1
Observe
Twin monitors changes across Zendesk, Salesforce, Freshdesk, Intercom, and Twilio for new cases, status changes, and SLA movements.
2
Orient
It maps new signals to the Service domain model: is this a new case, an escalation, or an SLA risk?
3
Context Assembly
Twin pulls customer history, prior cases, linked articles, SLA terms, and agent workload into a unified context object.
4
Reason
It evaluates next best actions: suggest a reply, flag an SLA, propose escalation, or surface a known solution.
5
Discover
Twin checks for gaps: missing customer info, unresolved prior cases, or policy mismatches.
6
Delegate
It routes preparatory tasks to domain agents, such as checking warranty entitlement or pulling device telemetry.
7
Collaborate
Twin presents proposals in the workbench as suggestions the practitioner can accept, edit, or reject.
8
Decide
Based on feedback, Twin finalizes the recommendation and prepares the capability request.
9
Act
Twin initiates the governed capability, such as updating case status or creating an escalation.
10
Continue
It records the action, updates context, and preserves memory for the next session or handoff.