The work the partner and service team answers for
Partners ask about programme terms, price lists, product details and where an order stands. Customers ask how something works and what their contract covers. They ask the assistant embedded in your partner portal or website, or they email the team.
The partner, channel or customer service lead answers for what goes outside the firewall. That person is named as responsible for the agent, and their team works its review queue.
Example questions
For example only. The last one asks about another tier’s documents, which this partner may not see.
What the assistant answers, and when it refuses
The embedded assistant answers from your own documents and cites every claim. Each partner tier sees only its own documents. AI disclosure is built in, so partners and customers know they are talking to an AI.
When it can’t confirm the asker may see a source, or can’t back an answer, it refuses and says why. The same rules hold outside the firewall, so your team can stand behind what a partner is told.
Answers →For example, “This quarter’s reseller discount is in section 3 of your programme terms.” The terms are cited and open where they live.
For example, “I can’t answer that from the documents available to your partner tier.”
What the agent does
The agent handles the routine follow-up. It sends the onboarding pack, logs the request against the partner’s account and replies by email. A question that needs your team becomes a case, with the question, the partner’s tier and what the assistant found attached.
It holds a role in your partner or service team, with the team lead named as responsible. It can carry its own Microsoft Entra identity. You set it up from a plain-language job description and plain-English rules.
What it can see and change
Your administrator grants each connection in your own systems. The agent reaches only what was granted, across about 200 business apps.
Integrations →How autonomy moves at your volume
Autonomy is set per task by your team’s run of approvals. Approvals with edits count as neutral and 5% of work is spot-checked. Two mistakes in its last 20 and a task steps back. The steps and timings below are the defaults. Your organisation can set its own steps when it sets Xalios up.
The timings are for one request type. Onboarding packs and order-status follow-ups each move on their own count.
Autonomy →What never runs alone
You mark which actions are serious. Those wait for a person at every level, however long the run of approvals.
Commitments to partners and customers
For example, a refund, a credit or a change to a partner’s terms. You choose the list, and a person approves each one.
The spending cap
Every agent works inside a spending cap, and nobody can switch it off.
Another tier’s documents
Each partner tier sees only its own documents, whatever a task’s autonomy.
On the record
An example record. One partner question, traced from the refusal to the person who took it from there.
The record keeps the question, the refusal and its reason, the check that ran and who took it from there. If a partner disputes what they were told, the record shows it end to end.
The record →Bring last quarter’s partner questions. We’ll go through which ones your documents can back.