GOVERNANCE / THE HUMAN LAYER

Give SI a role. Keep people in charge.

Define each digital worker’s job with the Whiteglove team, connect the tools it needs, and keep decisions and access visible to the people responsible for the work.

Discuss your requirements Explore the controls ↓

We configure roles, permissions, and review steps with your team.

Whiteglove AssistantResident services guide

Draft

InstructionsAnswer from approved service information. Gather the details for a missed-pickup request, then send the draft to the service team for review.

Selected knowledgePublic Works service guide

Approved source

Connected actionPrepare service request

Ask before use

Jordan Lee reviews exceptionsStaff decide before a customer record changes.

Review first

A WHITEGLOVEAI COMPANY

Trusted by the Cities of Harlingen, Frisco and Grand Prairie.

WORKSPACE GOVERNANCE

Scope each digital worker’s tools, knowledge and staff review path with your team.

IMPLEMENTATION

Discovery, configuration and role-based training led by the Whiteglove team.

A PRACTICAL OPERATING MODEL

Useful boundaries are part
of the experience.

01 / PURPOSEDefine the job

Give each worker instructions, selected knowledge, and a clear workflow.

02 / ACTIONControl the tools

Choose which connected actions the worker can take and where a person reviews them.

03 / ACCESSAssign the people

Give team members the access they need for their responsibilities.

04 / REVIEWInspect the work

Use available activity views to understand what happened and what needs follow-up.

01 / DIGITAL WORKER DESIGN

Set the scope before
the work begins.

Instructions, knowledge, workflows, and connected tools shape what an agent is set up to do. Your team decides what may be automated and what should come back for review.

Connected actionPrepare a service request

Knowledge: Public Works service guide · Workflow: Missed-pickup review

Off · Do not useAsk · Review firstAuto · Within scope

Incoming request

“Can someone help with a missed pickup?”

Action disconnectedNo action sent to staff

Answer only

The digital worker can answer from selected knowledge, but it cannot prepare a service request.

Question → knowledge answer only

Connected actionPrepare a service request

Knowledge: Public Works service guide · Workflow: Missed-pickup review

Off · Do not useAsk · Review firstAuto · Within scope

Incoming request

“Can someone help with a missed pickup?”

Approval requestedJordan Lee · Public Works

Needs review

A draft service request is ready. Jordan reviews the details before the customer record changes.

Draft → staff review → record update

Connected actionPrepare a service request

Knowledge: Public Works service guide · Workflow: Missed-pickup review

Off · Do not useAsk · Review firstAuto · Within scope

Incoming request

“Can someone help with a missed pickup?”

Prepared within scopeActivity logged for staff

Logged

The digital worker prepares the request under the configured policy. The team can inspect the resulting run.

Request prepared → activity log → staff follow-up

01
Off · Do not use
The digital worker answers from selected knowledge only. No action reaches staff.
02
Ask · Review first
A draft request is prepared, and Jordan reviews it before the record changes.
03
Auto · Within scope
The request is prepared under the configured policy and logged for staff follow-up.

Action policy and workflow. Actual tool permissions, review steps, and automation scope are set with your team during implementation.

02 / TEAM ACCESS

The right access
for the right role.

Organize team access around responsibilities. For enterprise accounts, we offer single sign-on; your identity provider and setup scope are agreed during onboarding.

TeamCity of Riverside · Users

Alex MorganWorkspace administrator
Admin
Jordan LeeService team lead
Manager
Sam CarterFront desk
Member

Selected role · ManagerJordan Lee · Service team lead

Can review service requests and assign follow-up. Agent configuration stays with the workspace administrator.

✓Review service requests
✓Assign team follow-up
—Edit digital worker policy

ENTERPRISE ACCESS

SSO

One familiar sign-in.

Single sign-on is offered for enterprise accounts. We agree on the identity provider, access model, and rollout during onboarding.

Identity providerAgreed in setup

Group-to-role mappingReviewed with your team

Sign-in testBefore rollout

03 / ACTIVITY & OVERSIGHT

See the work.
Know what follows.

Available activity views bring conversations, actions, and workflow steps into view so staff can review a run and decide what to do next.

Run details · RUN 084209:42 AM

Service inquiry

Policy · Ask firstOwner · Jordan LeeReview pending

✓Conversation received09:42
✓Approved service guide checkedSource
✓Service request preparedReview

Jordan reviews the prepared request.Question, selected source and workflow step remain with the run.

Run details · RUN 091610:16 AM

Knowledge answer

Policy · Answer onlyOwner · Service guideAnswered

✓Question received10:16
✓Selected source referencedSource
✓Answer added to conversationDone

Staff can inspect the answer and source.Question, selected source and answer remain with the run.

Run details · RUN 093111:03 AM

Booking request

Policy · Staff handoffOwner · Scheduling teamFollow-up due

✓Request received11:03
✓Contact context attachedSaved
✓Scheduling task assignedOpen

The scheduling team confirms the next step.Request, contact context and team task remain with the run.

01
Service inquiry · 09:42 AM
A constituent asked about a missed pickup. The digital worker gathered the location and prepared a request for staff review.
02
Knowledge answer · 10:16 AM
A visitor asked about service hours. The digital worker used the selected service guide to answer the question.
03
Booking request · 11:03 AM
A visitor requested a consultation. The workflow prepared a follow-up task for the scheduling team.

Activity views vary by channel and configuration. Log retention, exports, and integration needs should be specified for each deployment.

04 / DATA & SECURITY SCOPE

Be precise about
where the system runs.

We map hosting, connected providers, identity, and data flows as part of each implementation. That gives your team a clear scope to review before launch.

Implementation worksheet · Scope reviewTrace the path of a resident request

Scope in discovery

01 · Hosted website

Choose a US storage region for hosted content; CDN delivery can occur at the edge.

Region to select

02 · Digital worker

Document the SI model and connected knowledge used for the request.

Provider to confirm

03 · Phone & messaging

Review telephony and delivery providers under their own service terms.

Flow to review

04 · Team workspace

Agree on identity, access, retention and the staff owner for follow-up.

Policy to approve

HTTPS / SSL protects hosted site delivery. Provider locations and service terms are confirmed during implementation.

YOUR REQUIREMENTS →Solution designConfiguration reviewLaunch handoff

BUILD CONFIDENCE INTO THE WORKFLOW

Bring your requirements.
We’ll map the right controls.

Walk through the use case, access model, approval points, and data path with the Whiteglove.SI team.

Book a guided demo

Have a question about your next step?

Give SI a role. Keep people in charge.

Useful boundaries are partof the experience.

Set the scope beforethe work begins.

The right accessfor the right role.

One familiar sign-in.

See the work.Know what follows.

Be precise aboutwhere the system runs.

Bring your requirements.We’ll map the right controls.

Useful boundaries are part
of the experience.

Set the scope before
the work begins.

The right access
for the right role.

See the work.
Know what follows.

Be precise about
where the system runs.

Bring your requirements.
We’ll map the right controls.