Connect AI Supervisor

Every Connect thread has a fourth participant: the Supervisor — the same AI agent that runs your OpenCX support, with the same Knowledge, the same Actions, and the same handoff rules. It reads every lane and acts on what it sees. This is the difference between chat infrastructure and Connect. A chat pipe moves messages between three people and stops there. The Supervisor makes the conversation resolve.

Three modes, set per lane

Mode	The Supervisor will…	Use it for
`observe`	Watch silently: sentiment, safety masking, analytics, escalation triggers. Never speaks.	Lanes where you only want a safety net
`assist`	Everything in observe, plus live translation, suggested replies for merchants and couriers, and unanswered-message nudges.	Keeping humans fast without AI speaking to customers
`resolve`	Everything in assist, plus answering directly: order status, ETAs, policies, anything your Actions can do. Default.	Absorbing the traffic that shouldn’t interrupt anyone

Set org defaults in Connect → Supervisor, override per thread or per lane at creation or any time with a PATCH. Autopilot topic rules apply — topics you’ve gated to humans stay with humans in Connect too.

What intervention looks like

Answers before anyone is interrupted

In resolve mode the Supervisor fields the questions that dominate order chat — where is my order, how long, can I change the address, what’s the refund policy — grounded in the thread’s order_status, your custom_data, your Knowledge, and live calls to your Actions (track shipment, check refund eligibility, modify delivery notes). Merchants cook, couriers drive, customers get answers in seconds.

Live translation

Each participant sets a language. The Supervisor renders every message in the reader’s language — the Arabic-speaking customer and the English-speaking courier each see a native conversation, with the original a tap away. No configuration, no per-message API calls, no translation add-on tier.

Nudges and cover

Delivery chat dies when one side goes quiet. The Supervisor tracks per-lane response times: after a configurable silence (default 5 minutes) it nudges the silent party, and in resolve mode it covers where it can — “The store hasn’t replied yet; I checked your order and the kitchen marked it ready 2 minutes ago.”

Safety, always on

In every mode, including observe:

PII masking — phone numbers, emails, payment details typed into a lane are masked before delivery.
Abuse filtering — harassment and profanity handled by AI moderation, not wordlists; incidents logged per participant.
Off-platform detection — “call me on +974…” or “pay me cash directly and I’ll cancel the fee” gets masked and flagged to you via webhook.

Escalation into your real support

When the Supervisor hits its limits — frustrated customer, prohibited topic, explicit “I want a human”, or a nudge chain that went nowhere — it escalates: a standard OpenCX session opens in your inbox, carrying a summary of the thread, the sentiment trail, and the order context. Your agents handle it with your normal routing, SLAs, and helpdesk sync — Connect is a channel in your support stack, not a second stack.

Configuration

{
  "supervisor": {
    "mode": "resolve",
    "lanes": {
      "customer_merchant": { "mode": "resolve", "nudge_after_seconds": 300 },
      "customer_courier": { "mode": "assist" }
    },
    "escalation": {
      "sentiment_threshold": "frustrated",
      "on_unanswered_nudges": 2
    }
  }
}

Everything here has a dashboard equivalent under Connect → Supervisor, where you’ll also find per-lane analytics: resolution rate, deflected messages, translation volume, nudge outcomes, and escalation reasons — the same Insights pipeline as the rest of OpenCX.

Threads and lanes

The conversation model the Supervisor operates on.

Connect webhooks

Every intervention and escalation, streamed to your backend.

Connect

Concepts

Reference

Three modes, set per lane

What intervention looks like

Answers before anyone is interrupted

Live translation

Nudges and cover

Safety, always on

Escalation into your real support

Configuration

Threads and lanes

Connect webhooks

​Three modes, set per lane

​What intervention looks like

​Answers before anyone is interrupted

​Live translation

​Nudges and cover

​Safety, always on

​Escalation into your real support

​Configuration

Threads and lanes

Connect webhooks

Three modes, set per lane

What intervention looks like

Answers before anyone is interrupted

Live translation

Nudges and cover

Safety, always on

Escalation into your real support

Configuration