TalosOps

TalosOps is a multi-tenant AI customer-operations platform. A business connects the channels its customers already use — WhatsApp, Instagram, Messenger, Telegram, Gmail, a chat widget on its own site — and an AI agent answers on its behalf: it knows the company's policies and products, reads live orders from the store, books and tracks shipments with the carriers Egyptian and Gulf businesses actually use, creates payment links, and hands off to a human the moment it should.

Around that agent sits a whole operation: a unified inbox, tickets, CRM, sales campaigns, customer workflows, a knowledge centre with cross-lingual search, quality scoring of the agent's own replies, workforce scheduling — and Talos, an operator agent the owner talks to in Egyptian Arabic and that runs the platform for them.

Why it matters. A small e-commerce business answers the same forty questions every day, and every answer lives somewhere a machine can reach. Agencies solve that one client at a time, with a new codebase per client. TalosOps is one platform where the difference between clients is configuration — so a fix, a new channel or a new integration reaches every tenant at once.

Talos (تالوس) is the client's operator: one chat in the management console where the business owner talks the way they talk to their operations manager — direct, Egyptian, no ceremony — and the platform gets operated. Ask how things are and it reads the inbox, the tickets, the quality numbers and the connected channels and answers with figures. Ask it to close a conversation, move a customer to a pipeline stage, add a knowledge document, draft a WhatsApp campaign, import leads from an attached file, invite a teammate or explain how to connect a courier — and it does it, showing every step as it works.

94 actions, two speeds. In اسألني الأول every change waits on an approval card that says plainly what will happen and to whom; in نفّذ تلقائي changes run immediately and are recorded. For a multi-step job — launch a campaign, clean up a queue — Talos proposes the whole plan once and the owner approves it once.

Specialists, not a help bot. Yasmin (inbox, customers, orders, knowledge, quality), نوح (metrics, period comparisons, breakdowns) and سيف (the floor, shifts, breaks) are instruments Talos uses; the owner never has to learn which one owns which question. Each also keeps a home on its own page.

Why it matters. A console the owner has to learn is a console they will not use most of. An operator that already knows the account, speaks the owner's dialect and does the clicking is the difference between software that was bought and software that is used.

A promise built in. Talos never asks for, accepts or repeats a password, API key or token in the chat — not even if the owner insists. Connecting anything happens on the console page or through a one-time setup link it hands to the owner's developer.

The management console the owner lives in, as it stands on 2026-09-08, in Arabic:

نظرة عامة — the executive overview. Not a collage of counters: what changed, whether it is good or just more volume, which department, channel, agent or teammate explains it, and which conversations are the evidence. A missing measurement shows as unavailable, never as zero. Money stays four separate things — pipeline, store sales, recorded profit, and our own cost — and is never summed into one number.

الإنبوكس — the smart inbox. Real work lists (unassigned, assigned, shared queue, snoozed, resolved, one per sales campaign), saved views, filters by department, channel, intent, customer tone and waiting time, and the team's live load.

العملاء — CRM. Contacts, pipeline, tasks, companies, at-risk customers, duplicate detection with a reversible merge, and imports that land on the same customer records the agent reads.

رحلات العملاء — customer workflows. The first one: cash-on-delivery order confirmation over WhatsApp, completed by the agent, with a bounded set of safe changes it may make to the order on the customer's behalf.

المبيعات — campaigns. WhatsApp and email campaigns with approved templates, lead import from a file or from the CRM, schedules, and per-campaign reply lists in the inbox. Campaign images can be generated on the client's own Gemini or Higgsfield account, with spend limits and human review.

أقسام الحساب واستوديو الإيجنت. Isolated operating spaces inside a tenant, each with its own agents, staff, channels and knowledge; new conversations are distributed across the department's agents. Agent Studio sets each agent's model, persona, dialect and register.

فريق العمل — the workforce OS. A live command centre: who is on shift, who is free, breaks from the weekly plan, requests, analytics, and the working hours the AI quotes to customers in their own language when nobody is available — with a deliberate rule that when no one is free, the AI does not promise a handoff it cannot deliver.

المعرفة، التكاملات، القنوات، الشحنات، تحليل الجودة — covered below.

The agent that answers customers is built to be trusted with real actions, not just with answers.

