Offers and promo codes

An offer is something concrete you’re willing to give a customer to put a bad experience right. Without offers the AI can only apologise and listen — which is exactly the loop customers hate. With them it can act.

Offers live under the playbook at Settings → Resolutions.

Kinds

Promo code — a code the customer uses next time. Either generate from a pattern (SORRY-XXXX — each X becomes a random letter or digit) or upload a list of codes from your own system (paste one per line, or a CSV with the code in the first column). Duplicates are skipped. An uploaded pool that runs out simply stops being offered until you add more.

Gift — a comp the customer redeems in person: “show this message at the desk for a complimentary dessert”. The message is the voucher; your team marks it redeemed in the conversation.

Credit — a credit posted through a connected system (a property-management folio, an e-commerce store). It appears once such an integration is connected.

What the customer reads

Each offer has its own copy — the paragraph the customer sees — plus an optional value label (“20% off”, “Dessert on us”) and how long it’s valid. When the offer is given, that block is added to the message automatically: with a promo code, the code is inserted for you; with a gift, a line explains how to redeem it. Don’t write the code or terms in the reply itself.

Who may give it

• AI may give it — when the playbook is set to send replies and give offers, the AI gives this on its own within the rules below. In the other playbook modes it proposes it in a draft.
• AI proposes, you approve — the AI can attach it to a draft; someone on the team approves before it goes out.
• Team only — only a teammate can give this, from the conversation.

Rules

Every offer carries rules the AI cannot bend:

• Only for ratings up to — never given to a 4-star response, say.
• Once per customer every N days — one grant per customer inside the window, whoever gives it.
• Monthly limit — at most this many grants per calendar month.

When an offer can’t be given, the AI isn’t told about it at all, so it never promises something it can’t deliver.

Giving one yourself

Open any conversation in the Inbox and click Give an offer. You’ll see what can be given to this customer right now (the rules apply to you too), add a line of your own if you like, and it’s sent immediately.

Redemption and the record

Every grant is on record: who gave it (the AI or a teammate), when, the code, and its state — proposed, sent, redeemed, expired or voided. The message that carried it shows a chip with a one-click Mark redeemed for the desk. The offer’s card shows how many times it was given and redeemed, and how much of its monthly limit is left.

Deleting an offer that was ever given disables it instead, so the history stays intact.