AI Employees

Built and being verified. HyoNova opens hiring only after verifying it in production with a real AI provider.

An AI Employee is an AI worker your company hires for a defined job. It has a name, a job title, a department and a manager, a desk in your office world, permissions, the knowledge you give it, a budget and an audit trail. The first role is the AI Support Employee, which answers your customers in HyoNova Support.

An AI Employee is never a user: it has no login, it is not a member of your company and it does not take a seat, so it never changes your seat count or plan price. It is a separate product with its own price.

What an AI Support Employee does#

• Answers customers on the HyoNova Support channels you choose — website chat, email, WhatsApp, Instagram and Messenger — in Arabic or English, in the customer's language.
• Works your queues alongside people. It joins support queues like an agent; routing gives it conversations while it is available, up to the number you allow at once (20 by default).
• Answers only from approved knowledge. It may send an answer only when it found it in the knowledge you granted it in that conversation. Otherwise it hands over.
• Hands over with a summary. When a person is needed, it writes an internal note for your team — the customer's request, what it tried, why a person is needed and a suggested next step — tells the customer a team member will continue, and routes the conversation to the queue or person you chose.
• Resolves simple requests and marks the ticket resolved when the customer confirms, if you allow it to.
• Always says it is an AI. Customers see its name with · AI — for example "Sara · AI" — and a company cannot hide that.

Always handed to a person#

Whatever autonomy you choose, the AI Support Employee hands these conversations to your team without answering them itself. The check runs on the customer's words, in English, Arabic and Iraqi Arabic, before any AI model is involved:

• refunds, payment disputes and double charges;
• legal matters, privacy and data-deletion requests;
• security incidents and compromised accounts, account ownership;
• contract changes, discounts and special prices;
• threats and abuse, and customers who ask for a person;
• messages with attachments;
• customers you marked as VIP (on by default) and the hand-over keywords you add;
• a WhatsApp, Instagram or Messenger conversation whose 24-hour reply window has closed — the AI never writes outside the window and never uses a message template; a person follows up.

It also hands over when it has already sent the maximum number of replies you set for one conversation (12 by default), when a conversation receives messages unusually fast, when it cannot find an approved answer, and whenever the AI provider is unavailable — never with a made-up answer.

How much it may do on its own#

You choose its autonomy when you hire it and can change it later:

Autonomous (low risk) needs an owner or admin to confirm I authorise autonomous low-risk replies. This is recorded as a standing authorisation with who granted it and when, and it is withdrawn when you choose another autonomy. HyoNova can also suspend all autonomous replies at once; the AI Employee then falls back to approvals.

People with the AI approval permission — managers, admins and owners — decide its proposals in Company administration › AI & Serene › AI approvals, and are notified when one is waiting.

Take over at any time#

In the Support inbox, a conversation the AI is handling shows AI is replying and a Take over from AI button. When an agent takes over, the AI Employee stops replying at once — even an answer it was preparing is not sent. A support manager can hand the conversation back with Return to AI.

Pausing or terminating an AI Employee also returns its open conversations to people.

Hiring an AI Employee#

Owners and admins hire in Company administration › AI & Serene › AI Employees › Hire AI Employee. The steps are Role, Identity, Support, Knowledge, Autonomy, Tools, Escalation, Voice, World desk, Budget, Billing and Review & hire:

