Use cases
Every agent, every team. Checked first, kept as proof.
Refunds, outreach, payments, changes to production. See what Himmel checks for each team, and the proof you keep.
At a glance
What you get. Where to start.
Your agent sends the facts before it acts, Himmel answers from your playbook, and every answer is kept. Under every use case, that gives you the same four things.
What you get
- 1
Proof of every action
Which agent did what, for whom, under which rule, and who approved it. Your auditor gets the answers as a file.
- 2
Every agent in sight
Who answers for each agent, where it acts and how each action was answered, on one map.
- 3
People decide where your rules say
Above a limit, or where it takes a judgement, Himmel asks the person your rules name.
- 4
A playbook that keeps up
What no rule covers, and a rule that keeps sending cases to a person, wait in your review queue.
Where to start
- 5
Refunds, discounts and credits
Your support agent gives money back within your limits. Above them, your team lead takes it.
- 6
Outreach within your contact rules
Your AI SDR writes within caps counted across every sender, and never to a contact who unsubscribed.
- 7
One agent, many companies
Sell your agent to every customer, each on its own playbook, and code none of their rules.
- 8
Any team’s playbook
Sales, marketing, finance, people, engineering and legal, in the shapes the engine checks.
Proof of every action
When someone asks why, the record answers.
Every check is kept with its facts, the rule and its version, the day, who acted and who approved it. Read again by its id, it gives the same answer years later, since no model answers a check. Your auditor gets the answers as a file, with the facts each was checked on.
- Kept for as long as your records must be kept
- Each rule kept with who confirmed it, and when
- When a later action changes an earlier answer, Himmel gives a new one and keeps the old
Why did the agent refund this?Why did the AI SDR email this person?
Every agent in sight
Every agent in one place, and what each one did.
Each app sees only its own agent. Himmel sees them all: each agent registered with the person who answers for it, with a key of its own, reading its rules at the start of each run. One map shows who answers for each, where it acts, and how each of its actions was answered.
- Every line on the map opens the actions it stands for
- An action taken against your rules is flagged to you
- An agent nobody answers for yet is marked, for you to name who does
- Any agent switched off in one step
Approvals and hand-overs
Where your rules name a person, Himmel asks them.
An approval above a limit, a case the agent hands over, a judgement only a person makes, such as whether a case is exceptional. Himmel emails the person your rules name, they decide signed in, and your agent asking again gets their answer.
- Several approvers in turn, each asked once the one before approves
- The email itself decides nothing
- A request waits a week at most
- An approval the agent got some other way is never read
A better playbook
See where your playbook and your business disagree.
What no rule covers, a question only a person can answer, an approval still waiting: each waits in your review queue. You decide what to change. A new version can be tried on past actions first, and its changed rules are confirmed again before they run.
- Himmel shows where. What to change is yours
- Earlier answers keep citing the version they were given under
AI support agents
Refunds, discounts and credits, within your limits.
Start from our template for an online shop’s support, every figure yours: Himmel proposes none. Before each refund, discount or credit your agent asks. Above its limit your team lead takes it, handed over or asked to approve first, as you choose.
- Credits counted across every chat and every agent
- Another currency checked at what your systems record, never at a rate Himmel picks
- Or upload your own support playbook: PDF, Word or Markdown
Refunds
- Allowed 2.4
Refund €25 on a €60 order
The AI assistant asks before it refunds €25: within its €30, so it may go ahead.
- To a person 2.7
Refund €35
The AI assistant asks before it refunds €35: above its €30, so it hands the case to the team lead, whom Himmel tells.
- To a person 2.7
Refund €80, holding the team lead’s approval
The AI assistant asks before it refunds €80, holding the team lead’s approval: still handed to the team lead, whatever approval the case holds.
- Asks for a fact
Refund CA$48.30, with no figure in euros
The AI assistant asks before it refunds a customer in Canadian dollars, with no figure in the shop’s own currency for the refund or for its order: whether it is within the assistant’s €30 can’t be told, so both figures are asked for.
Retention discounts
- Allowed 3.1
15 % off to keep a customer
The AI assistant asks before it offers 15 % off: the playbook sets it no discount limit of its own, so it may.
- Needs approval 3.2
20 % off to keep a customer
The AI assistant asks before it offers a customer 20 %: above 15 %, so it needs the team lead’s approval, and Himmel asks them.
Goodwill credits
- Allowed 4.4
€20 more in March, after €20 in January
The AI assistant gave the customer €20 in January and asks before €20 more in March: within the limits, so it may.
Anything else
- Not covered
Send a replacement
The AI assistant asks before it sends a replacement: the playbook does not say, so neither may it; a person settles it.
The euros are the sandbox’s. Your playbook’s limits are in your own currency.
AI SDRs and outbound
Every message within your contact rules, whoever sends it.
No message to a contact who unsubscribed. At most three in any 14 days, counted across your SDRs and your AI SDR together. A trial extended once, and beyond the AI SDR’s 7 days only with the head of sales’ approval.
- Counted across everyone on the team, not per sender
- A fact left out, such as the unsubscribe, is asked for by name
- Outbound has no template yet: you upload your playbook
Example Software’s outbound playbook, invented
- Allowed 2.3
A first message
The AI SDR asks before it sends a first message to a contact who has not unsubscribed: allowed, and nobody needs to approve it.
