AI Agents
Discovery Express

Platform · Layer 05

The work happens in the channel.

Voice, WhatsApp, email, Slack, Teams and web chat, with the Agent Console showing all of it against the KPI you signed.

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05 / 05

Components

What runs in this layer.

WhatsApp · Support
Demo data

  • Hi, where is my order 48213? It said today.

  • Looking up order 48213 in the OMS

  • Hi Ana. Order 48213 is out for delivery, arriving between 4 and 6 pm. Do you want to change the address or leave instructions for the driver?

  • Leave it with the doorman please

  • Done. I added the instruction to the delivery and the driver has it. You will get a message when it is delivered.

Resolved without a human

Ticket #48213 · 1.9 s to first answer · CSAT survey queued

06 components in this layer

  • In production× 5
  • Pilot× 1
01

Voice

Vapi, Retell or our own stack, transcripts written back.

02

WhatsApp Business

Official API, approved templates, hand-off in the same thread.

03

Email and web chat

Shared inboxes and embedded chat, same agent, same trail.

04

Slack and Microsoft Teams

Ask, approve and get the weekly report in the channel.

05

Internal apps

Queues, cases and approvals in your stack and design system.

06Pilot

Agent Console

KPI vs baseline, evals, cost, audit log and approvals.

In production: A real client, or DaCodes itself labeled as internal use, with a KPI measured in the Proof Ledger.

Channels

Six channels, one agent, one audit trail.

Moving from WhatsApp to a call does not restart the conversation.

  • Voice
  • Email
  • Web chat

One conversation, three channels

01WhatsApp09:41
  • Customer

    Where is my order 48213?

  • Agent

    Failed delivery yesterday, the carrier is retrying today. No confirmed time yet; I will write as soon as there is one.

02Voice09:47
  • Customer

    It failed again. I would rather get a refund.

  • Agent

    Both attempts are in your thread. The refund is above my limit, so a person decides it now.

03Slack09:52
  • Agent

    Refund request, order 48213: second failed delivery. Evidence attached.

  • Ops lead

    Approved.

  • System

    Written to the CRM, customer notified.

Same case, same context, same audit trail

  • Case 48213
  • Customer, order, shipment, carrier
  • Refund rule and approval threshold
  • Every step in the audit log

Illustrative hand-off with demo data, drawn from retail deployments in México. Sep 2026.

Internal apps

Screens for the people beside the agent.

01

Queues

What the agent handled, what it left for a person, sorted by SLA.

02

Case views

The full thread, the evidence the agent used and the action it proposes.

03

Approvals

One screen, one decision, logged with who and when.

Assembled from DaCodes Solutions modules: weeks of configuration, not months of development.

Agent Console

Every agent, against the number you signed.

One view per client, the same one the pod uses in the QBR.

What the Console shows

  • 01Agents and their status
  • 02Agreed KPI vs baseline, with trend
  • 03Evals, drift and cost per run
  • 04Audit log and pending approvals
Access

Available for clients in production. Login in the next version.

Demo data. Agent Console v0.1, Sep 2026.

Questions

Architects ask.

Yes, in the same thread, with the summary, the evidence and the proposed action attached. The person can take over, correct the agent or send it back. Every hand-off is a data point in the weekly report.

Clients in production get access with their pilot; public login arrives in the next version of the site. Until then, the pod shares the same view in the weekly quality report and the QBR.

Usually not. Most teams run the agent from Slack, Teams or their existing desk tool. When a queue or an approval screen is needed, we assemble it from DaCodes Solutions modules inside your stack.

Talk to an architect

45 minutes with the people who run the platform. No slides.

We reply in under one business day.

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