ComHub for Operations
Fewer tickets. More resolved cases.
ComHub understands customer requests, pulls the relevant information from your systems, and runs approved processes on its own. Only the cases that need human judgment reach your team.
WhatsApp · RCS · SMS · Email · Web widget
An answer is not yet a resolution.
Support should finish work, not create new work. Three examples of how ComHub goes beyond a plain answer.
Order status
- User
- Where is my order?
- Generic bot
- You can check the status in your order overview.
- ComHub
- Order #4821 will be delivered today between 14:00 and 17:00.
Order looked up
Return label
- User
- I need a return label.
- Generic bot
- Here is our returns FAQ.
- ComHub
- Checks the order, checks return eligibility, creates the label where approved, sends the result.
Return eligibility checked
Address change
- User
- Can I change my delivery address?
- Generic bot
- Changes may be possible in your customer account.
- ComHub
- Checks the order status, checks the rule, changes the address where allowed, confirms.
Rule checked · allowed
Support should finish work, not create new work.
From request to completed case.
One example case, step by step. Pick a step on the left; the conversation on the right plays up to that point.
Routine is only automated once it is done.
Seven service scenarios: each with a visible tool call, check, action, and result.
Case resolved · Order status answered, no follow-up needed.
This demo uses no real customer data. All names, addresses, and order numbers are fictional.
Describe the process. ComHub sticks to it.
Routine cases are not solved by free improvisation. You define the steps, conditions, and allowed actions of the workflow: describe the process in plain language and configure the allowed tools.
PROCEDURE · RETURN ORDER
Customer wants to return an order.
- 1 Confirm the order_number via get_order_number .
- 2 Ask for the return reason.
- 3 Check return eligibility via check_return_eligibility .
- 4 Ask whether the customer already has a return label.
IF eligible AND no label → create_return_label
IF eligible AND label exists → Confirm return instructions
IF not eligible → Explain policy
IF exception requires decision → human_handoff
Allowed tools
- Order API
- Return eligibility
- Create return label
Restricted
- Refund above the configured threshold → requires approval
Blocked
- Any tool not explicitly assigned to the workflow
WhatsApp · Return
Knowledge says what applies. Workflows say what happens. Tools make it possible.
Knowledge
- Product information
- FAQs
- Policies
- Plans
- Delivery terms
- Service information
Rules / workflow
- Conditions
- Allowed actions
- Escalations
- Waiting times
- Required fields
- Decision points
Tools
- CRM
- Shop
- Helpdesk
- Calendar
- Internal API
ComHub does not just answer. ComHub acts.
The Conversation Agent can look up approved information, check rules, and run configured actions in connected systems.
"Can I still change my delivery address?"
- CONVERSATION"Can I still change my delivery address?"
- INTENTchange_shipping_address
- ORDER APIGET order #29381
- RESULTStatus = not shipped
- RULE CHECKAddress change allowed = true
- SHOP / CRMUPDATE shipping address
- RESULTSuccess
- COMHUB"Done. I have updated your delivery address."
✓ Case resolved
Answers are good. Results are better.
Automate where it makes sense. Bring in people where it is needed.
Routine should not land on your team. Decisions, exceptions, and sensitive situations should. At handover, the existing context stays with the case.
Case #5120
- Customer
- Anna S.
- Intent
- Invoice discrepancy
- Reason for handoff
- Manual financial decision
- Suggested next step
- Review invoice difference
Conversation summary
The customer reports a diverging invoice amount. Invoice R-8841 has been retrieved. An automatic correction is not approved in the workflow.
Actions already executed
- ✓ Invoice fetched
- ✓ Customer verified
The agent knows its job. It also knows its limits.
Allowed
- Look up order status
- Move an appointment
- Create a return label
Requires human
- Refund above the threshold
- Contract change
- Special goodwill
Not an error, but a deliberate rule: these cases are decided by a person.
Blocked
- Systems that are not approved
- Actions that are not defined
- Policy conflicts
Not a malfunction either, but the boundary the workflow sets.
- Sensitive data
- Prompt injection
- Plausibility
- Policy
Optional security checks, active only once they are technically and legally validated.
See what is happening right now.
Queue · example data
Open
In progress
Resolved today
Handoff
All case data in this view is example data to illustrate the control center.
Measure resolutions, not just response times.
Period Aug 1–31 · example data
Requests
Resolved automatically Counts cases that reached the defined resolved status without human intervention.
Human handoff Counts every case passed to a person because of a rule, an exception, or a missing approved action.
Average first response Time from the incoming message to the first visible ComHub reply in the case.
Average resolution time
Example data
Resolution outcomes
Top intents
All values on this page are example data.
The resolution often lives in another system.
ComHub uses the connected systems and actions that are approved for the given workflow.
-
CRM
UPDATE
-
Shop
READ · UPDATE
-
Helpdesk
CREATE
-
Calendar
CHECK · UPDATE
-
Internal API
CHECK
-
Knowledge Base
READ
CRM · UPDATE contact record
Case #5128 → Status: In progress
✓ Contact record updated
Select a system to see an example tool call.
Not a logo wall: every integration is tied to a concrete action.
A request stays one request, even when the channel changes.
Customers should not have to explain their request again just because the conversation moves to another channel.
Cross-channel continuation is shown here only as it is actually possible in the product.
Automation needs control.
Built to be compliant with
EU hosting
Case and conversation data is processed in European data centers.
Roles and permissions
Access to knowledge, workflows, and tools can be restricted by role.
Audit and traceability
Executed system actions and handovers are logged and traceable.
Data retention
Retention periods for case and conversation data are configurable.
Human override
Your team can take over or step in at any time.
One Conversation Agent. Three teams.
One customer. One conversation context.
Operations · customer → request → resolved
ComHub for operations teams, in short.
Recurring requests with clear information and decision steps work best: status questions, appointment changes, returns, and other defined service processes. Which cases are automated depends on your data, rules, and approved actions.
Yes, when the system is connected and access is approved for the workflow. The agent can check a status before it answers, for example.
Configured workflows can use approved actions, for example updating an appointment or changing a record. Which actions are allowed is defined in the setup.
Handovers follow rules and defined exception cases. When human judgment is needed or the workflow has no permitted action, the case is passed on with the existing context.
The conversation history and the information gathered in the process stay with the case. Depending on the integration, executed actions, the status, and a summary are visible as well.
Yes. Steps and conditions can be tested before publishing, so the workflow only talks to customers once it has been checked.
The agent does not guess. When knowledge, a rule, or an approved action is missing, the case is clarified, answered within its limits, or handed to a person, following the defined logic.
ComHub works in 30+ languages and can respond to the customer’s language within a conversation.
The reporting shows incoming requests, automatically resolved cases, handovers, and the relevant response and resolution times.
Which routine cases could your team hand over today?
Connect knowledge, workflows, and allowed actions, and let ComHub take routine requests all the way to an actual result.