- Not allowed 2.1
A message to an unsubscribed contact
The AI SDR asks before it messages a contact the CRM records as unsubscribed: not allowed.
- Asks for a fact
The unsubscribe left out
The AI SDR asks before it messages a contact, without saying whether the contact unsubscribed: that fact is asked for, by name.
- Not allowed 2.2
A fourth message in 14 days
The contact had three messages in the last 14 days, two from the AI SDR and one from an SDR: a fourth now is not allowed, whoever sends it.
- Needs approval 3.3
A trial extended by 10 days
The AI SDR asks before it extends a trial by 10 days and nobody has approved it: it needs the head of sales’ approval first.
- Not allowed 3.1
A second trial extension
The contact’s trial was extended by 5 days two weeks ago: a second extension now is not allowed.
- Not covered
A 10 % discount
The AI SDR asks before it offers a prospect a 10 % discount: the playbook covers what the team gives a prospect (clause 1.1) but says nothing about discounts, which is for the playbook’s owner to settle.
For builders
One agent, many companies. Each on its own playbook.
Sell your agent to every customer without coding any customer’s rules. Each signs up for its own account, confirms its own playbook and names its own approvers. You connect once.
Connect once
The SDK in the tool that acts, the MCP server or the API, with a key from each customer’s account.
Each customer’s playbook
Its own rules, confirmed by its own owner. Support starts from our template.
Each customer’s people
The approvers a customer names are emailed, and decide signed in.
Each customer’s record
Every action your agent took for a customer, kept in that customer’s own account.
By team
Any team’s playbook, in the shapes the engine checks.
Each rule turns on facts an agent can send: amounts, dates, counts, who asks. Support starts from our template, and outbound is checked above on an invented playbook. For every other team, upload your playbook and confirm the rules Himmel drafts.
Support
The AI assistant refunds up to €30 on its own. A larger refund goes to the team lead.
Who actsA limitIn the template
After 30 days, a refund only in an exceptional case, which the team lead decides.
A date windowA person’s decisionIn the template
A customer who wants to cancel: up to 30 free days first, up to 60 if they say no. More needs the head of retention.
StagesAn approval
Sales
A trial extended once, by at most 14 days.
A count over timeA limitChecked above
Payment terms beyond 30 days need finance. Beyond 60 days, never.
A limitAn approval
Marketing
At most three emails a week to one customer.
A count over time
The agent may schedule posts. Publishing on the main account needs the head of marketing.
Who actsAn approval
Finance and purchasing
A supplier whose bank details changed in the last 30 days is paid only after a named person confirms.
A date windowAn approval
No new software subscription above €500 a month without IT’s approval.
A limitAn approval
People
An offer above the salary band needs the head of HR, and never more than 10 % above it.
A limitAn approval
Engineering
No changes to production during a freeze.
A date window
Access to customer data for at most seven days, and only with a ticket number.
A limit
Legal
A contract longer than 24 months, or with a liability cap above its value, goes to legal.
A limit
Any other team
Upload its playbook as PDF, Word or Markdown. Himmel drafts its rules, and you confirm each one before it runs.
By role
Everyone involved, and what each one does.
Builders
Connect your agent once, and sell it to every company on that company’s own playbook.
Playbook owners
Upload the playbook, confirm each rule in plain words, and see where it and the business disagree. No code.
Approvers
Get an email when a rule names you, and approve or refuse signed in. Never asked twice about one action.
Engineers
Put the check inside the tool that acts: facts in, one of four answers out, a retry answered once.
Leaders
See every agent, who answers for it, where it acts and how each action was answered, on one map.
FAQs
The short answers.
- Which agents can use Himmel?
- Any agent whose tools can call an API: through the SDK in Python or JavaScript, the MCP server, or the API itself.
- Does it connect to our helpdesk or CRM?
- Your agent does. Its own tool asks Himmel before it acts in your helpdesk, CRM or billing, and sends the facts it read there.
- Do we need your template?
- There is one today, for an online shop’s support. For anything else, upload your playbook as PDF, Word or Markdown: Himmel drafts its rules, and you confirm each one.
- What can a rule say?
- What may be done, by whom, how much and how often, on facts an agent can send. Where a rule turns on a judgement, such as whether a case is exceptional, a named person decides.
- Can the agent skip the check?
- Not where the SDK’s check sits inside the tool that acts. Through MCP alone, the model chooses whether to ask.
- Can the agent say someone already approved?
- No. Only what the person decides in Himmel counts: an approval the agent got some other way is never read.
- Can we show an auditor why an agent did something?
- Yes. Every answer is kept with its facts, the rule and its version, the day and who approved it, and an admin downloads the answers as a file. Read again by its check_id, an answer gives the same result.
- Can an answer be changed afterwards?
- Never. A changed rule is a new version, and earlier answers keep citing theirs. When a later action changes an earlier answer, Himmel gives a new one and keeps the old.
- Which countries and currencies?
- Any. Your playbook’s limits are in your own currency, and your answers are kept for as long as your records must be kept.
- Will Himmel tell us what our rules should say?
- No. It checks against the rules your owner confirmed, and never advises: what your playbook says stays yours.
Bring one playbook. See it checked.
Support, outbound or any other team’s: bring the playbook your agents should keep to, and we show you a check from request to receipt.