Conversation management
- Full transcript inspection
- Conversation history
- Actionable and incomplete lead identification
- Schema repair for inconsistent data
Latest project · AI automation
Client: Canada's Log and Wood Home Store
AI-powered lead follow-up, with people in control.
AKNEX Digital turned live chat and contact-form enquiries into one reliable workflow for context-aware AI drafts, human approval, customer outreach, and lead tracking.
The challenge
Customer conversations needed a faster, more dependable path to follow-up.
Canada's Log and Wood Home Store needed to respond quickly without giving AI unrestricted control over customer communication. Each draft had to understand the full conversation, reflect the business's knowledge, and remain subject to staff review.
- Bring live-chat conversations and website enquiries into one workflow.
- Alert staff without requiring constant dashboard monitoring.
- Preserve multi-turn conversation context and prevent duplicate processing.
- Log customer and lead information reliably for future management.
- Learn from approved responses, edits, and client feedback.
The solution
A custom response-management system built around a human approval loop.
AKNEX Digital connected Zoho SalesIQ, a custom Node.js backend, xAI Grok, Google Sheets, email infrastructure, and an administration dashboard into a single workflow.
One connected workflow
From first message to approved follow-up.
The system keeps the full conversation intact, prepares a business-aware draft, alerts the team, and waits for a person to approve or improve the response before anything reaches the customer.
- 01Customer enquiry arrives
Zoho SalesIQ receives the live-chat conversation and webhook events.
- 02Conversation is processed
The custom Node backend assembles messages, visitor details, and the full conversation state.
- 03AI prepares a suggested response
xAI Grok analyses the transcript against business knowledge and sales instructions supplied by Canada's Log and Wood Home Store.
- 04The team is notified
An email contains the customer's details, transcript, enquiry, suggested response, and relevant lead information.
- 05A person reviews and sends
Staff can approve the draft or edit it in the rich-text editor before customer outreach.
- 06Feedback improves future drafts
Approved responses and corrections become useful examples for later suggestions.
AI-assisted, human-approved
AI handles the preparation. People keep the final say.
The suggested response considers the current message, previous conversation history, business knowledge from Canada's Log and Wood Home Store, custom sales instructions, and examples approved by the team.
Good responses can be approved immediately. Drafts that need improvement can be edited first, giving the client complete control over what is communicated.
Learning from feedback
Every approval and correction makes the next draft more relevant.
The response layer does not rely only on a generic model. It incorporates business-specific knowledge, positively rated drafts, and real corrections from the client's workflow.
AI suggestionHuman reviewBetter future suggestions
Administration dashboard
One place to review conversations, manage leads, and send outreach.
The dedicated interface centralises the work that was previously spread across chat, email, spreadsheets, and separate systems.
AI response management
- Context-aware follow-up drafts
- On-demand regeneration
- Human editing and approval
- Exemplar-based learning
Customer outreach
- One-click email sending
- Rich-text HTML editor
- Formatted email generation
- Bulk lead management
Lead management
- Google Sheets synchronisation
- Lead-status management
- Search, filtering, and pagination
- Lead deletion and bulk deletion
Reliable conversation tracking
State management prevents duplicate processing and duplicate replies.
Live-chat platforms can emit multiple webhook events for one conversation. AKNEX developed a dedicated state-management layer that understands which messages belong together and when a conversation is ready for processing.
- In-memory session tracking and two-minute inactivity windows
- Map/Set-based locks and duplicate-trigger protection
- Chat reconnection handling and payload normalisation
- Asynchronous fault isolation across external integrations
Technology and integrations
A custom backend connected the tools already central to the business.
Node.js + ExpressWorkflow engine and API logic
Zoho SalesIQLive-chat webhooks
xAI GrokContext-aware draft generation
Google Sheets API v4Lead and conversation logging
Nodemailer + SMTPNotifications and outreach
Zoho CRMContact-form lead processing
cPanel + Phusion PassengerProduction hosting
GitHub ActionsAutomated deployment
Extended beyond live chat
The contact form now enters the same lead-management pipeline.
The site's Contact Us form was connected to a reusable inbound process: payload normalisation, Zoho CRM, Google Sheets logging, an AI follow-up draft, dashboard record, email alert, and human outreach.
This gives both live-chat and website enquiries a consistent path from first contact to follow-up.
The result
A centralised, AI-assisted lead-management system.
The new workflow captures incoming enquiries, maintains context, prepares responses, alerts staff, centralises records, and keeps human approval at the centre of communication.
AKNEX Digital's role
End-to-end engineering, from requirements to continuous improvement.
AKNEX Digital handled requirements analysis, architecture, backend development, API integrations, AI prompt engineering, state management, dashboard development, email automation, CRM integration, testing, production deployment, and ongoing enhancements.
AI handles the heavy lifting. Humans remain in control.
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