AI Intake Agent

People write to a business the way they speak: half the facts in the first message, a photo of a document in the second, a voice note in the third, and the one detail that actually decides the answer never mentioned at all. Somebody on your side then reads all of it and types the same four questions they typed yesterday.

AI Intake Agent is a hosted service from SDH IT GmbH that puts an AI assistant on the channels a business already uses. It holds the conversation, reads what is attached, asks only for what is still missing, checks the answers against rules the business itself defines, and hands the business's staff a structured enquiry — complete, or with the gaps and contradictions marked. A person at the business decides what happens next. The assistant never does.

Where it answers

One assistant, the channels your customers actually use. Each is connected by the business itself, to its own accounts:

• Instagram Direct — the business connects its own Instagram professional account, linked to its own Facebook Page.
• Facebook Messenger — the same connection covers the Page's own inbox.
• Telegram — the business's own bot.
• E-mail — the business's own mailbox, over its own IMAP and SMTP. Replies are threaded, and they come from the business's address, never from ours.
• A chat widget on the business's website — one script tag, or a direct link that opens the assistant on its own page.

Text, photographs and voice notes are all understood. A photograph of a document is read as a document; a voice note is transcribed and enters the conversation as the customer's own words.

How it works

1. The business connects its own channel

A manager signs in and connects the account — for Instagram and Messenger, through Facebook's own login, choosing the Page they administer. Nothing is connected on anyone's behalf, and a connection can be withdrawn at any time, from our panel or from Meta's.

2. The assistant holds the conversation

It replies in the language the customer wrote in, asks about what is still missing rather than repeating what it already knows, and answers questions from a knowledge base the business supplies. Where an answer is not in that knowledge base, it says so and escalates instead of inventing one.

3. The enquiry arrives structured

Every fact the assistant extracts lands in a field, and every field keeps its source — the chat, or the document it was read from. The service tracks what is still missing, flags a value in a document that contradicts what the customer typed, and applies the business's own checks. The result is a numbered enquiry in the business's inbox, with its status and its open questions visible at a glance.

4. A human takes over whenever they want

Staff can step into any conversation and reply themselves; the assistant stands aside and the customer sees one continuous thread. On Instagram and Messenger this also works the other way round: if someone answers from Meta Business Suite instead of from our panel, the service notices and pauses the assistant, so a customer never receives two replies in two voices.

What the code decides, not the model

A language model is good at conversation and unreliable at bookkeeping, so the parts a business has to trust are not left to it:

• Fields change only through a tool call. The model never writes to the database directly, and every value carries where it came from.
• The engine computes what is missing, from the enquiry's own schema — which is why the assistant cannot re-ask something it already has.
• Checks are rule tables with tests. Passport validity, deductibles and limits, minimum funds — plain functions with unit tests, not a judgement the model makes on the day.
• Status changes and sending are the engine's, never the model's and never an accident.

Where it is used

One engine, configured per line of business. The scenarios running today:

• Freight forwarding — route, weight, places, Incoterms, reconciled against the invoice.
• Private jet charter — legs, passengers, catering, visa constraints along the route.
• Immigration intake — case type, income, documents; an intake memo for the lawyer. Collection only, never advice.
• Insurance claims — circumstances and amounts, with deductibles and limits from a rule table. Never a coverage or payout decision.
• Schengen visa applications — passport, insurance and funds checked against the minimums, plus the 90/180 rule.
• Medical imaging enquiries — where a patient already is on their route, which materials they hold, and which specialist that implies. Orientation only: no diagnosis, no reading of a study.

What it is not

The service is an intake and orientation tool, and that boundary is built in rather than requested politely. It does not give legal, medical, insurance, immigration, tax or financial advice. It does not diagnose and does not interpret medical studies. It does not decide cover, liability or payment, and it cannot promise anyone a visa or a permit — those decisions belong to the competent authority. It is not for emergencies: conversations are not monitored in real time, and in the European Union an emergency means calling 112.

The assistant identifies itself as an AI system when it talks to a person, as Article 50 of the EU AI Act requires, and it is never configured to deny being one or to impersonate a named human being. Every outcome of substance is reviewed and released by a person at the business. The full picture is in our Terms of Service, section 3 and section 15.

Data, and who holds it

When a business connects a channel, we receive what is needed to answer on that channel and nothing more. From Meta, that is the name and identifier of the Page and Instagram account being connected, a token to act for that Page, and — when a customer writes in — the message itself, any photograph or voice note attached to it, and the identifier Meta issues for that conversation. We do not request or store the name or profile of the person writing in.

Each business's data is stored separately and is used only to run the service for the business whose channel it arrived on. It is never combined with another business's data, never sold, and never shared for advertising. In data-protection terms the business is the controller and SDH is its processor; how we handle personal data is set out in our privacy policy, and the contractual terms in our Terms of Service.

Who provides it

AI Intake Agent is built and operated by SDH IT GmbH, Anckelmannplatz 1, EG, Aufgang C, 20537 Hamburg, Germany.

Commercial register: Amtsgericht Hamburg, HRB 140320

VAT identification number: DE306650237

Telephone: +49(0)4023608920 · E-mail: info@sdh-it.com

SDH has built software since 2014, from offices in Hamburg, Kharkiv and Ottawa. Further company details are in our imprint.

Meta Platforms Ireland Limited and Telegram are independent third parties. They are not affiliated with this service, and it is neither sponsored nor endorsed by them.

Talk to us

If you want to see it answering on your own channel, write to info@sdh-it.com or call +49(0)4023608920. Tell us which channel your customers use and what your team needs to know from an enquiry, and we will show you that case rather than a generic one.