Introduction: What is Julian and what does he do?
Julian is the AI Agent integrated into the Messaging section of Poleepo , designed to support the management of conversations with customers coming from marketplaces.
When a customer purchases on a marketplace, such as Leroy Merlin, and sends a message to the seller, the conversation is received and managed within Poleepo. Julian can directly intervene in the conversation , depending on the operating mode and configured rules.
Julian can:
respond independently to the customer;
generate suggestions or drafts that the operator can review and approve;
delegate some tasks to the operator , when human intervention is necessary;
remain inactive , when the configured conditions do not allow its intervention;
adapt your responses to the customer's language ;
Use the information in the store's Knowledge Base to provide answers that are consistent with the available information.
Setting up Julian
To access Julian's Configuration, follow the path Messages → Julian Agent
From this section you can configure the different components of the agent's behavior.
The configuration is divided into 7 main sections :
1. Status and activation
To activate Julian go to the " Status and Activation " tab then:
Give the Agent a name
Choose Julian's tone of voice (friendly - professional - friendly - empathetic)
Choose the polite form (Automatic - Formal - Informal)
the length of the answers (Concise - Standard - Detailed)
Click on " save identity ".
At this point, in the same section, some boxes will appear where you can choose Julian's operating modes.
Active - Julian responds autonomously within defined boundaries and permissions.
NB To be able to click and activate this mode, after activating the "suggestions only" option, you will have to have confirmed 10 messages suggested by Julian in a conversation with a customer.
Just suggestions - Julian prepares the drafts, but it is always the operator who sends them.
Paused - Julian is muted, all conversations remain manual.
2. Knowledge base
In this tab, you can build Julian's knowledge base: upload company documents, PDFs, price lists, return policies, FAQs, and any other useful text. Julian will consult this content in real time to provide accurate and relevant answers to your business, without inventing missing information, and will automatically index it.
3. Boundaries and Rules
In this tab, you can define exactly which situations Julian is authorized to act on. You can set rules based on order amount, sales channel, or order status—for example, "only act on orders under €200" or "do not act on Amazon." Outside of these limits, Julian leaves the management to the operator.
Once you have set the rules click on " save rules ".
4. Language
In this tab, you can define exactly which situations Julian is authorized to act on. You can set rules based on order amount, sales channel, or shipping status—for example, "only act on orders under €200" or "do not act on Amazon." Outside of these limits, Julian leaves the management to the operator.
There's no need to set anything up: Julian automatically recognizes the language the customer uses in the chat and always responds in the same language , maintaining the configured tone and style. If the customer changes languages during the conversation, Julian also adapts accordingly.
5. Permissions Matrix
In this tab, you'll find a matrix of the tasks Julian can perform. For each type of task—such as generating an invoice, responding to a return request, or sending a shipping update—you can choose whether Julian should act independently, submit a draft for approval, or delegate the task to the operator.
If you receive an invoice request from an end customer, for example,
Julian will request your intervention and you can choose whether the task has been completed if successful, if the request is ineligible , or if the conversation has been accepted.
6. Scheduling
In this tab you can define the hours in which Julian is operational.
You can choose to keep it always active or set up a weekly schedule with different time slots for each day. Outside of these times, Julian automatically behaves as if he were on pause: conversations remain manual.
7. Test Chat
In this tab, you can simulate a real conversation with Julian, choosing a real order as the context. You'll see exactly how Julian would respond to your customers—with the tone, style, and limits you've configured—before even putting it into action. It's the fastest way to validate your configuration without risk.
You can choose a test chat and select one of the questions at the top - simulations of what the end customer might write:
Depending on the configuration you have given to Julian, you will be able to see his response (in this case it could be automatic or it will need your approval if you have set "suggestions only" in the initial configuration).
In summary
Julian allows you to integrate AI directly into marketplace conversation management, offering different levels of automation.
You can choose whether Julian should:
Respond independently - Suggest - Pause and define where, when and how to intervene.
Thanks to the configuration of the operating mode, the Knowledge Base, the intervention rules, the scheduling and the permission matrix, you can adapt Julian's behavior to the needs of your business, always maintaining the option of involving a human operator when necessary.
Plus, you can test Julian's responses in test chats before using him to respond to your customers.