Cuby handles text support: SMS and chat land in the same inbox, and the agent answers with the account and order context rather than a fixed FAQ script.
The part that matters is the exit. When a conversation goes past what the agent handles well, anyone on the team takes over with one click — and the record shows who took it, when, and what had already been said.
In production today, supporting a jewellery ecommerce business in the United States.
Text support fails at both ends. The bot answers fast and resolves nothing; the human queue resolves and does not scale. In between sits the customer explaining the same problem for the third time, now to someone who did not read the first two.
- 01
Inbound
The message arrives through the company SMS or chat channel and lands in the team’s shared inbox, already carrying that customer’s history.
- 02
Response
The agent answers with the real account and order context, reaching the company systems through a dedicated MCP server.
- 03
Takeover
Anyone on the team takes the conversation with one click. The handover is stamped with who took it — it is not a silent switch.
- 04
Internal notes
The team writes notes the customer never sees and the agent factors into everything it says next.
- SMS and chat in one inbox
- Human takeover with an audit stamp
- Internal notes per conversation
- Live transcript
- MCP server to reach company systems
- Per-client knowledge base
- Public terms and privacy pages