The path of a message
The complete path of a message
From the moment they write to you until the agent answers (or acts), no shortcuts, no black boxes. These are the real steps, with a complete example.
The 8 steps
STEP 01 / 08
The message arrives
Through WhatsApp, Instagram or your website's chat: they all go through the same path.
Hi! How much is the gray recliner?STEP 02 / 08
It gets verified and queued
A service confirms the message is really from your channel, not a forged one, and queues it: during a traffic spike, none get lost or processed twice.
STEP 03 / 08
The conversation gets assembled
It identifies who's writing, merges the messages that arrived back to back into one, and brings in the chat history.
STEP 04 / 08
It already knows who it is and how to answer
It starts with a summary of its instructions: what you sell, how it talks, what it should never make up.
Its instructions
“You're the assistant for Muebles del Sur. Sell warmly, never make up prices or stock.”
STEP 05 / 08
It decides whether it needs to look something up
A greeting doesn't trigger anything. If they ask for a specific price, condition or schedule, that's when the search kicks in.
It's a greetingIt already knowsSearch your documentsKeep going on the same topicSTEP 06 / 08
It searches your information, it doesn't guess
It checks what you uploaded by meaning and by exact word, and keeps only what's most relevant to that question.
Price list 2026.xlsx
- Gray recliner — $145,000
- Black recliner — $145,000
- 2-seat sofa bed — $210,000
STEP 07 / 08
It answers, or takes the real action
It builds the reply from what it found, in its own words. If it has tools connected, it can also book a visit, log an order or send an email: it doesn't stop at just answering.
Yes! The gray recliner is $145,000. Want me to hold one for you?STEP 08 / 08
It goes back the same way, fully logged
The reply leaves through the same door the message came in. Every step gets its own trace: if something fails, you can see exactly where.