CORTEX AGENT SWARMS
AI agents for the routine tickets. Your team for the rest.
Agents answer chats and emails from your knowledge base and hand the conversation to a person, with its history, when they should. Refunds and other actions that cannot be undone wait for a teammate to approve them. You pay per resolved conversation.
NNorthwind Co
Search conversations, playbooks…
JZ
Support · today
Cortex handled 47 conversations
32 resolved on its own · 5 waiting on you · 3 with a teammate.
5 actions are waiting for your approval
A refund, two replies, and an escalation the agent staged but won't send without you.
Auto-resolved · 7d
68%
▲ 9 pts
Median first reply
41s
SLA 5m
Edited before send
14%
learning signal
Agent CSAT
4.6
team 4.4
Live now
Chatneeds you
Ava Reyes
Duplicate charge · refund staged
Emailauto-sent
Priya N.
Export contacts · resolved & sent
Conversations
Every channel the agent handles, in one place.
Ava Reyes2m
Charged twice for Pro — can you refund the duplicate?
Chatrefund staged
Priya N.8m
How do I export my contacts to CSV?
Emailauto-sent
Tomas W.15m
GDPR data-deletion request — need it in writing.
Emailescalated
Dana K.18m
Can't log in — need a password reset and 2FA help.
Chatreply ready
Orbit Labs31m
Requested a copy of the September invoice.
Emailreply ready
Feld Co44m
Is SSO available on our current plan?
Chatauto-sent
ARChat
Ava Reyes
ava@northwind.co · Pro · 2y customer
Ava · 09:14
I got charged $49 twice for Pro this month. Can you refund the duplicate? Order #PC-88213.Cortex Resolver
Hi Ava — you're right, I see two Pro charges on Sep 22 against #PC-88213. I've verified the duplicate and staged a $49 refund to the card ending 4021. It's waiting on a teammate's OK and will land in 3–5 business days.Cortex staged a refund92% · grounded
Refund policy 0.94#PC-71120 0.90Billing history 0.88
high-risk → your approval
PNEmail
Priya N.
priya@brightloop.io · Starter
Re: Exporting contacts to CSV
Priya N. · 09:02
How do I export my contacts to CSV? I need them for a mail merge.
Cortex Resolver · auto-sent 09:03
Hi Priya — go to Contacts → top-right ⋯ menu → Export → CSV. You can filter first if you only need a segment. I've attached a step-by-step with screenshots. Anything else?
Auto-sent · high confidence97% · grounded
Export contacts KB 0.98
resolved without a human
Inbox
5 actions the agent staged but won't take without you.
Needs youHigh-risk actions
Refund $49.00 to Ava Reyes Chat
Duplicate Pro charge on #PC-88213, verified against billing history. Card ending 4021.
Escalate Tomas W. to a human Email
GDPR data-deletion request — policy playbook always routes this to a person.
ReadyLow-risk — one click to send
Reply to Dana K. — password reset
“Here's the reset link and the steps to set up 2FA…” — grounded in the Auth KB.
Reply to Orbit Labs — invoice copy
Attaches the September invoice PDF and payment link.
Reply to Feld Co — feature availability
Confirms SSO is on Enterprise and links the upgrade page.
✓ Queue clear — the agent is handling everything within its guardrails.
Agents
What each agent is allowed to do, per situation. Admins only.
Active playbooks
Billing · Duplicate charge
Support · 4 steps · SLA 5m · auto-refund ≤ $50
Auth · SSO login loop
Support · chat + email · web search on
Sales · Re-engage
DNC hard block · human send
GDPR · Data deletion
Always escalate → human
Billing · Duplicate charge
Support playbook
v3 · published
When it runs
The trigger that routes a conversation into this playbook.
Steps
Ordered actions Cortex runs. Drag to reorder, or drop in an SOP doc to auto-compile.
1Verify the duplicate via lookup_order⋮⋮
2Check refund eligibility against Billing KB⋮⋮
3If amount ≤ cap → stage refund, else escalate⋮⋮
4Draft a grounded reply and cite sources⋮⋮
Tools & permissions
Exactly what the agent may call here — with per-tool limits and risk tiers.
lookup_orderREAD
reply_to_ticketWRITE · auto
issue_refundcap $ RISK · confirm
cancel_subscriptionRISK · off
Knowledge the agent reasons over
Billing KB ✓Resolved tickets ✓Customer history ✓+ add source
Web search fallbackPII-scrubbed
Model & reasoning
Balanced
Autonomy
How far the agent may go before a human is required.
Guardrails
Escalate to a human when…
Confidence < 85% or ungrounded✕
Refund amount > $50✕
Customer sentiment = angry✕
SLA breached✕
Connections
Everything the agent can read and act on. Native Limnn data is live today; the third-party connectors below are on the roadmap.
Whatever you connect maps onto one Customer record (by email · domain · external ID) and runs through the same tools, guardrails and audit log — a connector never gets special access.
Native & planned· 2 live
Limnn CRM data
Tickets · deals · orders · KB
READ · WRITE✓ Native
◧
Knowledge (RAG)
pgvector · articles + tickets
READ✓ Native
S
Stripe
Refunds, invoices, disputes
RISKRoadmap
Z
Zendesk
Tickets, macros, side-conv
WRITERoadmap
Payments & billing
C
Chargebee
Subscriptions, credits
RISKRoadmap
B
Braintree
Payments, refunds
RISKRoadmap
Q
QuickBooks
Invoices, ledger
READRoadmap
P
Paddle
Billing, entitlements
READRoadmap
Helpdesk & CX
I
Intercom
Conversations, articles
WRITERoadmap
F
Freshdesk
Tickets, canned replies
WRITERoadmap
G
Gorgias
E-comm support desk
WRITERoadmap
H
Help Scout
Shared inboxes, docs
WRITERoadmap
E-commerce & CRM
S
Shopify
Orders, fulfilment
READRoadmap
W
WooCommerce
Orders, products
READRoadmap
S
Salesforce
Accounts, opportunities
WRITERoadmap
H
HubSpot
Contacts, deals
WRITERoadmap
Communication
S
Slack
Notify & escalate
WRITERoadmap
G
Gmail
Send & read email
WRITERoadmap
O
Outlook
Send & read email
WRITERoadmap
Data, files & custom
S
Snowflake
Warehouse queries
READRoadmap
B
BigQuery
Warehouse queries
READRoadmap
D
Google Drive
Docs → indexed to RAG
READRoadmap
Custom API / DB
REST or SQL via MCP
READRoadmap
NEW · AUTONOMOUS AI
Cortex Agent Swarms
Support & sales agents that resolve tickets, answer calls and move deals end-to-end — grounded in your knowledge, under your SLAs, escalating to a human the moment they should. You only pay when they resolve.
- Chat, email and case resolution
- Workflow steps you allow, such as tagging and routing
- Approval queue, escalations & a learning flywheel
$0.77/ resolution
Only when an agent resolves it end-to-end. Escalations are free. Agent Swarms is switched on with our team, and usage is metered against these rates.
Unlock (per workspace)$38.02/mo
Includes50 resolutions/mo
Approved draft$0.19
TRY LIMNN
See an agent answer your own tickets.
Book a demo to watch Cortex Agent Swarms work through support conversations.