Just a reply
Ordered 9 days ago, still no refund. Worst service.
So sorry for the trouble! Please DM us your order number and our team will get back to you.
The customer waits for someone on your team, and asks again tomorrow.
Claire, AI agent
Claire resolves requests the way your best people would.
Claire is the AI agent inside OpenDots. It connects to your own systems and resolves customer requests on Instagram, X and email end to end: it finds the order, checks the refund and tells the customer exactly what happens next, following playbooks your team has approved.
Instagram DMRiya S.
Ordered 9 days ago, still no refund. Worst service.
Claire · Refund not receivedApproved playbook
- Found the order#48213, placed 9 days agoOrders
- Checked the refund₹649, processed todayPayments
- Got the referenceRF-90317Refunds
- Told Riya what happens nextIn her DM, in 2 minutes
Claire replies in the DM
Found it: order #48213. Your refund of ₹649 was processed today and reaches your account in 2–3 days. Reference RF-90317.
Illustrative example
Replies and resolutions
A polite reply isn’t a solved problem.
A customer asking where their refund is doesn’t want an apology and a request to wait. They want the refund. Claire does what your best agent would: looks it up, acts within the limits you set, and tells them, in one message.
With Claire
Ordered 9 days ago, still no refund. Worst service.
Found it: order #48213. Your refund of ₹649 was processed today and reaches your account in 2–3 days. Reference RF-90317.
Claire resolves it in the first message. Your team never has to touch it.
How Claire learns
Claire learns how your team resolves requests, then resolves them the same way.
Claire starts from how your team already works. It reads your recent conversations, writes down what your best people do for each kind of request, and asks your team to sign off before it does anything on its own.
Learning mode
- 1Learn
Reads your last 30 days of conversations
- 2Draft
Proposes a playbook for each recurring request
- 3Align
Connects it to your knowledge, rules and systems
- 4Approve
Your team reviews it and signs off
The first draft playbooks are ready overnight, and every month Claire suggests new ones for you to approve.
Live mode
Every messageFilter noiseRoute
- OpenDots playbooks
- Your business playbooks
- Your team, when a request needs a human
Useful from day two with OpenDots’ ready-made playbooks. Yours join as you approve them.
Example playbook · AutomatedApproved
Refund not received
- 1Find the customer’s orderOrders
- 2Check the refund statusPayments
- 3If refunded, share the date and reference
- 4If not, raise the refund and give a dateRefunds
Goes to your team when the amount is above your limit, or the customer has asked twice
Runs on Instagram DMs · X · Email
A playbook is the steps, decisions, data and actions for one type of request.
Your systems
Claire connects to the systems you already run.
Claire works through your systems’ APIs, the same way your team does through their screens. Your records stay where they are, and Claire only does what a playbook you approved allows.
Your order system
Order status, items, delivery times, what you promised and what happened.
Payments and refunds
Whether a payment went through, a refund’s status and reference, and raising one when your rules allow.
Your knowledge base and SOPs
Policies, offers and the way your team handles each situation, so answers match what you actually do.
Where Claire works today
Instagram comments and DMs, X and email. OpenDots Reviews answers reviews on Google Play, the App Store and Google Business Profile without your systems. When a review needs them, the reply points the customer to a private channel, and Claire takes it from there.
Coming soonFacebookLinkedInWhatsAppWebsite and in-app chat
You stay in control
Claire works only within the boundaries you set.
ScenarioHuman onlyAssistedAutomated
Where is my refund?Automated
Coupon or offer questionAutomated
Wrong or missing itemAssisted
Food safety complaintHuman only
- Human only:
- your team writes the reply, from a suggested draft.
- Assisted:
- Claire writes the reply and prepares any action. Your team approves it in one tap, or edits it first.
- Automated:
- Claire resolves it end to end, within your rules.
Always a person
Legal threats, regulators, journalists and media, trending threads, abuse, VIP accounts, and anything Claire is unsure about.
