The conversation is only one part
A voice or chat experience sits inside a larger relationship with a customer. Someone may be asking about a product, trying to understand an order or looking for support. The useful response depends on the purpose of the conversation and the systems involved.
Different jobs can need different platforms
For PetStore Direct, TIN built two distinct platforms. One supports calls and integrates with Gorgias. The second provides website voice and chat for sales and support, integrating with Shopify and Gorgias. They share a client and some integration context, but they serve different scopes.
Define access and boundaries
Decide which information the experience needs and which actions should be available. Also define what should happen when the information is incomplete or the request needs a person. These are product and operational decisions, not just interface details.
Keep the team in the picture
Consider how the experience fits the existing support or sales operation. A new channel should have a clear place in the workflow, with responsibilities that the team can understand. That discussion is as important as choosing what the assistant says.
Judge the whole journey
A compelling demonstration is a starting point. The project brief should describe the complete journey: the question, the information involved, the relevant systems and the next step for the customer or team. That makes it possible to evaluate whether the platform is useful in its intended role.
See the work behind the thinking.
The PetStore Direct platforms show how customer conversations connect to existing commerce and support systems.
Explore the two PetStore platforms