, an action of this kind says "Always asks a person, whatever the ceiling says."
At Auto, an action that can be undone and is not rated high risk can run without a person. An example is a direct message that asks a colleague to review a finding.
How you approve
A proposed action reaches you as a card titled Approval needed, in the agent panel, and on the Activity page, which lists what waits on you and what the agents did. The card says what will happen and whether it leaves your workspace. Choose Approve, Decline or Decide later. Each action also shows why it is waiting, for example that it cannot be undone once it is carried out, and who approved it.
What the agents cannot do
- They cannot act in a tool you have not connected, or take an action you have not ticked.
- They cannot take an action that does not exist. Justwon has no action to delete records in your tools or to close a Zendesk ticket.
- They cannot go past the level of the workspace, or past a lower setting on one action or one customer.
See where an answer comes from and Roles.