Describing Avvi to a client is easier once you know their staff see almost none of what you see.

An end user gets a conversation screen. There is no dashboard, no settings page, no client list and no menu.

The missing interface explains most of what they report, and it is the thing administrators forget when writing rollout instructions.

How it works

Their screen opens straight into a conversation, because the conversation is the entire interface for that kind of account.

What they can ask for comes from the group mapping you set on their client. Two colleagues in different groups get different answers to the same request, and neither is faulty.

Where something is outside what they are allowed, Avvi says so rather than hiding it. Being refused is visible, which is better than a feature quietly missing.

The help and support panel is not on their screen. An end user cannot open a support conversation, which means a question they cannot answer themselves reaches their own IT contact or reaches you.

Good to know

Instructions that name a screen will not work for them. Telling a client’s user to open settings sends them looking for something their account does not have.

Everything starts switched off for their groups. A newly mapped person who can do nothing is a normal starting state rather than a failed rollout.

Their conversations stay available to them, so an earlier answer is something they can scroll back to rather than ask for again.

What to do next

When writing to a client’s staff, describe what to ask rather than where to click. There is nowhere for them to click.

Give them a named contact for when Avvi refuses something. Without one, the refusal message is a dead end.

Introduce Avvi to a client’s staff covers what to put in that message.

FAQ

Q: Can their staff see other people’s conversations?

A: No. A conversation belongs to the account that started it.

Q: Why does my client’s user say a page is missing?

A: They are describing the administrators’ side of the product. Nothing is missing from theirs.

Q: Can they contact Avvi support themselves?

A: No. There is no support panel on their screen, so their questions come to you.

Q: Will they get more of the interface later?

A: What they may ask for can change. The interface stays one conversation screen.