WORKFLOWS & RULES • FULL CONTROL
Automate what you can. Keep control where needed.
From ticket to action in 5 steps. You determine at every moment what happens fully automatically and where your team reviews.
From ticket to action
The 5 steps in every workflow: from arrival to control.
Ticket
Question arrives
Classification
Cusmato recognizes type and context
Rule
Determines automatically or manually
Action
Answer or escalation to team
Control
Audit log for transparency
Ticket
Question arrives
Classification
Cusmato recognizes type and context
Rule
Determines automatically or manually
Action
Answer or escalation to team
Control
Audit log for transparency
The Automation Spectrum
The balance between automatic and team control. Recognizable scenarios.
Delivery delayed
AI does
Cusmato automatically sends an update with new delivery time
Team reviews
Team intervenes in case of complaints or complex situations
Return request
AI does
Within term → automatically return label and instructions
Team reviews
Outside term or complex question → team takes over
Invoice question
AI does
Automatically resend invoice with correct attachment
Team reviews
In case of dispute or uncertainty → team checks first
VIP customer
AI does
Ticket gets immediate VIP label and high priority
Team reviews
Every answer first approved by team for extra attention
The Safety Net
Safety first. Every AI action is traceable, adjustable and can be stopped with one click.
Audit Log
Approval Mode
Set per category whether answers go automatically or need approval first.
Manual Override
Always possible to intervene manually, even when automatic workflow is active.
Why this is better
Less manual work
Automate common questions without your team having to respond every time.
Consistent answers
Every customer gets the same quality and information, regardless of who responds.
No risk
You determine where automation is allowed and where control is needed. Always safe.
Frequently asked questions
Can I require approval per category?
Can I use multiple workflows at the same time?
How does Cusmato handle exceptions?
Is there a log of what Cusmato sends?
Ready to get started?
Plan your pilot start. We go live in a controlled way.
SEAMLESSLY INTEGRATED WITH
Ready to get started?
Plan your pilot start. We go live in a controlled way.
SEAMLESSLY INTEGRATED WITH