Lower friction without losing control
The roadmap says the funnel needs more low-risk onboarding before paid conversion. This copilot structure keeps launch activation support-led while standardizing what users need to prepare.
Support and onboarding copilot for launch-stage activation.
A support-led workflow for WhatsApp/email triage, KYC reminders, payment recovery, permission checks, and tier-fit routing.
Triage before automation
Support messages should be categorized by intent: KYC status, payment issue, exchange setup, permission failure, tier fit, incident, or cancellation. AI can draft, but human review stays in sensitive paths.
Recovery flows
Abandoned checkout, incomplete KYC, missing exchange permissions, and unsupported country questions can be routed into clear recovery steps instead of being lost as vague support tickets.
Operating workflow
Triage
Classify the support intent
Route WhatsApp/email messages into onboarding, payment, permission, country, risk-tier, or incident queues.
Nudge
Send the next safe step
Draft a reminder or checklist that matches the user's stage without giving personal investment advice.
Escalate
Human review for sensitive cases
Country restrictions, payment disputes, legal questions, and religious-ruling questions stay human-reviewed.
Guardrails
- Support drafts cannot approve a country, payment rail, or legal status by themselves.
- Risk-tier guidance must stay suitability-style and non-personalized.
- API-key handling must never happen in chat, screenshots, or email.
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