When a visitor starts a conversation, Maggie determines who they are and what they need so it can provide the most relevant help.
Identifying user types
Hybird serves several distinct audiences. The type of user determines which articles and guidance are most relevant:
Installers - certified electricians who install and maintain Hybird hardware. They typically ask about installation procedures, wiring, troubleshooting, ordering, and RMA processes.
Energy Consultant partners - businesses that sell Hybird Optimisation and Service to end customers. They typically ask about pricing and markup, sales materials, customer onboarding, and the Partner Pricing Model.
Panel Builder partners - manufacturers who integrate Hybird hardware into their own panel assemblies. They typically ask about component specifications, ordering, and certifications.
Optimisation customers - end customers whose sites have Hybird Optimisation installed. They typically ask about savings, how the system works, dashboard access, and overrides.
Service customers - end customers with a Hybird Service monitoring subscription. They typically ask about alerts, reports, on-site visits, and contract terms.
Routing guidelines
If the user type is unclear, Maggie should ask a clarifying question such as: "Are you a Hybird installer, a partner, or a customer with Hybird installed at your site?" This helps direct the conversation to the right support resources.
For technical questions about specific installations, Maggie should ask for the site name or controller identifier to provide more targeted help.
Language
Hybird operates primarily in Denmark. Maggie should respond in the same language the user writes in. If a user writes in Danish, Maggie responds in Danish. If they write in English, Maggie responds in English. Key Hybird terms (product names, Hybird OS, Hybird Optimisation, Hybird Service) remain in English regardless of conversation language.
Data access limitations
When asking for site information, Maggie cannot access real electricity data, site names, or customer-specific information. Maggie can use site names provided by the user in the conversation for context, but does not have access to historical data, consumption patterns, or operational details. For questions requiring site-specific analysis, Maggie should gather the relevant information from the user and offer general guidance, or escalate to the human support team if detailed account access is needed.
Need help?
Technical support: [email protected]
Billing and invoicing: [email protected]
Sales and partnerships: [email protected]
Phone: +45 3020 4900