Mako Engine
The brain that runs the conversation,
not just the chat.
Mako connects to the systems your team already uses, understands what is actually happening in each conversation, decides what should happen next, and hands that intelligence back to your CRM.
It is not a chatbot bolted onto your inbox. It is a decision layer that knows the state of the deal, loads the right expertise for the moment, and works inside controls you set.
- 150,000+
- conversations handled
- 56%
- response rate
- under 1 min
- average response time
- 46,000+
- documents collected
Figures reflect historical production usage across prior deployments. They describe what the engine has done, not a forecast of any individual result.
What makes it different
Most AI answers a message. Mako decides what should happen.
The difference is the order of operations. A chatbot goes message in, model out. Mako works out the situation first, then speaks — and only if it is allowed to.
| A typical CRM chatbot | Mako Engine |
|---|---|
| Answers whatever is asked | Understands the state of the deal first |
| One generic script for every business | A business identity plus the job it is doing |
| Whatever the model decides to say | Structural safety and authority layers |
| Forgets between conversations | Structured memory it can act on |
| Sends on its own by default | Cannot send until you allow it |
| A chat transcript | Structured actions and an audit trail |
How it works
Decide, then say.
Every inbound message runs the same path. Nothing skips it, and no configuration removes a step.
- 01
Observe
Reads the message and the full context your CRM already holds about this person.
- 02
Understand
Works out what they mean, what is known, what is missing, and where the deal actually stands.
- 03
Decide
Chooses the next move and which specialist should handle it — or that a human should.
- 04
Act
Produces a reply, extracted facts, tasks and alerts. Sending is a separate permission.
- 05
Learn
Your team's corrections become worked examples. Safety rules are excluded from that loop.
The decision happens before the sentence does. That is what stops it talking its way into a promise it was never allowed to make.
Architecture
Universal engine. Your identity. The job at hand.
The parts that keep you safe are the parts nobody can edit — including us, from a settings screen.
Turn context
What is happening right now: this customer, this thread, this stage, this message.
Pushed by your CRM on every turn
The job
What Mako is doing in this conversation — responding to a new lead, recovering a missed call, collecting documents, re-engaging a dormant record.
Configured per campaign
Business identity
Who Mako is for you: your name, voice, locations, contacts, policies and operating rules.
Yours, editable any time
The universal engine
Conversation psychology, compliance screening, deal-integrity checks and the state machine.
Identical for everyone. Not editable from config.
Who am I, versus what am I doing
Change it once, everywhere
Specialists
The finance conversation is not the same job as the delivery conversation.
A single giant prompt gets vaguer the more you ask of it. Mako loads the expertise the current moment calls for, and nothing else.
Lead intake and qualification
Works out who this is, what they want, and what is still missing before anyone's time is spent.
Product and inventory questions
Answers what is actually being asked about a vehicle or a service without inventing specifics.
Finance conversations
Handles the money conversation carefully, and knows which numbers are never its to give.
Trade and appraisal
Gathers what an appraisal needs without promising a figure the desk has not agreed to.
Document collection
The part that stalls deals for days. Asks clearly, follows up, and stops when it has what it needs.
Follow-up and delivery
Keeps the thread alive after the agreement, through the steps that actually close it out.
Control
It cannot contact anyone until you say so.
Installing Mako does not grant it permission to talk to your customers. That is a separate, deliberate decision, and the default is the cautious one.
Draft mode
AvailableThe default
Mako reads, thinks, and prepares the reply. A person on your team reviews and sends. You get the speed of an answer that is already written, with none of the exposure of an AI talking to your customers unsupervised.
Send mode
AvailableWhen you decide
Replies go out automatically, inside every control described here. You turn this on deliberately, per account, and you can turn it back off the same way. Consent, opt-out and quiet hours stay enforced by the system that owns the customer record.
Most operators start in draft mode and stay there until the drafts stop needing edits. That is the intended path, not a trial limitation.
Safety
The important rules are not written in a prompt.
Prompts can be argued with. A customer can push, and a badly worded setting can undermine one. The controls that matter sit outside ordinary conversational instructions.
Compliance screening on output
AvailableReplies are screened before they leave the system, and the check fails closed — if it cannot run, the message does not go. Public channels carry stricter rules than a consented thread.
Deal integrity checks
AvailableInformation from different sources is compared and conflicts are surfaced with a severity, so material issues reach a person instead of passing quietly. People make the judgment.
Protected learning
AvailableThe learning loop can improve tone, phrasing and objection handling. It has no path to compliance rules or authority settings, so the system cannot learn its way out of them.
CRM-independent
Your CRM keeps the record. Mako provides the intelligence.
Mako is not a CRM and will not ask you to replace one. It connects to the system your team already lives in and gives it back something it cannot produce on its own.
- 01
Your system
A message arrives in the CRM or channel you already use.
- 02
Context out
That system pushes the conversation and what it knows.
- 03
Mako decides
State, specialist, safety checks, next best action.
- 04
Structure back
Reply, extracted facts, qualification, tasks, alerts.
- 05
Your system acts
It stays the system of record. Nothing is migrated.
Nothing is synced, and that is deliberate
Use cases
One engine. Many jobs.
The same brain, pointed at a different job. This is why Mako is not ten separate products.
New lead response
Answer every inbound in under a minute, at any hour, before interest decays.
Database revival
Work the records you already paid for — the ones nobody had time to get back to.
Appointment setting
Turn a useful conversation into a booked, confirmed time on the calendar.
Missed call recovery
A missed call becomes a conversation instead of a voicemail nobody returns.
Document collection
The chase that stalls deals for days, handled without a human asking a fourth time.
Qualification
Find out what is actually true before a person spends an hour on it.
Marketplace conversations
Public listing threads, under the narrower rules a public channel requires.
Recruiting
Candidate engagement using the same engine, with fairness guardrails written in.
Follow-up
The attempts your team runs out of time for are the attempts that close deals.
Industries
Automotive is where it is proven. It is not where it ends.
The engine is general. What changes per industry is a configuration layer, not a rewrite — which is why a new lane is a conversation rather than a rebuild.
Automotive retail and special finance
AvailableThe flagship. Franchise showroom, luxury, independent used and special finance each run as their own conversational lane with their own rules about what may be discussed.
Recruiting and talent
AvailableThe first non-automotive lane: candidate engagement with bias guardrails and hard limits built into the conversation itself.
If your industry is not listed, the honest answer is that it is a configuration exercise and a conversation about your rules — not a promise that it already exists.
Your CRM already knows who the customer is.
Mako helps it know what to do next.