• It answers in the customer's language and dialect — 13 languages, and for Arabic a choice of Egyptian, Gulf, Levantine or Modern Standard, each with a formal, neutral or warm register. It understands Egyptian customers who write Arabic in Latin letters and digits.
• It answers from the business, not from memory — company documents, the playbook, and live data: orders, products, shipments, spreadsheets, calendars.
• It can act — create, modify or cancel an order, book a shipment, book an appointment, create a payment link — and it only changes anything after the customer explicitly confirms and their identity has been verified. Paid-order edits that move money go to a human. This was proven on a live store: a real order created and then cancelled through the agent.
• It hands off — to a human, with a ticket and a summary, the moment it should, and it never invents a handoff nobody can take.
• It is guarded — safeguards that run before a reply is sent catch a confirmation the agent did not actually perform, a reply that repeats the previous one, and a reply in the wrong dialect. These exist because each of those happened once in production and was caught.
• It stays up — the agent runs across Gemini, Claude and OpenAI, so one provider's outage degrades an answer rather than taking the service down; a safety refusal is treated as a final answer, never routed around.

Why it matters. A read-only bot is safe and half useful. An agent that can act, and that a business owner can trust to act, is the product.

The knowledge centre is what stops the agent guessing. Sources: written documents (return policy, shipping, exchanges, payment methods, a size chart), uploaded files with OCR for scans, Notion, Google Drive, Confluence, live Google Sheets the agent reads and writes, Miro boards, YouTube transcripts, and a helpdesk import that moves help-centre articles — never customer records. Uploads go directly to storage without passing through our server.

Search that crosses languages. A question asked in English or in Franco-Arabic finds the right Arabic document, and a question in Arabic finds an English one. That was chosen on measurement: a purely keyword-based search failed the real questions customers ask, and semantic search found the right passage almost every time. Page images inside documents — diagrams, tables — can be searched too.

Reply attachments. A separate library of images and PDFs the agent may send a customer, each with a plain-language instruction for when to send it. Switching it off stops the agent instantly.

Technologies: Postgres with pgvector, Cohere embeddings, OCR through a vision model.

Ten channels are connected on the proving tenant — WhatsApp, Instagram, Messenger, Telegram, Gmail, and the web widget — and any mailbox can be added over IMAP. Stores: Shopify live, WooCommerce and Salla one click away. Carriers: Bosta live, Aramex, SMSA and DHL ready. Payments through Paymob, with payment links the agent can create in a conversation and money that never passes through TalosOps. CRMs: Odoo, HubSpot, Salesforce, Microsoft Dynamics. Calendars: Google and Microsoft 365. An OpenAPI connector for a restaurant, pharmacy or ERP system, and a local bridge for a POS that must not open a port.

Why it matters. The agent is only as useful as what it can see and do; every connector is another question it can answer without a human.

Technologies: signed webhooks from every provider, encrypted credentials that are never displayed and never typed into a chat, per-tenant rate limiting, and an outbound gate for every URL that came from tenant data.

An agent that answers customers is measured the way a human agent is.

Every closed conversation can be evaluated: a scorecard, a predicted satisfaction score, errors classified by root cause, a suggested fix. Human QA scores sit beside the AI's, and the customer's own survey rating beside both — three separate signals, labelled as such, never blended. The page shows automation rate, mistakes awaiting review, critical conversations with the reason, a training room, calibration, and quality rules that flag high-risk conversations automatically. Every number is actually measured; whatever is unmeasured shows as such, not as zero.

A QA simulation harness role-plays dozens of customers against the live agent in a sandbox so a new configuration can be reviewed before real customers meet it. Yasmin is the read-only quality copilot: ask about overall quality, a conversation by reference code, an order or a customer, and she investigates without being able to change anything.

• Tenant isolation is enforced by the database, with row-level security, and a second boundary inside each tenant separates departments.
• Credentials are encrypted before they are stored, never displayed, and never accepted in a chat.
• The audit trail records which fields the agent consulted, not their values — you can establish that the agent looked at a shipping address; you cannot read the address out of the log. Reporting is aggregate.
• No customer content in logs; webhook handlers log identifiers and counts only.
• Public endpoints are rate-limited per tenant and per key, and every inbound webhook is verified before anything is read or written.
• Written truth rules for every analytics number: definition, window, sample size, timezone, and whether it is measured or unavailable.

Technologies: Supabase / Postgres with RLS, encrypted credential storage, signed webhooks, constant-time comparisons, SSRF protection.

Two ways in for other software. A public API with keys minted in the client's own dashboard, scoped and rate-limited, for a client's backend to send messages to their agent. And an MCP connector, so an AI client can read a workspace — inbox status, conversations, tickets, knowledge, operations summary — and, in private beta, prepare changes that the user approves in their own signed-in TalosOps session before anything runs.

Listing these is not an apology. Three of the four are third-party review queues, and knowing precisely which door is shut is the difference between a roadmap and a wish.