The conversation
My order hasn’t arrived. Can you check where it is?
ISHAAN
I’ll match your order and look at the latest shipment event.
Conversation → structured context
Hire Ishaan.
Delivery answers. Without the support queue.
Ishaan is UnleashX’s Customer Support Specialist. Ishaan autonomously looks up orders, reads shipment events, answers delivery questions, sends current status updates and records or routes delivery exceptions. Routine actions run within your configured knowledge, permissions and business rules; exceptions and decisions outside that authority go to your team with context.
Autonomous execution within your rules. Human handoff when required, not at every step.
100+ system integrations · SOC 2 and ISO 27001 · Information security standards
ISHAAN AT WORK
From ‘where is my order?’ to a verified delivery update.
Ishaan autonomously looks up orders, reads shipment events, answers delivery questions, sends current status updates and records or routes delivery exceptions. Switch to an exception to see when, and why, your team steps in.
CUSTOMER REQUEST
Ishaan
Match customer and order reference
Autonomous · within your rules
Orders + carrier events
People join only when needed
Delivery timeline
- Order · reference matched
- Shipment · carrier identified
- Latest event · out for delivery
SYSTEM ACTION
Match customer and order reference
Awaiting workflow steps
Step 1 of 4 · Match
Example sequence only. Channels, integrations and permitted actions are configured and validated for your deployment.
SELF-SERVICE SETUP
You configure Ishaan.
Ishaan gets to work.
Sign up and make this pre-built role your own. Prepare your approved knowledge, business rules, system access and escalation owner before launch.
ROLE CONFIGURATION
Define the job
YOUR ROLE BRIEF
- Starts with
- A placed-order or delivery enquiry
- Works toward
- A source-backed update or an assigned delivery exception
- First responsibility
- Find the right order
- Human authority
- Pre-purchase support owned by Sarah, return and refund requests owned by Zara, and disputed deliveries or order changes outside approved authority
A defined scope for Ishaan to work within.
Sign up
Create your account, then configure your employee in UnleashX. This preview does not save settings or connect systems.
THE JOB TO BE DONE
A clear responsibility.
A verifiable outcome.
Hire Ishaan to own the routine work, not just recommend the next step. Ishaan looks up orders, reads shipment events, answers delivery questions, sends current status updates and records or routes delivery exceptions, without step-by-step supervision. Your team sets the rules and handles pre-purchase support owned by sarah, return and refund requests owned by zara, and disputed deliveries or order changes outside approved authority.
Role ownership: Sarah owns pre-purchase support; Zara owns return and refund requests.
Work Ishaan executes autonomously
- Find the right order
- Read shipment events
- Explain the status
- Handle the exception
- Record the conversation
Your team handles the exceptions
Pre-purchase support owned by Sarah, return and refund requests owned by Zara, and disputed deliveries or order changes outside approved authority stay with authorized people in the scope described here.
- Use approved knowledge instead of guessing an answer.
- Separate customer intent from a confirmed system result.
- Assign unresolved work to a named team.
- Test policy changes before expanding responsibility.
Define Ishaan’s knowledge, system permissions and business rules before launch. Ishaan executes within that scope autonomously. The examples illustrate the workflow; they are not measured customer results.
FROM REQUEST TO RECORDED RESULT
How Ishaan executes the work.
Starting with a placed-order or delivery enquiry, Ishaan runs these steps autonomously within your configured permissions and business rules. Routine work does not wait for manual approval. Exceptions and unverified outcomes follow the agreed recovery or human-handoff path.
- 01
Find the right order
Apply approved customer checks and locate the order without exposing unrelated purchases.
- Information needed
- Order reference and customer identifier.
- What moves forward
- The correct order context.
- 02
Read shipment events
Review the latest available fulfilment and carrier events, including multiple shipments.
- Information needed
- Shipment references, event timestamps and source status.
- What moves forward
- A current view of what is known and unknown.
- 03
Explain the status
Translate recorded events into a clear answer, distinguishing estimates from confirmed events.
- Information needed
- Approved status explanations and delivery information.
- What moves forward
- A supported update rather than an invented arrival time.
- 04
Handle the exception
Route delays, missing parcels or contradictory records with the relevant evidence.
- Information needed
- Customer report and shipment history.
- What moves forward
- An assigned investigation or approved next step.
- 05
Record the conversation
Save the explanation and follow-up owner so a repeat contact starts with context.
- Information needed
- Case update and routing result.
- What moves forward
- A traceable customer-service outcome.
HUMAN HANDOFF
When an exception needs a person, send the full context.
A handoff should explain the request, completed steps and unresolved decision. Do not make customers repeat information already captured, or leave a failed operation without an owner.
