From a customer question to an approved action

A booking change, step by step

Consider a customer asking to move a booking to Friday. An agent needs to understand which booking they mean, check the relevant rules and availability, and determine whether the change is allowed. A useful workflow could look like this:

1. Understand the request and identify the relevant booking.
2. Use the business information, availability and booking rules.
3. Make the permitted change, or request approval if required.
4. Update the booking and associated customer record.
5. Confirm the outcome, or hand the case to the agreed person.

The action follows the permission

Knowing the answer does not give an agent permission to change a record. Your setup defines which actions are available and when an approval is required. A request outside those rules becomes a case for a person.

Examples can also include creating a support case, notifying a colleague or preparing campaign content for review. The available actions depend on the connected systems and your agreed scope.

Keep the context with the handover

A person should receive the request, the conversation and the relevant details. OneSync’s managed team or your own staff can then continue the work, according to the responsibilities agreed at setup.

This is the agentic part of OneSync: understand a request, use company information and take an approved next step. Our managed team provides the judgement and delivery the workflow still needs.