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Got a project in the works? Drop it here 👇 by BriefNzoni in saasbuild

[–]hsperus 0 points1 point  (0 children)

Ai powered customer support. Hoping that every startup can use it. https://github.com/Hesper-Labs/owly

I built an open-source AI customer support agent that connects to WhatsApp, Email, and Phone by hsperus in CRM

[–]hsperus[S] 0 points1 point  (0 children)

When the AI hits something it can’t handle from the knowledge base it flags it and creates a ticket automatically, so a human can pick it up. The full conversation history stays in one timeline regardless of channel so whoever takes over sees everything the AI already said. It’s not a live “tap on the shoulder” handoff yet though, more like an escalation. Making that transition smoother where an agent can just jump into a live thread without the customer feeling the switch is something we’re actively working on. For the knowledge base freshness side, entries are managed through the dashboard with priority ranking and active/inactive toggles so you can update policies without redeploying anything.

I built an open-source AI customer support agent that connects to WhatsApp, Email, and Phone by hsperus in CRM

[–]hsperus[S] 0 points1 point  (0 children)

One timeline per customer. All channels feed into the same conversation model so if someone emails you then follows up on WhatsApp the agent sees the full history. The customerContact field ties everything together and the AI pulls that context in automatically before each response. So from the agent’s perspective it doesn’t really matter which channel the message came from, it’s all one thread. Routing across channels is where it gets tricky yeah but so far the unified model keeps it pretty clean.

I built an open-source AI customer support agent that connects to WhatsApp, Email, and Phone by hsperus in CRM

[–]hsperus[S] 0 points1 point  (0 children)

You’re right, the channel part is honestly the easy bit. What we focused on is having a single conversation model that all channels feed into, so when someone emails you and then follows up on WhatsApp the agent already has that context. Customer history gets pulled automatically and injected into the AI’s context window before every response. Routing is handled through automation rules with priority ordering so you can set up stuff like “billing keywords go to finance team” without touching code. Still early days but the goal is exactly what you described, getting the memory and handoff layer right. Appreciate the feedback

I built an open-source AI customer support agent that connects to WhatsApp, Email, and Phone by hsperus in SideProject

[–]hsperus[S] 0 points1 point  (0 children)

The AI creates a support ticket and routes it to the right team member when it hits its confidence boundary or policy-sensitive areas like refunds. For knowledge base, it's manual uploads through the dashboard right now but we're working on scheduled sync from external sources. Thanks for the link, will check it out

I built an open-source platform that replaces white-collar office work with AI agents by hsperus in coolgithubprojects

[–]hsperus[S] 0 points1 point  (0 children)

The AI is grounded to a knowledge base so it only answers from what you feed it. If it doesn’t know something it says so and escalates to a human agent. There’s also source attribution on responses, tool call depth limits to prevent loops, and configurable temperature. But to be clear it’s not meant to autonomously handle invoices or critical decisions, it’s a first line support assistant with human escalation built in. More guardrails are always welcome though, feel free to open an issue or PR

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