The ten agent roles

The Follow-Up Nothing you are owed gets dropped. Works a list of things owed to your business — unanswered quotes, overdue invoices, unsigned documents, promised callbacks — on a schedule that does not care how busy the week was. It gathers the context first, drafts the message in your voice at the right temperature, and hands anything with a real problem behind it to a person instead of nagging the customer.
The Intake Whatever arrives, in whatever format, becomes a clean record. Reads what comes in the door — a voicemail, a web form, an emailed PDF, an order dropped into a customer portal, a photo of a handwritten ticket — and turns it into a structured record in the system that runs your business, routed to the right person with the context attached.
The Drafter Writes the recurring document from your own past work. Proposals, quotes, scopes of work, standard replies, job write-ups, the same letter for the fortieth time. It assembles the first version out of what you have already written and what the record says about this customer, and hands it to a person to finish. It never sends on its own unless you decide it can.
The Watcher Knows what expires, renews or comes due — and says so first. Certificates of insurance, licenses and credentials, contract renewals, warranty windows, permit deadlines, subscriptions that auto-renew, promised dates a customer gave you. It holds the calendar nobody has time to hold and raises the thing while there is still time to act on it.
The Answer Desk Answers from your own records, not from the internet. Your policies, your contracts, your past jobs, your order status, your procedures. It answers the question that gets asked forty times a month — for your staff, your customers, or both — from the material you already have, and it says it does not know rather than inventing an answer.
The Scribe The conversation becomes the record, without anyone typing it up. A sales call, a site visit, a client meeting, a service call. It produces the notes, updates the record in your system, creates the tasks somebody agreed to, and drafts the follow-up — so what was said actually lands somewhere other than one person's memory.
The Reporter Assembles the recurring report from systems that do not talk. The Monday numbers, the board packet, the job costing review, the monthly pack for the owner. It pulls from each system, reconciles the pieces that disagree, assembles the thing on schedule, and — more usefully — flags what actually changed rather than restating what did not.
The Reconciler Matches two sets of records and queues only the exceptions. Invoices against purchase orders, payments against invoices, timesheets against jobs, commission statements against what you were owed, the bank against the books. It agrees the lines that agree and presents the ones that do not, side by side, with the source document a click away.
The Connector Two systems that do not talk, now talking. The quoting system and the accounting system. The field app and payroll. The website and the CRM. It keeps records in step in both directions, in your language rather than the vendor's, and tells someone when a record will not sync instead of quietly dropping it.
The Gatekeeper Applies your rules, escalates only what needs judgment. Discount requests, credit and return decisions, coverage calls, purchase approvals, new customer terms. It applies the policy you actually operate by to the routine cases and routes the genuine judgment calls to the person who should be making them — with everything they need already gathered.

Worth a conversation?