How Appricity works
Appricity has one idea at its centre: a single brain per company that knows your product, presented to different audiences by different agents, on the channels your buyers use, inside rules you control.
What is "the brain"?
The brain is everything Appricity knows about your business:
- Knowledge sources: your documents, transcripts and web pages, broken into passages and indexed for both meaning and keywords, so a question finds the right passage even when it uses different words.
- Company profile: a short summary of what you sell, to whom and why, drafted from your knowledge and corrected by you. Every agent reads it.
- Sales methodology: the discovery approach agents use (need-first discovery, SPIN, MEDDIC, Challenger, Sandler or Solution Selling).
- Product graph: the products, modules, features, integrations and buyer personas you sell, which helps the brain find passages about the thing a buyer actually named.
- Refusal policy: topics agents won't answer themselves, such as pricing, roadmap or contract terms, and what they say instead.
- Releases: if your product has versions, knowledge can be tied to the version it describes.
Answers are written from retrieved passages, and in the workspace every answer shows the sources it used.
What are role surfaces and agents?
A role surface frames the brain for a job: a business development rep, a sales engineer, customer success, a product trainer or a generalist. It decides which methodology, scopes, prep tools and tone apply. Five role surfaces are created for every new workspace.
An agent is the persona a buyer meets: a name, a personality, a voice and a short answer to "who are you?". Each agent belongs to one role surface. A default agent is created when you sign up.
Where do agents talk to people?
- WhatsApp, through the official Business Platform or a linked phone.
- Email, through a connected Google Workspace, Microsoft 365 or other (IMAP/SMTP) mailbox.
- Your website, through a chat embed you paste onto your pages.
- Voice, on a hosted talk page and in meetings booked through scheduling.
Inbound messages are answered by Answer incoming messages. New leads are contacted by playbooks. Meetings are booked by scheduling.
What keeps agents in bounds?
Every message an agent sends goes through one gateway that checks, on the server:
- opt-outs, which always win;
- recorded consent, where you require it;
- contact hours in the recipient's own time zone;
- daily and hourly limits per workspace and per person;
- whether a stop is in force.
A refused send is recorded with its reason, never silently dropped. From the Swarm view an admin can stop a single task, or stop everything at once.
Where does the work run?
Conversations run on Appricity's platform, within a monthly allowance you can see and cap. Everything an agent does (every message, outcome and hand-over) lands in the Activity record, and your team can take over any conversation at any time.
How do I see it working?
Try it opens a test conversation against your live settings where you play the customer. Nothing is sent to anyone. Use it after any change to knowledge, methodology or hand-over rules.