Orchestrator.com · No. 01 The enterprise brief · Tied Product at tied.com
A message arrives on a channel, lands in an inbox, and is picked up by an AI agent. It can answer from your help center, read a connected system, or — once you have granted write scope — change something and say what it changed. When it cannot finish, it hands the thread to a person. That handoff is free, and a person who joins before the resolution is confirmed means the work is not billed.
The difference worth paying for is not a smoother chat. An AI agent that can only talk has to ask the customer whether the answer worked. One that can see the order system, the payment processor, and the auth provider can check. Tied’s docs are explicit that tool scope, not a prompt, is the control that makes this enforceable.
“A customer who successfully convinces the model it is in developer mode still cannot make it call a tool the account is not entitled to.” Tied docs · Guardrails and safety · not a customer quote
One
Policy lives in its own trust context. The customer’s message is data, not instruction. Before a reply is allowed, a fixed set of gates runs. The first to fire ends the turn. Three of them — human requested, provider unavailable, budget exhausted — run before retrieval and do not depend on a network call.
It reads the message, the thread so far, the contact, and the live state of connected systems — the order, the subscription, the ticket, the account.
A router picks the intent and calls specialists. Specialists do the domain work against your policy and your data, and return structured data, never customer-facing prose.
It calls the same kind of registered action a person would: read an order, unlock an account, issue a refund, reschedule a delivery. Authorization runs outside the model, before the call. The receipt is written after.
One composer writes the reply. It is the only component allowed to speak to the customer, so two parts of the AI agent cannot contradict each other in the thread.
What the AI agent could not answer, and what a person answered instead, can become a knowledge proposal. Nothing goes live until a person approves it. Proposals that contain personal details, secrets, or internal names are dropped before that queue.
Two
Scenario · not a case study
The AI agent can read the order, check the amount against a typed policy, and — on Advanced or Enterprise, where write scope exists — issue the refund and say what it did. If the amount fails validation, it escalates. A failed write at the processor does not become a financial resolution. You can require a person to approve an action by type, amount, or customer segment; that approval is recorded and does not change the price.
Scenario · not a case study
On Business, read scope can look it up and change nothing. On Starter, with no integrations, the answer can only come from the help center. Refusal categories and tool scope move together: a question that is unanswerable from documentation becomes answerable once the system of record is connected.
Scenario · not a case study
A chatbot flow is the tool when a returns script, an authentication step, or a compliance line has to happen the same way every time. The AI agent is the tool for the long tail. A flow that hits a question it does not handle can pass the turn to the AI agent instead of straight to a person.
Scenario · not a case study
Syncs keep order, subscription, shipment, and account state current on every plan, so a reply is not blind. The AI agent starting the conversation — a failed payment, a stalled shipment, a renewal about to miss — is separately entitled. It will not send without recorded, attributable consent on that channel. A proactive resolution is priced like any other, and only if it actually resolves.
Three
If a system is not connected, or is connected read-only, the write never happens. Instructions can shape tone and escalation. They cannot grant a tool the model cannot see.
Every action passes authorization, policy, and — where the data class requires it — a compliance instrument. An authorization lookup that errors denies the action. The check does not read the transcript, so a prompt injection cannot talk the AI agent into a tool the account does not have.
A refund amount, a date, an entitlement, or a discount is a field Tied validates against your policy before the customer sees it. A $400 proposal against a $200 cap is a validation failure and an escalation, not a quieter refund.
If the customer asks for a person, they get one. That gate runs before retrieval, matches a phrase list rather than a model call, and cannot be switched off — not per account, inbox, or plan. It over-fires on purpose. Handoff costs nothing.
Each read and write is recorded: system, operation, authorization, success or failure, and the provider’s transaction id where there is one. The class on the invoice is derived from that trail. The AI agent never states its own class.
No plan marks up tokens. On Tied’s key, counts are itemized and reconciled monthly against the provider invoice. On your own key — available on every plan — you pay the provider directly, and the key is encrypted at rest and not stored at the routing gateway.
