Technology that sustains the conversation.

• Queue

  0–1 minnothing lights

  1–5 mincaution

  5 min–2 hurgent

  The wait, on screen.

  The queue is sorted by who has waited longest, not by latest message. Under a minute, nothing lights up. From 1 to 5 minutes, caution. Past 5, urgent. The clock counts minutes up to two hours, with no rounding.

• Catalog

  3638404244 in stock · out of stock

  The catalog inside the conversation.

  Search, photo, price, and the sizes actually in stock, without leaving the chat. One tap sends the item with photo, price, and link. The catalog is read from the store and refreshed every hour, and Otto never edits a product.

• Assignment

  • Turn
  • Next
  • Off by default

  Who answers.

  Round-robin assignment among the people on shift, and a handoff when a conversation goes quiet. A cap keeps any customer from being passed around all night. It ships switched off: the store’s admin turns it on.

• Metrics

  Longest wait

  —

  Average first response

  —

  Answered within 1 min

  —

  No human reply

  —

  Values appear here only once there is measured production, with date and source.

  First response, measured.

  Four numbers per period: the longest wait right now, average first response, how many were answered within a minute, and how many conversations never got a human reply. The summary comes as a ready-to-copy sentence, with the before alongside.

1. A1 ↔ 5

   Measure before promising.

   Every number we publish has a date, a source, and a unit. What we haven’t measured, we don’t claim.

2. B2 ↔ 4

   AI helps the people answering.

   It comes in to help the team, not to take its place. The AI that suggests replies starts switched off, and the store turns it on.

3. Caxis

   Nothing made up.

   Price, stock, and terms come from the store’s own source. When the data is missing, the line is left out, not filled with a guess.

4. B4 ↔ 2

   The store decides.

   Automatic assignment, after-hours greeting, and reply suggestions all ship switched off. Changing how a team works is up to whoever runs it.

5. A5 ↔ 1

   Promise only what can be measured.

   The yardstick is each customer’s wait. It is the first thing on screen, and it is what we want to be held to.

Read top to bottom or bottom to top, they say the same: the first answers the fifth, the second the fourth, and the third sits on the axis. Like the name.

• Sign-inone-time code

  No passwords stored.

  Sign-in is by a one-time code sent to your email. What isn’t stored can’t leak.

• Secretsvault

  Credentials in a vault.

  Each store’s WhatsApp and catalog access lives in a secrets vault, outside regular tables. No screen displays it.

• Sendingunique key

  One message, once.

  Every send carries a unique key. A double tap or a flaky connection won’t send the same message twice, and when there’s no confirmation, the screen says so.

• Isolationdatabase rule

  Each store sees only itself.

  Isolation between stores is enforced by the database, not the interface. A customer’s phone number shows only to those who need it, and an opt-out is honored on every outbound path.

• Legibilitytwo themes

  Contrast measured, not estimated.

  Colors checked in light and dark themes for people who read the screen eight hours a day, often standing up.

• Originautomated tests

  Safeguards learned at the counter.

  Otto’s engine was built from a WhatsApp service operation already running in retail. Each safeguard came from a real incident and ships with automated tests.