Giving teams clearer control over AI-powered customer conversations.
Brandwise needed automation to work across social comments, direct messages, email and live chat without making teams surrender control. I designed a shared system of defaults, channel-specific rules and visible actions so brands could decide when AI should draft, reply, assign or escalate.
Live product · brandwise.ai- Role
- Product designer at Baked Design Studio
- Contribution
- Automation architecture, UX/UI and onboarding direction
01 / Shared foundation
Start with defaults teams can understand and trust.
The global layer establishes predictable behaviour before individual workflows are configured. I organised confidence fallbacks, reply delays, business-hour controls and conflict handling into one settings model, reducing the need to repeat the same decisions for every channel.
02 / Social automation
Make powerful workflows readable before they are activated.
Comment and DM automation combine Smart Labels with actions such as drafting, replying, liking, assigning, hiding and blocking. I designed the hierarchy to show the active rule, available actions and empty states clearly, helping teams understand what the system will do before they switch it on.
03 / Cross-channel system
Use one mental model across every customer channel.
Email and live chat have different operating needs, but they should not feel like separate products. I carried the same configuration logic across both surfaces while allowing each channel to expose the controls and safeguards relevant to its workflow.
04 / Onboarding direction
Teach the product while helping each brand configure it.
The client brief called for a reusable, chat-led setup experience rather than a static form. I translated the requirements into a progressive flow that could show completion, communicate background imports and let teams defer optional work without losing their place.
- Brand and website learning
- Channel and Shopify connections
- Tone, Smart Labels and reply training
- Automation confidence and plan selection
The result
A scalable automation model built around clarity, control and safe adoption.
The work brought shared defaults, channel-specific workflows and guided onboarding into one coherent product direction. It gave Brandwise a structure that could support more channels and automation types without forcing teams to relearn the product each time.