- Customer and source-record references
- The customer’s stated request or concern
- Completed actions and verified results
- Unresolved questions and exception reason
- Relevant knowledge or policy version
- Assigned team and the next decision needed
DESIGN THE DIFFICULT CASES
Exceptions need a path, not a success message.
Use these role-specific cases when reviewing the workflow with business and technical owners. The expected behavior must be agreed before a pilot, not inferred after something fails.
Carrier data is stale
Explain the last recorded update and route according to the delay policy.
Review: Timestamp and investigation owner.Order contains split shipments
Explain each shipment separately without marking the entire order delivered.
Review: Item-to-shipment mapping.Customer disputes delivery
Capture the report and route an investigation rather than asserting receipt.
Review: Delivery event and customer report retained.SYSTEMS & PERMISSIONS
Connect the work to the source of truth.
Agree the exact records, fields and operations needed for Ishaan’s role. Reading context and changing a record are different permissions. The categories below are the requirements map for this role. Scoping confirms the exact reads and writes against your systems.
| System category | Workflow use | Review before connecting |
|---|---|---|
| Order management | Read order and item state. | Customer matching and field permissions. |
| Fulfilment / carrier events | Read shipment status and timestamps. | Event freshness and split-shipment mapping. |
| Support desk | Record delivery issues and follow-up. | Case ownership and escalation history. |
Bring system names, versions, API documentation and test-environment access. Review identity matching, retention, network boundaries, credential ownership and how an ambiguous write is reconciled.
Explore integration requirementsPILOT EVIDENCE
Measure the result.
Inspect the failures.
Choose an eligible cohort and record the current baseline. Keep successful conversations, verified outcomes and unresolved exceptions separate. Define a review sample that includes normal cases as well as failed tools and difficult customer requests.
Status accuracy
Answers matching the source events at the time of contact.
Unsupported promises
Reviewed replies containing arrival commitments absent from approved sources.
Exception usefulness
Delivery investigations receiving order, shipment and customer context.
| Test case | Expected behavior | Evidence to inspect |
|---|---|---|
| Carrier data is stale | Explain the last recorded update and route according to the delay policy. | Timestamp and investigation owner. |
| Order contains split shipments | Explain each shipment separately without marking the entire order delivered. | Item-to-shipment mapping. |
| Customer disputes delivery | Capture the report and route an investigation rather than asserting receipt. | Delivery event and customer report retained. |
Agree thresholds before testing, then measure verified outcomes, action accuracy and time saved against your baseline.
Review the evaluation approachIMPLEMENTATION GATES
Prepare the workflow before production.
Pre-built means the role is a starting point. It runs alongside knowledge review, integration mapping and your organization’s release decision.
Scope
Define eligible cases around this trigger: a placed-order or delivery enquiry. Agree what counts as a source-backed update or an assigned delivery exception and which requests are excluded.
Output: approved role brief and named business owner.Connect
Map required fields and approved knowledge to the systems listed above. Separate read permissions from writes, test identity matching and document failure recovery.
Output: reviewed access and data-flow map.Evaluate
Exercise the normal journey and the exception cases on this page. Inspect responses, system actions and final records together, with a reviewer for unresolved results.
Output: acceptance record and documented open issues.Release
Start with limited traffic, monitoring ownership and stop conditions. Review the first outcomes before expanding scope; keep a way to pause work and return it to people.
Output: rollout, support and recovery plan.Estimate the timeline from actual dependencies. Confirm privacy, contact requirements and decision authority with the relevant internal owners. Deployment design is not a substitute for their review.
BUYER GUIDANCE
Choose the right level of responsibility.
Hire Ishaan to own the routine work, not just recommend the next step. Ishaan looks up orders, reads shipment events, answers delivery questions, sends current status updates and records or routes delivery exceptions, without step-by-step supervision. Your team sets the rules and handles pre-purchase support owned by sarah, return and refund requests owned by zara, and disputed deliveries or order changes outside approved authority.
Use simpler automation when…
The input is structured, the action is fixed and there is no ambiguity to clarify. A form, notification or rule-based workflow can be the appropriate tool. Do not add a conversational role solely to perform a deterministic system update.
Consider Ishaan when…
You want routine work executed end to end, without supervising each action. Keep the outcome explicit: a source-backed update or an assigned delivery exception. Validate that the configured role can meet that outcome under your constraints.
Keep a human in charge when…
The case requires pre-purchase support owned by sarah, return and refund requests owned by zara, and disputed deliveries or order changes outside approved authority. The AI employee can prepare information and route the request without assuming decision authority.
Build a custom workforce when…
The job spans several distinct responsibilities or the pre-built brief does not fit. Define separate roles only where the coordination adds value, and give each handoff a clear owner.
