AI Merchant Support Agent

    Merchant Support

    Your merchants resolve their questions instantly. Your team focuses on what matters. The Merchant Support Agent handles technical and operational queries in real time: transactions, payment statuses, integration troubleshooting, fees, and settlements.

    What does it do?

    Support process

    From query reception to resolution or escalation, every step is executed by the AI agent.

    INTELLIGENT RECEPTION

    Interprets the query from any channel

    The agent receives and understands merchant queries from chat, email, or API. Identifies the problem, extracts relevant IDs, and prepares the context.

    Live Chat · White-label
    ONLINE

    Hola, tengo problema con un merchant que no lo veo en el dashboard

    12:41

    ¡Hola Agustina! Me podrías confirmar el Merchant ID para investigar?

    12:41

    Merchant ID: MRC-4521

    12:42

    Encontré MRC-4521 — está en estado pending_review. Requiere aprobación de compliance.

    12:42

    Te envié los pasos para acelerar la activación. ¿Necesitas algo más?

    12:42

    Interpretando consulta multicanal…

    AUTOMATIC CLASSIFICATION

    Classifies type, urgency, and case context

    Automatically identifies the category (payments, dashboard, fees, integration), assigns priority, and determines if it can resolve at L1 or requires escalation.

    Auto Classification

    Categoría

    Dashboard / Visibilidad

    Prioridad

    Media — merchant activo

    Contexto

    Merchant con historial de pagos

    SLA

    < 5 minutos — L1 automático

    TROUBLESHOOTING

    Searches logs and traces by transaction ID

    Queries transaction logs, compliance statuses, KYB documents, and dashboard configuration to diagnose the root cause in seconds.

    Trace & Diagnose
    MRC-4521

    Transaction Logs

    Compliance Status

    KYB Documents

    Dashboard Config

    ESCALATION WITH CONTEXT

    When it escalates, the human doesn't start from scratch

    Prepares a complete context package: chat history, agent diagnosis, relevant logs, and suggested resolution — ready for the specialist.

    Smart Escalation
    PREPARING
    Historial de chat

    5 mensajes · 2m 14s

    Diagnóstico AI

    pending_review → compliance approval needed

    Resolución sugerida

    Escalar a compliance para aprobación manual

    What does it deliver?

    Actionable results

    Each query produces immediate resolution or intelligent escalation with full context.

    01
    STEP 01

    Autonomous L1 resolution

    Without human intervention in the majority of operational and technical queries.

    02
    STEP 02

    Troubleshooting by ID

    Direct search in logs and traces by transaction ID or merchant ID.

    03
    STEP 03

    Complete white-label

    Your merchants see your brand, not ours — 100% customizable.

    04
    STEP 04

    Escalation with context

    When it escalates, the human receives history, diagnosis, and suggested resolution.

    Autonomous L1 support,
    24/7, white-label

    When it escalates, it does so with full context — the human doesn't start from scratch.