# Governed Actions — Execute Inside the Conversation, Not After It

Order status, returns, discounts, account changes — inside the conversation, governed by your rules.

## Statistics

- **2–3x** Conversion lift
- **+40%** CSAT improvement
- **100%** Audit coverage
- **< 4s** Action execution

## Governed Actions

Live · 47 actions today

### Monitoring

- **Return approved**  
  Order #78932 · $89.99 refund to original payment
- **Auto-approved**  
  Under $100 threshold · No approval required
- **Delivery rescheduled**  
  Order #81204 · New date confirmed with carrier
- **Auto-approved**  
  Standard action · Carrier API integrated
- **Partial refund**  
  Order #79341 · $240.00 · Damaged item claim
- **Pending approval**  
  Over $200 threshold · Manager approval required
- **Account upgrade**  
  Customer #4821 · Upgrade to VIP tier
- **Auto-approved**  
  Loyalty score > 85 · Auto-eligible
- **Discount applied**  
  Customer #5102 · 15% retention discount
- **Pending approval**  
  Discount > 10% · Supervisor approval required

All actions logged · Full audit trail

## Core Capabilities

### Execute business operations. With full control.

Every action is controlled, auditable, reversible. You set boundaries — the platform enforces them.

#### Connected to your systems

Actions execute in your existing systems — CRM, OMS, payments, ERPs. No middleware. No manual entry.

#### Approval gates

Sensitive operations require manager sign-off. You define thresholds. Platform enforces them.

#### Full audit trail

Every action logged — who, what, when, outcome. Searchable, exportable, compliance-ready.

#### Configurable rules

Refund limits, discount caps, escalation triggers — set guardrails, change anytime. All visual.

#### In-conversation resolution

Issues resolved during the conversation — not after three escalations and a follow-up email.

#### Role-based access

Control which agents and AI execute which actions. Different roles, different permissions.

## Request → Validate → Execute → Log

Every action follows the same governed path. No shortcuts. No blind spots.

1. ### Action requested
   Customer needs refund, order change, or update. AI identifies the action.
2. ### Rules checked
   Validates against your rules — refund limits, eligibility, approval thresholds. Within bounds? Proceeds. Not? Escalates.
3. ### Action executed
   Runs in your connected system — CRM, OMS, payment processor. Customer gets confirmation in-conversation.
4. ### Everything logged
   Who requested it, what was checked, who approved, what executed, the outcome. Searchable and exportable.

## Use Cases

### Resolution, not just conversation

Real examples of how Governed Actions turn conversations into resolved outcomes — inside every industry.

#### Ecommerce
  - **Returns and refunds — resolved instantly**
    AI checks eligibility, processes refund, confirms outcome — in-conversation.

#### Retail
  - **Order modifications at scale**
    Address changes, delivery reschedules, item swaps — handled by AI within OMS rules. High-volume ops that used to need agents now resolve autonomously.

#### Hospitality
  - **Guest request fulfilment**
    Room upgrades, late checkout, reservations — connected to PMS. VIPs escalated.

#### Financial Services
  - **Compliance-first operations**
    Transaction disputes, card controls, account verifications — fully auditable, every gate enforced, every outcome defensible.

## Governance & Compliance

### Built for industries where every action is scrutinised.

Every action logged, approval gates enforced, compliance evidence always available.

- Timestamped records — actor, outcome, and full approval chain
- Configurable approval gates — by value, type, segment, or channel
- Role-based access control for action execution
- Exportable audit reports for compliance reviews
- SLA tracking on pending approvals
- Pattern monitoring helps surface unusual activity

## Audit Log

Full history · Exportable

| Time         | Action                      | Actor       | Outcome            |
|--------------|-----------------------------|-------------|---------------------|
| 14:32:01     | Refund processed           | AI Agent    | $89.99 Auto-approved |
| 14:28:44     | Order modified             | Mika S.     | Manual               |
| 14:25:18     | Discount applied           | AI Agent    | 15% Mgr approved     |
| 14:22:03     | Delivery rescheduled       | AI Agent    | Auto-approved        |
| 14:18:55     | Account upgraded           | Ravi P.     | Manual               |