Solution · AI queue
Zesto AI-owned support queue
The queue is an ownership problem. Zesto assigns a persona, drafts under policy, and escalates with a reason — instead of decorating tickets in a sidebar.
Assign, don’t decorate
A master bot picks the persona. Drafting runs as that persona — not a generic copilot pane waiting for a human to start.
Gate knowledge and tools
Private knowledge is always on. Product surfaces are opt-in. Chat and email can differ. Tools run only when allow-listed.
Escalate with a reason
Low confidence or policy stops auto-send. Status opens for humans with the thread, draft, and reasoning digest intact.
- Refund for order #8841ZE-4821 · EmailAI resolved · Stripe refund
- Production API rate limitZE-4820 · ChatNeeds human · full context attached
- Where is my shipment?ZE-4819 · FormAI resolved · tracking linked
- Enterprise plan upgradeZE-4818 · EmailRouted to AE · CRM enriched
In Zesto this means
Smart Inbox is the command center. Personas and triage assignment decide who drafts. Audit logs every AI-assisted action.
- Master triage → assignedAgentId / persona
- Draft as that persona with allowed knowledge
- Whitelisted tools only
- pending_approval or open when policy requires a human
- Audit / ai_interactions for review
- Approve, reject, claim, escalate from one pane