A new vertical, trained on how your customers actually ask.
If your support questions don't fit e-commerce, SaaS billing or clinic scheduling, we build a domain agent for your vertical using the same method: define the intents, train on real examples, ground in your rules, and review before launch.
Verticals we're often asked about
How a new agent is built
Six phases, each with something you can review.
- 01
Define the domain
Together we list the intents your customers actually raise, the records each one depends on, and the actions a resolution requires. This becomes the agent's intent map.
You receive: Intent map, action list, scope boundaries
- 02
Collect domain examples
We use your resolved conversations, labelled by intent, as training examples. Personal details are removed before anything is used for training.
You receive: Labelled example set
- 03
Train on the patterns
The agent learns how customers in your vertical phrase each intent, including short, vague and multi-part messages, and what information it needs to confirm.
You receive: Domain-trained agent
- 04
Ground in your rules
Policies, rate cards, eligibility rules and system records are connected so that every answer can be traced back to a source you own.
You receive: Grounded knowledge and actions
- 05
Replay and review
The agent answers a held-back set of your past conversations. Your team reviews the answers, and anything that doesn't match is corrected before launch.
You receive: Review report, sign-off
- 06
Launch in stages
Start with a few intents live and everything else handed off. Widen the scope as the review numbers hold.
You receive: Live agent, staged scope
What we need to start
Four things, and none of them is a perfect dataset.
Most teams already have everything below. It just tends to be spread across a helpdesk, a shared drive and a few people's heads.
Resolved conversations
Past chats or emails with the final outcome. More variety matters more than more volume.
Written policies
The rules your team follows today, even if they live in an internal document or a spreadsheet.
Record access
Read access to the system that holds bookings, orders, claims or accounts, and write access for the actions you want automated.
A reviewer from your team
Someone who knows the domain and can say whether an answer is right.
An honest note on setup effort
A custom agent takes more work than switching on a pre-trained one. The largest share of the effort is on your side: gathering policies, giving record access and reviewing answers. Timelines depend mostly on how quickly those happen.
Some domains aren't a good fit. If most conversations need judgement that your own team can't write down as a rule, we'll say so early and suggest handling only the routine intents, with everything else handed off.
Questions
About custom agents
Is a custom agent available on every plan?
Custom domain agents are part of the Scale plan, because they include dedicated onboarding and a review cycle with your team.
Who owns the training examples?
You do. Your conversations are used only to train and evaluate your agent, and can be deleted when you ask.
Can a custom agent sit alongside a pre-trained one?
Yes. Many teams run a pre-trained agent for common questions and a custom one for the part of their business that is unique.
Or start with a domain that's ready today.
Pick the one that sounds most like your customers. We'll set you up with that agent first.