Conversation and contact data follow the account region: US only on Starter and Business; US, EU, or APAC on Advanced; custom regions on Enterprise. The region is set when the workspace is provisioned, not from a settings toggle. Identity data — logins, SSO, MFA — is processed in the US on every plan, under a GDPR-compliant DPA with EU Standard Contractual Clauses.
Raw data stays scoped to your account, in your region, and is never pooled with another account. The only tier used for any cross-account purpose is anonymised and aggregated. Pseudonym tokens from one account are meaningless in another.
On the roadmap. Not held. Tied’s security page says to treat that page as the source of truth if a pitch implies otherwise.
Enterprise roadmap items. Not current certifications.
Coming soon, and it cannot be executed today. Do not send PHI on the assumption a BAA is in place.
Actions touching PHI, cardholder data, or SOX-controlled systems are refused on every plan until the matching instrument is on the account. Tied does not hold a BAA, a PCI Level 1 attestation, or a SOX instrument today, so those actions are defined, refused, and not sold. The compliance-gated resolution class is not priced.
There is no fixed, published retention window. Data persists for the life of the account, and deleting the workspace removes it. A specific deletion schedule is a conversation with the account team.
Four
One hundred and nine connectors is the commitment. Actions and syncs are different jobs. Slack is where your team replies, not where a customer arrives. Google RCS is on the plan table from Business upward, and the channel guide says an RCS inbox cannot be connected yet. Apple Messages for Business is Advanced and Enterprise, and it takes weeks with Apple, not an afternoon in settings.
Every plan
One script tag. No carrier, DNS, or verification. Tied’s own advice is to start here while slower approvals run.
Every plan
Forward an existing inbox or connect one. Custom reply domains are documented separately.
Every plan
Embedded signup. A 24-hour customer-care window governs the channel; outbound outside it needs an approved template.
Every plan
Text and media. US A2P traffic needs 10DLC registration. Carrier fees are separate from resolutions.
Every plan
Direct messages from a professional account, or a Facebook Page, in the same inbox.
Every plan
Telegram via a bot token. LINE through a LINE Official Account — the default messenger in Japan, Taiwan, and Thailand.
Every plan
Build a transport Tied does not ship. Your webhook carries the outbound leg.
Advanced and Enterprise
Apple Pay, list and time pickers, forms, quick replies, rich links, and authentication, inside Messages. Plan on 4–6 weeks for Apple Business Register. Advanced includes 5,000 free messages a month; Enterprise volume is custom-quoted.
Listed from Business up
Rich cards and suggested replies are specified, with a 4–6 week carrier approval. Tied’s channel guide also says an RCS inbox cannot be connected yet, and that no device-detection snippet is shipped to pair it with Apple Messages.
Business and above
The plans page lists voice AI agent integrations from Business upward. Delivery pricing still sits outside the resolution fee.
Team side, every plan
Not a place customers start a conversation. Threads from other channels mirror into Slack, and a reply there goes back out on the customer’s channel.
Placeholder — not customer evidence
A brief without customers should look like a brief without customers.
These cards are empty layout slots. They are not customers, logos, quotes, or results. Nothing has been redacted, because nothing has been approved for publication. Ask Tied for references on a demo call; do not treat this page as evidence.
Slot 01
Sector label only · Commerce operations
Slot 02
Sector label only · Subscriber support
Slot 03
Sector label only · A regulated team
Five
Seats are published. Classes are published. Enterprise is not. Annual billing is 20% off the self-serve seat price. Included credits pool and expire monthly. Channel delivery is a separate bill.
$99
per seat / month · Minimum 2 seats
Small teams launching customer messaging.
$199
per seat / month · Minimum 3 seats
Teams that want the AI agent to look things up and change nothing.
$299
per seat / month · Minimum 4 seats
Teams that need the AI agent to act, with narration and rollback.
Custom
annual contract · Negotiated
Regulated teams that need sovereignty and contract terms.
The highest class reached is billed once. Silence is not, by itself, a resolution, and a human message before confirmation is never one. Negative feedback or a reopen within 30 days credits the charge back with no claim to file. Pricing docs · tied.com/pricing
Close
The demo is a conversation on tied.com. The documentation is the record this page is not allowed to outrun.