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Agent Designer
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Charters: reusable playbooks for every agent
Codify how an agent should handle a scenario once, then apply it everywhere — consistent policy, tone, and escalation logic at scale.
What it is
A Charter gives a Maven agent explicit instructions for a specific situation — an upsell moment, a cross-sell opportunity, a stalled prospect, or a customer showing signs of churn. Instead of only resolving the request in front of it, the agent recognizes the moment and acts on it, using the same governed agent that already handles support.
How it works
Charters work alongside Intelligent Fields, which read the live conversation to understand intent, eligibility, sentiment, and where someone is in their journey. When a conversation matches a Charter's conditions, the agent follows that Charter's playbook — what it's allowed to say, offer, or do in that scenario. Access and behavior are governed per Charter, so a revenue play never fires where it shouldn't, and a new play means adding a new Charter rather than building a separate system.
Use case
A support conversation about billing surfaces a customer who's a strong fit for a plan upgrade they don't have yet. Rather than closing the ticket and moving on, the agent recognizes the moment through Intelligent Fields, applies the upsell Charter, and surfaces the right offer in context — while the customer is already engaged.