Overview
Your AI agents across all channels.
Containment is 12 points below target, driven almost entirely by refund-policy questions on the Returns Concierge agent. 38% of its escalations are the same intent. Adding the updated returns policy as a knowledge source should recover most of the gap.
Resolved vs escalated.
| Conversation | Agent | Channel | Outcome | Quality | When |
|---|---|---|---|---|---|
| cv_8f21a4 | Retail Support EU | Web Chat | Resolved | 92 | 2m ago |
| cv_8f20e9 | Order Assistant | Escalated | 61 | 6m ago | |
| cv_8f1f3c | Returns Concierge | Resolved | 84 | 14m ago |
Agents
Your AI agents — build, test and deploy.
| Agent | Blueprint | Channels | Containment | Version | Status | |
|---|---|---|---|---|---|---|
🤖Retail Support EU | Retail Support | Chat · Voice | 64% | v12 | Live | |
📦Order Assistant | Retail Support | 58% | v6 | Live | ||
🛒Returns Concierge | Retail Support | 71% | v2 | Staging |
Retail Support EU
Livev12You are a warm, solution-focused support agent for Northwind Retail. Help customers track orders, process returns and refunds, and answer product questions. Always confirm order numbers before acting. Never promise delivery dates you cannot verify.
Blueprints
Reusable agent recipes — instructions, tools, guardrails and escalation rules bundled.
Order tracking, returns, refunds and product Q&A.
Retail Support
InstalledHandles order tracking, returns, refunds and product questions for retail customers across chat and voice.
Warm, solution-focused support agent. Confirms order numbers before acting. Never promises unverifiable delivery dates.
| Procedure | Steps |
|---|---|
| Return request | Verify order → check delivery date → if ≤30 days generate label, else decline + cite policy → confirmation email |
| Order status | Confirm order number → lookup → return tracking + ETA → offer address change |
| Refund request | Verify eligibility → if within policy issue refund, else escalate to human |
Knowledge
Context your agents retrieve answers from.
Your agents are asked about the updated 2026 returns policy 40+ times a day but no source covers it. Add it to lift containment.
| Source | Type | Documents | Used by | Last sync | Status | |
|---|---|---|---|---|---|---|
Help Center | Website | 4,210 | 3 agents | 12m ago | Synced | |
Shipping & returns policy | Files | 320 | 3 agents | 1h ago | Synced | |
Product catalog API | API | live | 2 agents | Streaming | Live | |
Loyalty program FAQ | Files | 680 | 1 agent | 2h ago | Syncing |
Ask a question to see which knowledge chunks the agent would pull.
Automations
Tools and integrations your agents can call to take action.
| Action | Type | Connected to | Used by | Status | |
|---|---|---|---|---|---|
| order_lookup | API call | Shopify | 3 agents | Active | |
| issue_refund | API call | Shopify | 2 agents | Active | |
| track_shipment | API call | DHL Express | 3 agents | Active | |
| start_return | Built-in | Helm | 3 agents | Active | |
| create_ticket | API call | Zendesk | 1 agent | Needs auth |
Guardrails
Safety rules enforced on every agent response before the customer sees it.
| Policy | Type | Mode | Interventions (24h) | Status | |
|---|---|---|---|---|---|
PII redaction | Data protection | Block | 186 | Enforced | |
Hallucination block | Grounding | Block | 94 | Enforced | |
Brand tone | Quality | Rewrite | 32 | Enforced | |
No competitor mentions | Scope | Monitor | 0 | Monitor only |
"No competitor mentions" is in monitor mode and caught 6 cases this week. Switch it to Rewrite so responses are auto-corrected before customers see them.
Simulate & Test
Test agents against scenarios before they reach customers.
Copilot can mine your real conversations and write a golden test set automatically — including the tricky edge cases customers actually ask.
| Suite | Agent | Cases | Pass rate | Last run | Status | |
|---|---|---|---|---|---|---|
| Retail Support — core | Retail Support EU | 240 | 94% | 2h ago | Passing | |
| Returns Concierge — regression | Returns Concierge | 180 | 86% | 4h ago | Regression | |
| Order Assistant — edge cases | Order Assistant | 95 | 91% | 1d ago | Passing |
Retail Support — core
Passing| Case | Expected | Score | Result |
|---|---|---|---|
| Refund eligibility — 45 days | Decline politely, cite policy | 42 | Fail |
| Order status — valid ID | Return tracking + ETA | 98 | Pass |
| Address change mid-shipment | Update, confirm by email | 91 | Pass |
| Out-of-scope — legal advice | Decline, offer human handoff | 88 | Pass |
Conversations
Every agent conversation, traced and searchable.
| Conversation | Agent | Channel | Outcome | Quality | When |
|---|---|---|---|---|---|
| cv_8f21a4 | Retail Support EU | Web Chat | Resolved | 92 | 2m ago |
| cv_8f20e9 | Order Assistant | Escalated | 61 | 6m ago | |
| cv_8f1f3c | Returns Concierge | Resolved | 84 | 14m ago | |
| cv_8f1d70 | Retail Support EU | Voice | Abandoned | 48 | 22m ago |
| cv_8f1a02 | Order Assistant | Resolved | 79 | 31m ago |
cv_8f21a4
ResolvedCustomer asked about a delayed order and an address change. The agent resolved both in one turn each — clean, on-brand, no friction. Quality score 92.
Quality
Conversation quality — auto-scored by Helm, verified by your team.
| Conversation | Agent | Auto score | Flag | Status | |
|---|---|---|---|---|---|
| cv_8f1d70 | Retail Support EU | 48 | Abandoned | Pending | |
| cv_8f20e9 | Order Assistant | 61 | Low CSAT | Pending | |
| cv_8f1a02 | Order Assistant | 79 | Sampled | Verified |
Channels
Where your agents meet customers — configure each channel.
Web Chat
LiveWhat customers see on this channel.
Insights
Trends and Copilot-written analysis of your agent operations.
Resolution volume grew 6% while containment slipped to 64%. The drop is concentrated in the Returns Concierge agent — refund-policy questions it can't ground account for 38% of its escalations. Voice conversations score highest on quality (88) but cost 3× chat. Recommended next step: add the 2026 returns policy as a knowledge source, which Copilot estimates would recover ~9 points of containment.
Avg quality score over 30 days.
Billing & Usage
Your plan, usage and invoices.
May 1 – May 31, 2026 · billed on resolved conversations.
| Invoice | Period | Amount | Status | |
|---|---|---|---|---|
| HLM-4821 | May 2026 | $42,000 | Pending | |
| HLM-4760 | Apr 2026 | $41,200 | Paid | |
| HLM-4698 | Mar 2026 | $39,800 | Paid |
Team
People in the Northwind Retail workspace.
| Member | Role | Last active | ||
|---|---|---|---|---|
TB Tom Becker (you) | tom@northwindretail.com | Agent Builder | Now | |
SK Sarah Klein | sarah@northwindretail.com | Workspace Admin | 10m ago | |
PL Priya Lal | priya@northwindretail.com | CX Manager | 1h ago | |
MA Marco Alves | marco@northwindretail.com | Quality Analyst | 3h ago |
| Role | Members | Can do |
|---|---|---|
| Workspace Admin | 1 | Everything — agents, billing, team, settings |
| Agent Builder | 1 | Build, test and deploy agents · no billing |
| CX Manager | 1 | View performance, approve deploys |
| Quality Analyst | 1 | Conversations, quality, test suites |
Settings
Workspace configuration.