• Identity — name (customers see it, always marked as AI), job title, languages, department, team, manager, tone, greeting and company instructions. Instructions that try to remove safety rules, approvals or the AI disclosure are refused.
• Support — its queues, channels, how many conversations and voice calls it handles at once, and its working time: always (24/7) or your business hours.
• Knowledge — exactly what it may read: knowledge spaces, folders and files you pick, and optionally support history, canned replies and the customer's record. It never reads anything outside these grants.
• Tools — what it may do: look up tickets, customers and knowledge, write notes and drafts, send replies, hand over, change a ticket's status and create follow-up tasks. Each tool shows its risk level.
• Escalation — the queue or person it hands over to, hand-over keywords, VIP handling and the maximum AI replies per conversation.
• World desk — optionally, a Desk: a seat in one of your office worlds. HyoNova takes the floor, room and place from the world, and the AI Employee sits on that seat.
• Budget — an optional daily cost limit in US dollars, on top of HyoNova's own safety limit; when it is reached the AI Employee stops taking work until the next day (UTC). When included capacity runs out chooses what happens after the month's included outcomes or voice minutes are used: Use purchased packs, or Hand conversations to people — then packs are not used, customer conversations go to your team and voice calls are refused until the next month.
• Billing — start the free trial, hire it monthly or annually, or Save draft. A draft does not work and is not billed. Starting a trial or paying needs billing management.

Memory#

Memory is off by default. If you switch on Remember useful facts, the AI Employee may keep short facts from conversations for the number of days you choose (up to 365). Admins see every remembered fact with its source and expiry and can Forget one or Forget everything. Facts expire on their own, and a fact whose source record is removed is dropped. Customer details belong in the customer record, not in memory.

In your office world#

If you give it a desk, the AI Employee appears in your office world as the Serene character, sitting on its desk's seat (or standing, if you chose that posture), with a name plate showing its name and an AI badge, its role, and its status — Available, Paused or Off duty. A ring under the figure shows when it is listening, thinking or speaking.

When you walk up to it, a bubble offers Chat and, when voice is ready, Talk; owners and admins also see Role, which opens the AI Employee's page in Company administration. An AI Employee who is standing waves. Only members who can use Serene see AI Employees. Being present all day does not mean it is working all day: it works only when there is a conversation, and nothing in the world starts your microphone.

• Chat opens a conversation with it in the Serene area. It answers with its own permissions narrowed to yours, so it never shows you something you could not open yourself. Internal chats count as Serene use.
• Talk starts a voice conversation. It appears only when voice works on HyoNova, your company allows voice conversations and the AI Employee takes voice calls; you can also choose Talk in a chat with it. Your browser asks for the microphone only when you choose Talk. You can Mute, End or Switch to chat; the AI shows Listening, Thinking and Speaking. A voice session lasts up to 15 minutes and never longer than the AI Employee's remaining voice minutes. In voice it only looks things up; anything that changes data is done in chat, with approval.

Prices and the free trial#

• Resolved outcome. A support ticket the AI Employee resolved, after replying to the customer. A ticket counts once, even if it is reopened. Hand-overs to people are not counted.
• Extra capacity. 500 more resolved outcomes for $99, and 500 more voice minutes for $49. Packs are shared by your company's AI Employees, are used after the included capacity — unless the AI Employee is set to Hand conversations to people — and are valid for 12 months.
• No double charge. An AI Employee's support work and voice minutes are paid by its subscription and never use your Serene credits.
• Free trial. One trial per company: 7 days with 25 resolved outcomes and 30 voice minutes, for a new AI Employee, on an active paid Basic, Business or Enterprise plan. The trial does not turn into a paid term by itself: when it ends, the AI Employee pauses until you hire it. HyoNova also applies a usage safety limit to the trial; if it is reached, conversations go to your team.
• Paying. The AI Employee starts working only after the payment is confirmed by the payment provider or by HyoNova — never because a payment page said "thank you". It uses the same checkout as other HyoNova purchases. See AI Employees billing.

Pause, cancel or terminate#

• Renewal. Each month or year is paid as its own payment — nothing renews or charges by itself. HyoNova reminds you 7 days before the period ends. If the next period is not paid when it ends, the AI Employee stops taking work and shows Payment due; its configuration, knowledge, history and desk are kept until you pay.
• Pause and Resume at any time; while paused it takes no conversations.
• Cancel at period end stops it at the end of the paid period; you can change your mind until then.
• Terminate stops it now and returns its conversations to people. Its history and audit are kept, and paid terms are not refunded automatically.

Status#