Nothing invented
A reply can only use information Claire found in your systems for that specific message.
Everything logged
Claire records every message, lookup, decision and reply it sends. You see the full trail, and nobody can change it.
You hand over one scenario at a time. Claire never decides that for itself.
Getting started
Common requests from day two, the rest within a week or two.
How quickly Claire takes on the rest depends mostly on how soon your team shares its SOPs, knowledge base and system access, and signs off on the playbooks.
Day 1
Connect
Connect channels and share system access
Overnight
Learn
Reads your last 30 days and drafts playbooks
Day 2 onward
Review
Your team signs off on playbooks and shares SOPs
Before go-live
Test
Tried on past conversations, then handed over scenario by scenario
Go-live
Reply
Resolves common requests first, the rest as they’re approved
Every week
Insights
Suggests new patterns as they appear
What is Claire?
Claire is the AI agent inside OpenDots. It resolves customer requests end to end: it finds the order, checks the payment or refund in your systems, and tells the customer exactly what happens next. It follows playbooks your team has approved and hands anything sensitive or uncertain to a person.
How does Claire learn how our team works?
Claire reads your last 30 days of conversations, groups the requests that keep coming back, and drafts a playbook for each one: the steps, checks and actions your best people take. Your team reviews each playbook and signs off on it. The first drafts are ready overnight, and every month Claire suggests new playbooks for new requests.
Which channels does Claire work on?
Instagram comments and DMs, X and email today. Facebook, LinkedIn, WhatsApp, and website and in-app chat are coming soon. OpenDots Reviews answers reviews on Google Play, the App Store and Google Business Profile without your systems. When a review needs them, the reply moves the customer to a private channel where Claire resolves it.
How does Claire handle Instagram and X?
It sets aside spam, bots and friends tagging friends, sends sales and collaboration requests to the people who own them, replies in public within minutes and moves anything personal to DMs. There it resolves the request with your systems, then closes the public thread so everyone can see the outcome.
Which systems does Claire connect to?
The ones you already run, through their APIs: your order system, payments and refunds, and your knowledge base and SOPs. Claire reads from them and acts through them; your systems of record stay where they are.
What can Claire do on its own?
Only what you have approved, scenario by scenario. For each kind of request you choose whether your team handles it, Claire drafts and your team sends, or Claire resolves it end to end. Claire gets more authority only when you give it.
Will Claire make things up?
No. A reply can only use information Claire found in your systems for that specific message. Claire logs every message, lookup, decision and reply it sends, and nobody can change the log.
What always goes to a person?
Legal threats, regulators, journalists and media, trending threads, abuse, VIP accounts, food safety, and anything Claire is unsure about. Claire prepares the context and a draft so your team can act quickly.
How soon does Claire start resolving requests?
Common requests can go live from day two. The rest follow as your team shares its SOPs, knowledge base and system access and signs off on the playbooks: two or three days if your team moves fast, a week or two if not.
One platform
The rest of OpenDots.
Don’t take our word for it.
See OpenDots on your own reviews.
- First month free
- We set it up with you
- 10 minutes of your time
Leave your details and we’ll get in touch. Before our first call, we run OpenDots on your public reviews, so you see it answer your own customers.
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Your free month starts with a look at what your customers are saying today.
Instagram · X
On social, half the job is knowing what not to answer.
It filters out the noise
Spam, friends tagging friends, bots and off-topic chatter never reach your team.
It sends the rest to the right people
A complaint goes to support, a collaboration request to marketing, a bulk order to sales.
It fixes things in private and closes them in public
Claire moves a public complaint to DMs, sorts it out with your systems, and closes the thread so everyone can see the outcome.
Social is often where customers go when your other channels have already let them down, so the first public reply matters more than most.
Incoming on Instagram
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Ignored@friend we HAVE to try this 😍
IgnoredLove the new campaign! Open to a collab?
→ MarketingOrdered 9 days ago, still no refund. Worst service.
Claire takes it from hereResolved, and the public thread closed
Illustrative example