Product guide
The whole product, in one document.
How Bidirection works, end to end — what your customers experience, what your team controls, and how a rollout comes together. Written for the people who will evaluate it, run it, and answer for it.
Voice · Optional avatar · Screen sharing · Live visual support
01 · At a glance
Voice AI beside every customer.
Bidirection is voice AI for sales and customer support: a guided conversation that helps people choose, buy, and get more from your product. It listens and speaks, shows its words as captions — and, when a customer chooses, can look at the same screen, camera view, or file they’re looking at.
Sales
Meets a browsing visitor at the point of uncertainty, compares the options that actually fit, and helps with the next buying step.
Support
Walks new customers through first steps, surfaces features in context, and works through problems on the customer’s own screen — when they share it.
Omni Support
Connects a call to a companion web session, so a customer can show the problem — camera or file — instead of describing it.
Every conversation runs in the browser — there’s nothing for customers to install.
02 · The customer experience
A conversation, from invitation to next step.
However customers arrive — an invitation on a page, a help control inside your product, or a phone call — the session follows the same arc.
- 1The invitationA quiet, dismissible prompt at a relevant moment — or the customer opens the conversation themselves. Nothing auto-starts.
- 2The conversationThe agent listens and speaks, with live captions alongside and an optional avatar giving it presence.
- 3Shared contextIf it would help, the customer chooses to share a screen, camera view, or file — and can stop with one tap.
- 4The next stepA purchase, a booked call, a solved problem — or a handoff to your team with context carried over.
The session, up close.
- Voice leads, captions follow — every word the agent says is readable as it’s spoken.
- The avatar is optional presence, never a requirement.
- Mute, captions, and end-session controls stay visible for the whole conversation.
- Sharing status is written in words on screen, not signalled by color alone.
- Viewing is never control — the customer’s hands stay on their own keyboard.
“Happy to compare those two plans — should we look at the pricing page together?”
The session’s standing controls — always on screen, never buried in a menu.
03 · The products
Three products. One agent underneath.
Each product covers a different stretch of the customer journey. They share the same platform, so starting with one and adding another later is a configuration decision, not a new rollout.
Sales
Guided selling on your website
- Contextual voice invitations
- Options explained and compared
- Offers within your rules
- Purchase and call next steps
Choose it when
Visitors browse seriously but stall between options, and the next step is one good answer away.
Support
Onboarding and help inside your product
- Guided first steps
- Feature discovery in context
- Customer-initiated screen sharing
- Handoff with context
Choose it when
Customers succeed once they find their way — but the way isn’t always obvious from documentation alone.
Omni Support
Phone support with a visual session
- Connected support number
- Companion browser session
- Camera and file sharing
- Guided visual resolution
Choose it when
The problem is physical or visual — easier to show than to describe on a call.
04 · The platform
Five layers behind every conversation.
Selling or supporting, every session draws on the same stack. The platform page describes each layer in full — this is the shape of it.
- 1
Context
What’s relevant and permitted right now: the pages in play, and what the customer has said they need.
- 2
Knowledge
The catalogs, guides, FAQs, and articles you connect — the substance of every answer.
- 3
Conversation
Voice with captions, an optional avatar, and visual context when the customer adds it.
- 4
Rules and actions
Where invitations may appear, which offers are eligible, and which actions are permitted.
- 5
Connections
Your website, plus the workflows around the conversation — catalog, knowledge, booking, support, phone.
05 · Rolling it out
From first conversation to live on your site.
A rollout is shaped with your team, and nothing meets a customer before you’ve reviewed it. Six stages, in order.
- 1
Discuss the workflow
Where customers need help, which channels matter, and what a good outcome looks like for your team.
- 2
Connect the knowledge
Product catalog, onboarding guides, FAQs, help articles — the sources your agent may draw on, kept in your control.
- 3
Shape the agent
How it sounds and holds itself: voice, tone, product vocabulary, and whether an avatar gives it a face.
- 4
Draw the lines
Engagement conditions, eligible offers with their limits, and the actions the agent is permitted to take.
- 5
Review together
Walk the conversations with your team and rehearse until the agent represents you — before customers ever meet it.
- 6
Go live, then refine
Deployment on your website is a small addition your web team places. From launch, review conversations, update knowledge, and adjust the rules as your product evolves.
How long a rollout takes follows its scope — the same topics that shape pricing.
See what shapes the scope06 · Rules and trust
You draw the lines. Customers keep the controls.
The agent works inside rules your team configures — and every consequential choice in a session belongs to the customer.
Your team decides
- Which knowledge sources the agent draws on
- Where invitations may appear, and on what signals
- Which offers are eligible — with limits and approvals
- Which actions are permitted, from booking to handoff
- How the agent sounds, and whether it has a face
Your customers keep
- The choice to join — invitations are quiet and dismissible
- Their screen — sharing starts with them and stops with one tap
- Their hands on the keyboard — viewing is never remote control
- Their words in view — captions accompany voice throughout
- A path to a person, with context carried over
When the agent doesn’t know
Answers draw on the sources you connect. When they don’t cover a question, the agent says so and offers a real next step — often a handoff to your team, carrying the question and the steps already tried so the customer never repeats themselves.
Questions, answered
This page is the product document — the end-to-end description of what Bidirection does. The demo page holds three scripted previews that show the same behaviour in motion, clearly labelled as previews. A booked demo goes one step further: your product, your questions, live.
No. Conversations run in the browser — on your website, inside your product, or through the companion session a phone caller opens on their own device. Some capabilities vary by device: mobile camera sharing is its own experience, and mobile screen sharing depends on what the device and browser support.
Yes. Sales, Support, and Omni Support run on the same platform — the same knowledge, rules, and connections — so a later addition is configuration and review, not a second rollout.
From the knowledge sources you connect — catalogs, guides, FAQs, and support material. They stay in your control and can be updated at any time; the agent’s answers move with them. When the sources don’t cover something, the agent says so instead of improvising.
The conversation hands off to your team with the question and the steps already tried, so the customer never starts over. How the handoff is delivered depends on connecting your support workflow — mapped during setup.
Three ways, layered: it draws only on the knowledge you connect; it works inside the engagement, offer, and action rules you configure; and your team reviews the conversations — before launch, and as they run.
Take the guide into a conversation.
Play the scripted previews, or book a demo and walk your own customer journey through everything described here.