System
How the layer is built.
Five layers. One governed loop. A thin adapter for every platform we write to. Built to Canadian privacy standards (PIPEDA/PHIPA-aligned), and HIPAA-aligned for US deployments. Encrypted at rest and in transit.
§ Architecture · control layer
We install a layer, we don't replace your stack.
Calls, texts and web inquiries enter through our layer. The layer applies your rules, reads and writes to your existing systems, and keeps one structured memory of your whole business. Your booking platform, calendar and team tools are unchanged.
Inbound demand
Customers
ABI control layer
Governance · memory · intelligence
inbound
Voice agent
inbound
SMS agent
data
Business memory
rules
Governance engine
outbound
Lifecycle engine
outbound
Intelligence
Your stack · unchanged
Existing systems
What we do
Capture every call, govern every booking, remember every customer, run every lifecycle message. All on your existing platform.
What we don't do
Replace your booking platform, your CRM, or your calendar. Rip-and-replace isn't the deal. The layer sits above.
§ Layers · 01 to 05
Each layer is built for one job, and fully replaceable.
Voice, SMS, web
Interaction layer
Answers every inbound call and text, 24/7. Detects the caller's language in the first sentence and responds in that language across 30+ languages. Classifies intent before responding. Transfers live to the owner when a human conversation is needed.
Rules, routing, capacity
Governance layer
Applies service duration, staff hours, pre- and post-buffers, staff-service eligibility, conflict rules against Google Calendar, and no-show rebooking tiers. Every booking is validated before it is written. A slot is never offered if it cannot actually be booked.
Structured and persistent
Memory layer
One record per customer, written to on every interaction. Holds contact data, booking history, service preferences, preferred staff, cadence, recovery tier, and patient-submitted files (insurance, referrals, intake, photos). Never resets between sessions. Encrypted at rest and in transit.
Event-driven automation
Lifecycle layer
Runs the full chain from confirmation through dormancy recovery. Every message is triggered by a real event (booked, confirmed, attended, overdue) and carries a three-step delivery audit (planned → sent → confirmed). Replies stay threaded to the same conversation.
Competitor watchdog
Intelligence layer
Monitors nearby operators across ten structured categories. Changes are detected by hashing page state, filtered for actionability, and delivered as structured insights with a recommended response. A supporting feature, not the headline.
§ Execution loop
Every contact runs the same governed loop.
A call, a text, a web inquiry. The path is the same: identify the customer, load what we know, apply your rules, act, and log. The loop doesn't drift. It compounds, because every pass writes back to memory.
This is why the system gets more accurate over time without manual retraining. Intelligence is a by-product of operating, not a separate effort.
Step 01 · Contact
Call, SMS or web inquiry arrives.
- 01
Contact
Call, SMS or web inquiry arrives.
- 02
Identify
Phone number matched to a profile, language detected.
- 03
Load memory
History, preferences, files already on record.
- 04
Apply rules
Service duration, buffers, staff routing, conflicts.
- 05
Act
Booking written, transfer to staff, or escalation.
- 06
Log
Outcome and delivery audit written to the record.
- 07
Compound
Memory updated so the next call starts smarter.
§ Principles
The decisions behind the architecture.
None of this is incidental. Each principle is a trade-off we chose so the system would hold up at real volume, across real businesses, under real compliance pressure.
Adapter pattern for every platform
Each booking platform (Square, Vagaro, Phorest, Jane, Google Calendar) has a dedicated adapter. The core is platform-agnostic. Adding a new platform is a new adapter, not a rewrite.
Delivery-truth logging
Every outbound message is logged three times: as planned, as sent, and as confirmed by the provider. Silent failures are not possible. If delivery doesn't land, we see it.
Multi-client by construction
One instance serves many businesses. client_id is the universal routing key. No cross-client data is ever reachable, even by the agent, even in the same conversation thread.
Compliance-aware defaults
Built to Canadian privacy standards (PIPEDA/PHIPA-aligned), and HIPAA-aligned for US deployments. Encryption at rest and in transit. PHI handling reviewed in every adapter. Designed for regulated health environments, not retrofitted to them.
Read real state, never guess
Availability is read from the platform at the moment of the call, not a cached snapshot. Google Calendar conflicts are resolved live. The agent never offers an impossible slot.
Compounding memory
Every interaction writes back. The voice agent starts the next call with what it learned in the last one. No retraining cycle, no configuration drift.