Your CSR agent (Cora)

Overview#

Cora covers the Calls module. It presents the AI receptionist and the lead text agent you may already use, and adds lead triage: any new lead nobody has answered within 15 minutes gets a callback task in the CSR queue, so no lead waits.

Before you start#

• Open it from AI Team (the AI Team link next to Approvals) and click Open on Cora's card, or click Your CSR agent at the top of a Calls page.

• Owners and admins change autonomy and guardrails. People who can approve AI proposals (owners, admins, dispatchers, accounting) can use Do it, Dismiss and Undo.

• The AI receptionist and the text agent keep their own on/off switches (Calls › AI Receptionist and the lead text agent settings). Cora's autonomy controls lead triage only.

• Lead triage doesn't need an AI connection.

Steps#

What Cora does on each run#

1. Every 15 minutes, Cora looks for leads with status New, no reply from anyone (person or text agent), received more than 15 minutes ago and less than 3 days ago. Test leads are skipped.

2. For each one it prepares a task: Call back <name> about <service>, high priority, in the CSR queue, linked to the lead.

3. What happens next depends on autonomy: Suggest lists it on Cora's page (Do it creates the task); With approval puts it in Approvals; On its own creates it (up to the daily limit).

Set how far Cora may go#

1. On Cora's page, under Autonomy, click a level: Off, Suggest, With approval, On its own.

2. Under Guardrails, set the limits and click Save guardrails.

3. Click Run now to run it immediately instead of waiting for its schedule.

Review what it did#

1. In Activity, each entry says what, why, and the outcome (Suggested, Waiting for approval, Done, Undone).

2. Click Do it on a suggestion to do it with your permissions, or Dismiss.

3. Click Undo within 24 hours to reverse a reversible action.

Settings that change this#

• AI Team › (agent) › Autonomy: Off, Suggest, With approval, On its own.

• AI Team › (agent) › Guardrails: money limit per action, customer contact, quiet hours, actions per day, monthly AI budget.

Tips#

• Pair Cora with the text agent: the text agent answers in under a minute, and Cora catches the ones it hands off or can't text (no consent).

• The Speed to lead number on the lead page shows how fast the first reply went out.

Troubleshooting#

• No callback tasks appear. → Leads were answered (or are older than 3 days), or Cora is Off. → Check the lead's Speed to lead, or set Cora to Suggest or higher.

• Tasks go to nobody. → The CSR queue has no one working it. → Give CSRs the Tasks page, or change task routing in Settings › Agents.

FAQ#

Does Cora text or call customers itself? No. Lead triage only creates tasks. Texting is the text agent's job, with its own settings and hours.

Is everything Cora does recorded? Yes. Each action is in its activity log and in the audit trail, attributed to the agent (or to the person who approved it).

Coming from ServiceTitan#

In ServiceTitan, CSRs watch the Calls and Bookings screens for new leads by hand. Here the same lists exist (Calls, Bookings & Leads), and Cora watches them for you.