Explore the custom pathBUYER & IMPLEMENTATION QUESTIONS
What to know before hiring Ishaan.
Does Ishaan need human approval at every step?
No. Once knowledge, system access and business rules are configured, Ishaan autonomously looks up orders, reads shipment events, answers delivery questions, sends current status updates and records or routes delivery exceptions. Human handoff is required for pre-purchase support owned by sarah, return and refund requests owned by zara, and disputed deliveries or order changes outside approved authority, or an unresolved case outside the configured rules. The handoff includes the request, completed actions and the decision needed.
Can Ishaan promise a delivery date?
Only communicate dates supported by approved system information, with the correct distinction between an estimate and a commitment.
How are multiple parcels handled?
Preserve shipment-level status and the items assigned to each parcel. One delivered parcel must not automatically close questions about the remaining items.
Can Ishaan issue compensation for a delay?
Compensation is outside this described role unless a separately approved action is explicitly scoped. Route requests with the shipment history and customer concern.
What does Ishaan do?
Ishaan autonomously looks up orders, reads shipment events, answers delivery questions, sends current status updates and records or routes delivery exceptions. Routine actions run within your configured knowledge, permissions and business rules; exceptions and decisions outside that authority go to your team with context. The workflow starts with a placed-order or delivery enquiry and is designed around this outcome: a source-backed update or an assigned delivery exception. Agree the actual configuration and supported actions before release.
Can I set up Ishaan myself?
Yes. Sign up for UnleashX and configure Ishaan yourself. Prepare your approved knowledge, business rules, system access and exception owners. Test the configured workflow before using live traffic; supported connections and actions depend on your setup.
Can we customize Ishaan for our business?
Use the role as a starting brief. Define your knowledge sources, required fields, permitted actions and escalation paths. Keep pre-purchase support owned by sarah, return and refund requests owned by zara, and disputed deliveries or order changes outside approved authority outside automatic authority unless a separately reviewed workflow explicitly defines the relevant permissions.
Are the listed integrations available out of the box?
Connector availability depends on your systems and required operations. Confirm your vendors, versions, API operations and network requirements with the integration team. Document read and write access separately and test system failures before production.
How long will deployment take?
Estimate the schedule after reviewing scope, data readiness, integration access and approval requirements. Agree milestone owners and dependencies. Configuration, security review and evaluation are part of every deployment.
What happens when a system fails?
Define bounded retries, result reconciliation and human recovery for every write. A timeout can leave the outcome uncertain: inspect the destination record before retrying an action that could create a duplicate. Keep unresolved work visible with an owner.
How do we measure the employee’s impact?
Agree the workflow’s baseline, eligible cases and measurement period. Track verified completion, unresolved work, human review and operating cost using your source records.
BEFORE YOU HIRE ISHAAN
Make the scope clear before you start.
A pre-built role gives you a defined starting point. Configure the knowledge, supported connections and authority for your business before sending live work.
What should Ishaan finish?
A source-backed update or an assigned delivery exception.
Agree which cases qualify and which source record confirms completion.
Explore customer serviceWhat stays with your team?
Pre-purchase support owned by Sarah, return and refund requests owned by Zara, and disputed deliveries or order changes outside approved authority.
Name the decision owner and define the information they receive. Choose a custom workforce if the job needs additional responsibilities.
Compare a custom workforce| System category | Work to support | Check before connecting |
|---|---|---|
| Order management | Read order and item state. | Customer matching and field permissions. |
| Fulfilment / carrier events | Read shipment status and timestamps. | Event freshness and split-shipment mapping. |
| Support desk | Record delivery issues and follow-up. | Case ownership and escalation history. |
Self-service or implementation help?
Sign up to configure Ishaan. Prepare these inputs: Order reference and customer identifier. Confirm connector support, credentials and permissions before testing. Custom APIs, private-network access and complex approval routing need a separately agreed implementation scope.
Check your connectionsHow should you budget?
Estimate eligible case volume, channel usage, exception handling and the system operations above. Separate platform access, usage, third-party services and implementation charges. Use the same scope when comparing quotes.
Review cost componentsMoving this work from another tool?
Map open cases, completed actions, contact preferences and current owners before the switch. Test a limited cohort against your existing records. Reconcile the result before disabling the old workflow, and prevent both systems from acting on the same case.
Include this handoff test: Carrier data is stale. Explain the last recorded update and route according to the delay policy.
Plan acceptance and recovery testsMake Ishaan part of
your workflow.
Configure Ishaan’s knowledge, connect your supported systems and test the journey. You decide the scope before live work begins.
Sign up
CUSTOMER REVIEWS ON G2
From conversations to completed work.
4.9/ 5
1 / 7