Actions Inside the Conversation — AI Agents That Get Things Done
Order status, returns, discounts, account changes — inside the conversation, governed by your rules.
In short
Tactful AI Agents carry out actions inside the conversation by connecting to your systems. They can update an order, process a refund or change account details while the customer is still chatting. Every action is logged in the conversation history; you can require a manager's approval before sensitive actions, and your team can take over at any time.
Most platforms reply to customers. This one resolves their issues.
After the customer explains their problem, Governed Actions close the loop in-conversation. A person on your team can take over whenever it is needed.
The actions are carried out by AI Agents for customer service. Plans and pricing are based on your monthly conversations and brands.
- Reply to customers
- Log tickets
- Escalate to another team
- Process refunds
- Update orders
- Resolve issues in-conversation
Execute business operations. With full control.
Every action is controlled, auditable, reversible. You set boundaries — the platform enforces them.
Connected to your systems
Actions run in the systems you already use, such as Shopify, Odoo, your CRM or order system. Tactful's team connects them for your setup.
Approval gates
Sensitive operations require manager sign-off. You define thresholds. Platform enforces them.
Every action logged
Who, what, when and outcome for every action. Searchable, exportable, compliance-ready.
Configurable rules
Refund limits, discount caps, escalation triggers — set guardrails, change anytime. All visual.
In-conversation resolution
Issues resolved during the conversation — not after three escalations and a follow-up email.
Role-based access
Control which agents and AI execute which actions. Different roles, different permissions.
See it in action
Governed Actions — real-time execution with approval gates.
Request → Validate → Execute → Log
Every action follows the same governed path. No shortcuts. No blind spots.
Action requested
Customer needs refund, order change, or update. AI identifies the action.
Rules checked
Validates against your rules — refund limits, eligibility, approval thresholds. Within bounds, it proceeds. Outside them, it goes to a person.
Action executed
Runs in your connected system — CRM, OMS, payment processor. Customer gets confirmation in-conversation.
Everything logged
Who requested it, what was checked, who approved, what executed, the outcome. Searchable and exportable.
How it works with your team
Every action an AI Agent takes is logged in the conversation history, with what was checked and what happened. You can require a manager's approval before sensitive actions, for example refunds above a set amount. The action waits until the manager signs off.
A person on your team can take over any conversation at any time, with the full history in front of them.
See governed actions in your workflow
Every action documented, auditable, and secure. See it live.
Resolution, not just conversation
Real examples of how Governed Actions turn conversations into resolved outcomes — inside every industry.
Returns and refunds — resolved instantly
AI checks eligibility, processes refund, confirms outcome — in-conversation.
Order modifications at scale
Address changes, delivery reschedules, item swaps — handled by AI within your order rules. Routine changes are resolved end to end, and anything unusual goes to your team.
Guest request fulfilment
Room upgrades, late checkout, reservations — connected to PMS. VIPs escalated.
Compliance-first operations
Transaction disputes, card controls, account verifications — fully auditable, every gate enforced, every outcome defensible.
When a conversation becomes a case, it flows straight into the built-in service desk →
Built for industries where every action is scrutinised.
Every action logged, approval gates enforced, compliance evidence always available.
- Timestamped records — actor, outcome, and full approval chain
- Configurable approval gates — by value, type, segment, or channel
- Role-based access control for action execution
- Exportable audit reports for compliance reviews
- SLA tracking on pending approvals
- Pattern monitoring helps surface unusual activity
Stop routing customers to other systems. Resolve more inside the conversation.
2–3x conversion lift. Refunds, exchanges, account changes — in-conversation.
30-minute personalised walkthrough. No slides, no pressure.