Ciara: your proactive assistant

Ciara is a standing thread pinned at the top of the chats list in the dashboard. She is the same assistant admins already chat with, with the same tools and the same settings proposals. The difference: she writes first, she can prepare the fix for you, and she comes back to tell you whether it worked.

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Meeting Ciara

The first time you open her chat, Ciara introduces herself in a short animation: how she finds what is costing you sales, how she keeps you posted, how she prepares fixes you approve, how she shows you the results, and how you decide how often she writes. It ends with a few questions to start with. Skip intro jumps to the end, and you can watch it again any time from the gear at the top of her chat (Watch the intro again).

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When she writes

• Something to fix now. A WhatsApp template rejected or paused, a WhatsApp quality drop or a line blocked from sending, a channel that needs reconnecting, or conversations waiting more than two hours for a reply from your team. She posts within the hour, at most twice a day; anything else waits for the next brief.
• A daily brief. One per day, from 8:00 in the morning (your time zone), with up to three things to improve:
  • conversions that dropped compared with the week before,
  • follow-ups the AI decided not to send,
  • one transfer rule causing most of your transfers,
  • conversations arriving outside business hours (before 8:00, after 19:00 or on Sundays) while the AI is off,
  • your team taking an hour or more, on average, to send its first reply,
  • orders left unconfirmed,
  • contacts stuck in the same funnel stage for more than two weeks,
  • the same correction showing up again in a later response evaluation,
  • repeated questions the AI could not answer,
  • catalog records the AI could not find or price,
  • website pages not yet indexed, or stale,
  • a Ciarem feature your account is not using that fits it: follow-ups, Instagram comment automations, checkout, satisfaction surveys, the evaluation center, or web chat.
• Good news. When something she told you about is fixed, the next brief says so, with the numbers it had before.
• A Monday recap. See The weekly recap.
• Only while your account is active. She writes while your subscription is active or your free trial is running; if a payment is pending, the subscription is canceled or the trial has ended, she stops writing until it is active again.
• Nothing, when nothing is new. She does not repeat a subject for a week (urgent items) or a month (improvements).

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What a post looks like

At the top of her chat you see Ciara herself; she moves while she is working on an answer. Each post is a short dated message plus one row per item. A row can have up to three buttons:

• Fix it for me. Ciara prepares the change (new knowledge, a coaching rule, an adjusted transfer rule, an agent setting, and so on) and shows it to you as a proposal. Nothing changes until you approve it.
• A second button that opens the relevant page, or asks Ciara a ready-made question such as “Explain why the rule X transfers so many conversations”, so she answers with your account’s real data. Items that need you on another screen (reconnecting a channel, editing a WhatsApp template) only have this button.
• Dismiss, which hides the item and removes it from Recommended actions.

Dismissed or resolved items stay in the thread, struck through. Items marked Done are fixes she noticed; a line like “Follow-ups: 3 → 18” is the result she measured a week after the fix.

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The weekly recap

Every Monday from 8:00 (your time zone), Ciara posts a recap of the last week instead of that day’s brief. It compares the week with the one before: A figure with no data in either week is left out, and there is no recap when the account had no conversations in either week. Below the figures she lists what got fixed, what changed after a fix, and the next thing worth doing.

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Ask her anything about growing

Reply in the same thread like in any other chat. Questions such as “how do I sell more?”, “my team is slow, what do I do?”, “am I better or worse than last week?” or “what am I not using?” get an answer from your account’s real data: at most three findings, biggest first, each with its number and the change in Ciarem that fixes it, and an offer to prepare the first one. Ciarem has no data about other businesses, so she compares you with your own previous weeks. Everything she suggests needs your confirmation. She never messages your customers and never changes settings on her own.

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How often and in which language she writes

Open the gear at the top of Ciara’s chat, or just tell her (“write to me only on Mondays”, “write to me in English”). These settings only change Ciara for you:

• Language: the language of her posts. By default, your organization’s. Her replies always follow the language you write in.
• Time zone: when the brief and the Monday recap arrive. By default, your organization’s.
• Frequency:
  • Daily: a recap every morning, the weekly recap and urgent alerts.
  • Weekly: only the Monday recap and urgent alerts.
  • Urgent only: she only writes when something needs fixing now.
  • Off: Ciara does not write to you on her own.

The same panel has Watch the intro again.

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Where else the items appear

The same items show in Recommended actions in the sidebar, under the To improve and Needs attention tabs.