Can one assistant serve customers and employees?

Yes. Pulse uses separate knowledge and permissions for each audience, so customers never see internal policies.

Which use case should we start with?

The questions your team answers most often. For customer teams that’s usually order or billing questions; for HR it’s leave.

Can Pulse read customer or employee records?

With permission, yes — orders, Books invoices, Desk tickets and Nest leave balances — and only the record of the person asking.

How does Pulse qualify leads?

It answers pre-sales questions, asks the qualifying questions you set and creates a lead in Treepie Flow routed to the right rep.

What happens out of hours?

Pulse answers what it can and, for urgent or restricted topics, opens a priority Desk ticket or adds the customer to an existing incident.

What topics does Pulse never handle?

Whatever you restrict. Common choices are refunds, complaints, pay disputes, grievances and legal questions.

Does Pulse make things up?

It answers only from your knowledge, cites the source, and says so and hands over when it isn’t confident.

Can Pulse help with IT support?

Yes, for how-to questions from your IT guides, with tickets for anything that needs an account or hardware change.

Does Pulse help new starters?

Yes. It answers handbook questions using the employee’s start date and location from Nest.

On your website, in the customer portal, inside Desk email and as an internal help assistant. A desktop app keeps data local.

Can I try Pulse on my own questions?

Yes. Upload your help articles during the 14-day free trial, or book a walkthrough with your top ten questions.

Treepie Pulse · AI customer & employee assistant

Eight conversations Pulse has every day.

Choose who’s asking, then a use case. Watch the conversation — and what Pulse checked behind the scenes.

PulseWebsite chat

Where’s my order? It was meant to arrive yesterday.

Order #4471 left the Leeds depot this morning and is due by 6pm today. Here’s the live tracking link.

Can I change the address?

It’s already out for delivery, so the address can’t change now — but you can redirect it to a nearby pickup point from the tracking page.

Behind the scenes

Read: Order #4471 (with permission)
Source: Help: Changing a delivery address
Handoff: Not needed
Confidence: High

Most “where is my order” chats end without a ticket.

Illustrative conversations with fictional customers and employees.

In short

What are the main use cases for Treepie Pulse?

Treepie Pulse is an AI assistant that answers customers and employees from your own knowledge and records. Customer-facing teams use it for order, billing and product questions, lead qualification and out-of-hours cover. Internally, it answers HR, leave, IT, onboarding and expense questions. Pulse cites its source, reads only the asker’s record, and hands over to a person by topic or confidence.

Use cases: 4 customer, 4 employee
Reads: Orders, invoices, leave, tickets
Hands over to: Desk, Flow, Nest, people
Best first step: Your top ten questions

Two audiences

Four jobs outside the company, four inside.

Same assistant, separate knowledge and permissions. Each use case works on its own.

For customers

Website, portal and Desk email, from your help centre

Answer order and delivery questions

Most “where is my order” chats end without a ticket.

Qualify website leads →

Visitors get answers and sales gets qualified leads.

Explain bills and invoices

Billing questions answered from the actual invoice.

Cover out-of-hours support

Urgent issues reach a person; customers aren’t left waiting.

For employees

Internal help, from policies and Nest records

Answer HR and leave questions

HR stops being the leave-balance helpdesk.

Run first-line IT help

IT handles access changes, not how-to questions.

Help new starters find their feet

New starters get answers without feeling like a burden.

Explain expense rules

Fewer rejected claims and fewer questions to finance.

Why it works

Good answers need three things: knowledge, a record and a rule.

Most assistants have the first. Pulse brings all three into every reply.

Knowledge

Your help articles, handbook and policies — and nothing else.“Annual plans can be refunded within 14 days.”

The record

The asker’s own order, invoice, ticket or leave balance, with permission.“You bought on 2 March, so…”

The rule

What Pulse may answer, what it must hand over, and how sure it must be.“Refunds always go to billing.”

In practice

One assistant, one day, 200-person company.

How a Dubai-based logistics company uses Pulse for customers and staff at once.

Illustrative day based on a typical customer setup.

Customers

312 chats

268 answered with sources; 44 handed to Desk, all with context.

Sales

19 pricing-page chats

11 qualified into Flow leads and routed by region.

Employees

87 questions

Leave, payslips and expenses; 6 pay questions routed to HR.

Overnight

41 chats

2 urgent issues escalated to on-call; the rest answered.

Review

20 answers sampled

19 correct; one article updated the same afternoon.

Connects

Where Pulse reads from, and hands over to.

Pulse works alone on your articles. Each connected app lets it answer more specifically.

Desk

Reads tickets and incidents; hands over with the conversation attached.

Flow

Creates qualified leads and routes them to the right rep.

Books

Explains invoices, payments and charges from the real records.

Nest

Answers leave and policy questions from each employee’s record.

Where to start

Who asks you the same question most?

Start with the use case that answers them.

“Customers asking where their order is.”Order and delivery questions

“Visitors who leave the pricing page with a question.”Qualify website leads →

“Staff asking HR for their leave balance.”HR and leave questions

“Everyone asking IT the same how-tos.”First-line IT help

“Customers writing in at midnight.”Out-of-hours support

“Finance rejecting expense claims.”Explain expense rules

More Pulse use cases, end to end

6 published

Who it’s for

Which use cases each role relies on.

Different questions, the same rules.

Support leadsFewer repeat tickets and covered evenings.“How many chats ended without a ticket this week?”

HR teamsLeave and policy questions answered from Nest.“Can staff stop emailing us for their balance?”

Sales & marketingWebsite visitors qualified into Flow leads.“Which pricing-page chats became leads?”

IT & operationsHow-to questions answered; access requests ticketed.“Which IT questions keep coming up?”

Compared

Answering questions, compared.

Category-level differences across the eight use cases.

	Spreadsheets & email	Typical AI chatbot	Treepie Pulse
Personal answers	Look it up for them	Generic replies	From the asker’s own record
Leads	Contact form	Captured, not routed	Qualified and routed in Flow
Out of hours	Auto-reply	May guess	Answers or escalates to on-call
Employees	Email HR and IT	Separate tool	Same assistant, internal knowledge
Restricted topics	N/A	Prompt instructions	Hard rules: always to a person

Pulse use cases, answered.

Anything else — ask a person.

Customer questions about orders, billing and products; qualifying website leads; out-of-hours cover; and employee questions about HR, leave, IT, onboarding and expenses.

Bring ten questions. Watch Pulse answer them.

Book a walkthrough with your most-asked questions. We’ll load your articles and show answers, sources and handoffs live.

Start free with Pulse →Book a walkthrough

Your first use case in four steps

Day 1List your top questionsFrom inbox, tickets or HR email.
Day 1Add the knowledgeHelp articles or policies.
Day 2Set handoff rulesRestricted topics and confidence.
Week 1Pilot internallyReview every answer, then launch.

The other sixCompare all →

FlowCRM & sales NestHR & employee management LoopProject & work management DeskCustomer support & ticketing BooksFinance & accounting GrowthSEO & website growth

What are the main use cases for Treepie Pulse?

Spreadsheets & email

Typical AI chatbot

Treepie Pulse

Personal answers

Look it up for them

Generic replies

From the asker’s own record

Leads

Contact form

Captured, not routed

Qualified and routed in Flow

Out of hours

Auto-reply

May guess

Answers or escalates to on-call

Employees

Email HR and IT

Separate tool

Same assistant, internal knowledge

Restricted topics

N/A

Prompt instructions

Hard rules: always to a person