You upload your existing materials to Polly's Vault: product manuals, brand guidelines, FAQs, support documentation, care instructions, and marketing content. Our team helps structure this knowledge base during onboarding, and Polly learns to apply it contextually in conversations. You maintain complete control over what Polly can say and share, with the ability to update Polly's Vault anytime as your products or policies change.

Polly's Vault stores everything Polly needs to be your product expert:

• Product knowledge: Specifications, how-to guides, troubleshooting, care instructions
• Brand voice: Tone guidelines, key messaging, approved terminology, what NOT to say
• Support resources: FAQ databases, return/refund policies, warranty information
• Marketing content: Educational materials, user testimonials, seasonal messaging

Initial vault setup typically takes 1-2 hours of your time (gathering and uploading). BluStream handles the structuring and optimization.

Polly uses your approved Polly Path—a strategic conversation roadmap based on your product category, customer behavior, and business goals. She initiates conversations at critical moments while continuously adapting based on how customers respond. If a customer engages early, Polly adjusts. If someone shows signs of disengagement, Polly intervenes proactively.

Polly is always available for customer-initiated questions. Customers can reach out anytime via their preferred channel (SMS, WhatsApp, email, WebChat), and Polly responds with personalized, context-aware answers drawn from Polly's Vault. She handles both proactive outreach (scheduled journey messages) and reactive support (customer questions) seamlessly.

Polly is trained to recognize when a question is outside her knowledge base. In those cases, she'll acknowledge the question, let the customer know she's escalating to your team, and route it to the appropriate human support channel. You see these escalations in the BluStream PX Portal, which also helps you identify knowledge gaps to add to Polly's Vault for future conversations.

Polly personalizes based on multiple data streams: purchase history (which products they own), behavioral signals (how they've responded to previous messages), usage patterns (are they using the product or at-risk of abandoning), customer preferences (channel choice, response timing), and journey stage (new customer vs. renewal cycle). Two customers who bought the same product can have completely different conversations based on their individual needs and behavior.

Yes. The BluStream PX Portal gives you full visibility into Polly's conversations. You can view individual customer conversation histories, see real-time message performance, review what questions customers are asking most frequently, and track sentiment across all interactions. You approve the Polly Path before launch, and you can update messaging anytime.