SMB Action Modules

Beyond answering questions, the Blaigent agent can run an opinionated set of operational workflows that small and mid-sized businesses actually use. Each module is plan-gated, governed by per-role approval ceilings, and falls back gracefully when not enabled. This page is a one-stop reference for what each module does and where to find it.

Per-tier limits (caps, capacities, percentages) are defined in the plan configuration and visible on the pricing page. The numbers below are the ceilings on the lowest tier that includes the module — higher tiers raise the ceiling.

No-show fees & depositsStarter+

Charge a configurable fee when a confirmed booking is a no-show, or take a deposit at booking time to reduce no-shows in the first place. The agent enforces a hard plan-level cap so you can’t accidentally over-charge a customer (Starter: $50/incident, Growth: $100, Scale: $500). Deposits use a percentage cap (50% on Starter and Growth, 100% on Scale).

WaitlistStarter+

When a slot is full, the agent offers to add the customer to a waitlist; when a cancellation frees up the slot, the agent automatically texts the next person in line. Waitlist capacity scales with the plan (Starter: 20, Growth: 100, Scale: 500, Enterprise: 10,000) so you can right-size the queue.

CSAT / NPS surveysStarter+

After a resolved conversation, the agent sends a token-protected survey link (served at /csat) so the customer can leave a 1–5 rating and verbatim feedback. Tokens expire and can only be used once, so reviews can’t be ballot-stuffed. Responses feed your Feedback dashboard and the analytics summary.

Delivery trackingStarter+

Customers asking “where is my order?” trigger a structured lookup: the agent queries your connected commerce system (Shopify, WooCommerce, or a custom webhook), returns ETA and last-known status, and offers to notify them when it ships or arrives.

Invoice / receipt generationStarter+

The agent can resend a missing receipt or generate a fresh invoice on demand — respecting your accounting rules (Polish faktura VAT, EU VAT, or US-style receipt). On Growth and above, invoices can sync to QuickBooks or Xero via the accounting integration.

Warranty / RMAGrowth+

Walks the customer through a warranty claim or return: collects order details, validates eligibility against your warranty policy, generates a return label where supported, and creates the RMA record in your system. Edge cases (out-of-warranty, missing proof) escalate to a human with full context.

After-hours emergency routingGrowth+

Outside business hours, urgent intents (water leak, lock-out, outage) follow a separate routing tree: the agent confirms the urgency, takes contact details, and pages the on-call human via the channel of your choice. Non-urgent requests are queued and answered when the agent next picks up.

Loyalty + referralsGrowth+

The agent can issue loyalty points (capped per issue: 500 on Growth, 2,000 on Scale, 100,000 on Enterprise) and generate referral codes when a happy customer asks how to recommend you. Both flows are auditable and respect your role-level approval caps.

Multi-location routingScale+

For businesses with more than one branch, the agent identifies the relevant location from the customer’s context (postcode, prior conversation, channel) and routes the conversation, booking, or hand-off to the correct location’s calendar and team.

Voice Call HistoryGrowth+

A searchable dashboard of every voice call, with audio playback, AI summary, auto-tags, and sentiment. See the dedicated Voice Call History guide for setup and screenshots.

Approval ceilings & safety

Every monetary action (refunds, deposits, invoices, loyalty grants, quotes) respects two layers of safety: a plan-level ceiling (defined in app/config/plans.py and visible on the pricing page) and a per-role cap inside your organisation (owners default to unlimited; admins and viewers have configurable caps). The agent will never bypass these, even when explicitly asked.

Where to enable each module

Most modules are on by default once your plan supports them. Numeric limits and category-specific settings (e.g. accounting backend, calendar, loyalty rules, after-hours rota) live in Dashboard → Integrations and the Safety Rules section. If a module is plan-gated and your tier doesn’t include it, the navigation entry shows a plan badge and the agent will offer to escalate the request to a human instead.