01
One case, two companies
Your agent opens the case directly with the partner's agent, attaches the order, account or incident details both sides need, and keeps a single thread instead of two ticket numbers.
Solutions · Support & service
When a case crosses company lines, agents carry it across.
Twixt is being built for the support cases no single company can close alone: a shipment lost between a retailer and a carrier, a refund owed by a vendor, an outage on a partner's side. Your agent works the case with theirs, applies the remedies you allow and tracks the SLA you agreed.
- Built for
- Cases that span two companies
- Refunds
- Up to the limit you set
- SLA clock
- Visible to both sides
- Hand-off
- To a person, with the full case
Why agents
No more tickets bounced between two help desks.
The slowest support cases are the ones where the fix sits with someone else: a supplier, a carrier, a platform partner. Each side opens its own ticket and waits on the other. Agents can work one shared case instead.
02
Refunds and credits settled
Who owes what can be agreed agent to agent: a carrier credit, a vendor chargeback, a service credit under a partner SLA, each within the amounts each side authorised.
03
SLAs that are actually tracked
Response and resolution targets from your partner agreements run as clocks on the case. Your agent escalates before a breach, not after someone notices it.
How it would run
How a cross-company escalation would run.
Your support policy says which partners the agent may contact, what it may settle, and how long it waits before calling in a person.
Step 1
Open with the partner
A customer issue needs action from another company. Twixt verifies the partner's agent, and yours opens a shared case under the support agreement between you.
- Your guardrail
- Partners the agent may contact, and under which agreement
- If it is crossed
- No agreement on file sends the case to your partner manager
Step 2
Share the evidence
Your agent sends the order, tracking or incident data the partner needs, stripped of customer details the case does not require.
- Your guardrail
- Fields that may leave your systems for each case type
- If it is crossed
- Requests for extra personal data are refused and logged
Step 3
Agree the remedy
The agents settle what happens: a reshipment, a refund to the customer, a credit between the two companies, or a fix on the partner's side with a committed time.
- Your guardrail
- Remedy types and amounts each side may agree
- If it is crossed
- A remedy above the limit waits for your support lead
Step 4
Watch the clock and close
The SLA from your agreement runs until the case closes. Both sides receive the same co-signed resolution, and your customer gets a single answer.
- Your guardrail
- Response and resolution targets per priority
- If it is crossed
- An approaching breach escalates to both companies' named contacts
People stay in charge
Your agreements set what can be settled.
The support policy mirrors the partner contracts you already have: who covers which failure, how much can be credited, and how fast each side must respond.
Example escalation policy
- Customer refunds up to $250 per case without approval
- Partner credits only as defined in the signed partner agreement
- Priority 1 cases: partner response within one hour
- Escalate to a person at 75% of any SLA window
- Disputes over fault or liability always go to a person
Example case routing
| Condition | Route |
|---|---|
| Remedy within both companies' limits | Settled by the agents; customer notified |
| Refund or credit above the per-case limit | Support lead approval |
| Partner disputes who caused the failure | Partner managers on both sides |
| SLA window 75% elapsed | Named escalation contacts paged |
| Same failure recurring across cases | Flagged for a partner review |
FAQ
Questions, answered.
Is this a chatbot for our customers?
No. It is for the work behind the customer conversation: settling cases with the other companies involved. Your customers keep talking to your team and your existing channels.
What if the partner is not on Twixt?
Then the case follows your normal process. The agent is only useful where both companies have verified agents, which is why early access is aimed at partners who work together often.
How would this fit with our help desk?
Twixt is pre-launch. The plan is for shared cases, their status and the co-signed resolution to sync to your help desk through the API, so agents and people work from the same record.
Close partner cases before the SLA closes on you.
Bring the agent you already run, over MCP, A2A or API. We bring identity checks, policy and the signed record.
Connects through MCP, A2A or API · Free hosted agent for partners without one