getting-started · concept
What Vendu does
What the AI agent handles on its own, where it hands over to a human, and what you have to set up first.
Vendu answers your customers in the channels they already message you on, and it does so as a salesperson rather than a chatbot: it looks up real products, holds a conversation across several messages, collects the details an order needs, and hands over to a human when it should not decide alone.
What the agent does on its own
Given a connected channel and a catalog, the agent handles a sale end to end:
- Understands the request, including photos and voice messages, not just typed text.
- Finds real products. Every product it offers comes from your catalog. It searches by meaning, not keyword match, so "something warm for autumn" finds the right items.
- Collects order details across a conversation — size, colour, delivery address, contact — without making the customer repeat themselves.
- Uses real tools where you have connected them: checking stock, validating a delivery address, issuing an invoice.
- Answers questions from your knowledge base — terms, delivery times, what is included in a price.
Where it stops and calls a human
The agent is deliberately not allowed to improvise on the things that cost money or trust. It escalates to your team when it is uncertain, when a customer is unhappy, when a request would require overriding a price, and when a check finds that a draft answer contains something unsupported.
Escalation is a normal outcome, not a failure. A handoff arrives in your inbox with the whole conversation, so whoever picks it up starts informed.
What you set up first
Three things, in this order:
- A channel — Instagram, Telegram, WhatsApp, or the web widget on your own site.
- A catalog — imported from a file, a marketplace feed, or your existing store.
- Knowledge — your terms, delivery rules, and anything a customer asks that is not a product fact.
The agent works after the first two. The third is what stops it saying "I'll check with a colleague" to routine questions.
What it is not
Vendu is not a rules-based chatbot with scripted branches, and it is not a live-chat tool where a human answers everything. It sits between: the agent handles the volume, your team handles the exceptions, and you decide where the line falls.