All use cases

Upsell & Cross-sell

Second sale inside the support conversation

Every "where is my order?" is a customer already talking to you — the agent earns the second sale before the chat closes.

Next best thingClose the loopBehavioral triggerChatEmailVoiceWhatsApp

What it does

Your support queue is full of customers at the exact moment they are thinking about your products: checking stock, tracking a delivery, asking how something works. Most teams resolve the ticket and close the chat, and the moment is gone. This agent treats service traffic as a sales channel. Once the original question is genuinely resolved, it surfaces the right add-on, tier, or bundle for that customer, drawn from what they asked, what they own, and what memory holds about them. Where this pattern runs in production, support conversations convert at up to 2.5x the rate of ordinary sessions, and order values rise around 20%.

How it works

  1. 1
    Trigger. a support contact arrives on chat, email, voice, or WhatsApp: a stock check, a WISMO query, a product enquiry.
  2. 2
    Decision. the agent resolves the service question first, then weighs whether a second sale fits — purchase history, the need revealed in the conversation, and frequency caps all factor in. A quality judge gates the offer; if the customer is frustrated or the fit is weak, no offer is made.
  3. 3
    Action. the offer lands inside the same conversation as a natural next turn: the in-stock alternative plus its companion product, the larger size on the item they reorder monthly, the bundle that covers the need they just described.
  4. 4
    Follow-through. accepted offers go to the customer's cart or a secure payment hand-off on the client's hosted checkout; the outcome is written back to memory so the next conversation knows what was offered, taken, or declined.
Example
AgentGood news — your order is out for delivery and should arrive by this evening. While you're here: you've reordered the joint-support capsules three months running. The ninety-day pack works out noticeably cheaper per dose. Want me to set that up for next time?
CustomerOh, didn't know that existed. Yes please.
AgentDone — the ninety-day pack is in your basket, and I've sent you a secure checkout link. Your delivery today is unaffected.

Configuration

How the agent is wired for this use case.

Triggera support contact arrives on the messaging channel — a stock check, a WISMO query, a product enquiry — and intent classification tags it for a possible second sale.
Tools & actions
  • Messaging channel · resolves the service question, then surfaces the add-on, tier, or bundle as a natural next turn
  • OMS · reads order and purchase history; adds the accepted item to the customer's cart
  • Product catalog · checks stock and pricing for the alternative, larger size, or bundle
  • Payment provider · hands off to the client's hosted checkout via a secure link
  • Memory store · logs what was offered, taken, or declined for the next conversation
Autonomyresolution and the in-conversation offer run unattended under judge gating on every offer; a frustrated customer or weak fit blocks the offer, and money movement is a hosted-checkout hand-off rather than the agent charging the card.
Channelschat · email · voice · whatsapp
Escalationif the service issue is unresolved or sentiment is negative, no offer is made and the conversation stays on the support track for a human.

What you need

The inputs this use case runs on. Your channels stay yours; the agent supplies the judgment.

Signals

new support conversation, intent classification (WISMO, stock check, product enquiry), resolution-complete event

Data

order and purchase history, catalog with stock and pricing, customer memory of past offers and preferences

Guardrails

offer only after the service issue is resolved; judge gating on every offer; sentiment check suppresses offers to frustrated customers; frequency caps per customer; outcomes logged to memory

Metrics it moves

  • aovup, as resolved conversations end with a fitting add-on instead of just a goodbye
  • revenue-per-conversationup; the support channel starts carrying attributable sales
  • attach-rateup on bundles and companion products surfaced in context
  • conversion-rateup versus non-conversational sessions, because the customer is already engaged

Related use cases

Convert

Support-to-sales opportunity detection

spotting the buying intent this card acts on

Upsell & Cross-sell

Next-best-product recommendation block

the in-reply UI for the offer itself

Upsell & Cross-sell

WhatsApp care-opener upsell

the same care-first sale, agent-initiated

See it on your own customer journey

Bring one drop-off, one churn cliff, or one silent segment. We will show you what a proactive agent with memory and judgment does with it.

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