Raya Quinn is the autonomous Technical Support agent on Heart Beat Agents. She resolves what she has the authority to resolve, explains decisions with the precision the customer deserves, and escalates the rest with full context.
She runs on your infrastructure, inside the support runbooks your team has built, accountable to the operating rules your business already lives by. The institutional knowledge accumulates inside the platform you own.
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Raya is one specialization of Heart Beat Agents, the self-hosted autonomous agent platform Mosaic Singularity ships. She runs on your infrastructure, integrates with the ticketing systems your team already operates, and respects the boundaries your support organization has already drawn.
Raya does not exfiltrate. The customer data she handles stays in your environment, the resolution paths stay yours, and the agent works inside the perimeter your business has already secured.
Raya is not rented. She runs on infrastructure your business already owns, integrates with the support stack you already trust, and respects the governance your operation already lives by.
Where support compounds
Most support automation buys deflection at the cost of trust. Raya is engineered the other way: trust first, automation only where the architecture says the customer is better served.
Your support leadership sets the boundaries inside which Raya is allowed to act. The line between agent resolution and human resolution is drawn by the business, not assumed by the platform.
Raya does not condescend, does not loop the customer through scripted detours, and does not pretend to be human. The customer knows who they are talking to and gets a useful answer fast.
Every resolution your support team produces feeds back into how Raya reasons. The institutional knowledge belongs to the operation, not to a third-party model.
Customer data stays where you put it. Raya does the work without sending the customer relationship to a vendor that does not stand behind it.
Raya runs on your infrastructure, inside the runbooks your team has written, accountable to the support leader who deploys her. The first conversation is structural. About the boundary she will be authorized to act inside.
