Control
You are in command of the agent.
Operator is where you decide exactly how Heard behaves: its identity and tone, what it is allowed to do on its own, when it must hand off, and where it must never guess. Powerful automation, fully governed.
Governed autonomy
Automate boldly, because you control the boundaries.
Start in Assist to review every reply, move to Autopilot once you trust it, and set a confidence threshold below which the agent asks instead of guesses. The boundaries are yours — in writing, not in our dashboard.
What you control
Every lever, in one place
Identity & tone
Name, persona, languages and the opening line the customer meets first.
Autonomy
Assist vs Autopilot, and a confidence threshold for auto-send.
Guardrails
What it must never do or say, and how it stays accurate and on-policy.
Handoff rules
When to escalate — low confidence, upset customer, high-risk intent — and to whom.
Allowed actions
Exactly which actions the agent may take on its own, and which need a human.
Audit trail
Every action logged and reviewable — what it did, why, and from which source.
Trust by design
Nothing the agent does is a mystery.
- Every reply is grounded in approved knowledge and cites its source — no open-ended guessing.
- High-impact actions (refunds, cancellations) can require a human, per your policy.
- A complete, exportable audit trail of every conversation and action.
- Change the rules and they take effect on the next conversation — no redeploy, no waiting.
“The difference between a demo and production is control. Operator is that control.”
Configure once. Govern everything.
See how much you can safely automate — and how tightly you can hold the reins.