Two faces. One brain.
whiteriver.com / talk-to-tess
Tess answers in English, Owen in Spanish. Same catalog, same live stock from NetSuite, same Shopify draft orders. Nothing scripted — these are real sessions.
Same brain, typed.
whiteriver.com · Chat with Cassidy
Screen recordings of the website chat. Cassidy runs the whole thing herself — the trade application, the quote, the Shopify draft order — the same tools the phone agents use.
One question at a time — name, business, role, address — then the application submits and the account is activated within a business day.
Product by name, SKU or description. Each line confirmed, trade pricing applied, and a real Shopify draft order emailed — ready to review or check out.
Six agents. Four reps. One front line.
Not website chatbots — they answer the phones. Each runs on a ~9,000-word playbook: seven product lines, trade-discount math, two languages, and a different brain for a phone call than a web chat. Tess joined in August as a second sales overflow — the bench got busy, so we added bench, not logic. All six work hand in hand with the sales team, around the clock, around the customer.
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What it takes to make one agent work.
Six systems around one agent, then a single question traced hop by hop. Every dot is a request leaving her or a fact coming back. Same six behind Cassidy, Blake and Owen.
An agent to watch the agents.
Six agents answering around the clock produce more conversation in a week than a manager can read in a month. So the reviewing job went to an agent too.
Every conversation from all six agents, start to finish — not a sample. Last week: 128 calls, 367 minutes, read before Monday starts.
Pricing ambiguity, failed handoffs, repeat callers stuck in a loop — and calls logged as a success that weren't one.
Every flag names the agent, the call, and why it might matter. Owen recommends — a person decides.
Every sales email sent, by type — plus any that bounced.
Which rep the AI ecosystem fed that week, and how many.
A written read of the week, before the numbers.
The specific calls worth ninety seconds — and why.
Nobody was on the clock.
Where this all goes, in one curve.
The partnership keeps shifting: AI carries more of the build end to end, and the human moves up to the judgment call. The gap is what AI can't do yet — and it narrows every month.
