How do I do this specific thing?
The documentation answers it. Nobody finds the right page.
For saas & software
Scale support without scaling the team
Support headcount grows with users unless something absorbs tier one, and that something has to be accurate or it just adds a step before the human.
A queue that grows linearly with signups.
- 8 of 12 jobs on support finish without a person
- Seven days without a card
- Full refund on any plan, 30 days
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Does the API let me bulk update records? Docs are ambiguous.
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Yes, PATCH on the collection endpoint takes up to 500 in one call. The rate limit is 100 requests a minute on your plan. Here is the page.
cited the API reference -
I get a 422 with what looks like a valid payload
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That is beyond what I can diagnose from here. I am opening a ticket with your payload, the endpoint and your plan attached so support does not have to ask for it. You should hear back in the morning.
stopped guessing and escalated with the detail
Recognise these
The questions you actually get
Not a category list. These are the messages that arrive, and the reason each one is harder than it looks.
Does it integrate with what we already run?
A pre-sales question that decides the trial, asked constantly.
What is the difference between these plans?
The comparison that stalls an upgrade.
Is my data safe, and where does it live?
Security review, arriving early and from every serious buyer.
Why is this not working?
Sometimes documentation, sometimes a real bug. Telling them apart is the job.
Can I get an invoice or change my plan?
Billing admin. High volume, zero judgement required.
Is this a bug or am I doing it wrong?
The one that has to reach an engineer with the details already attached.
The timing problem
They arrive when you are least able to answer
- The first week of a trial
The questions that decide whether a trial converts arrive before anyone has been assigned to the account.
Nobody free - Every time zone
A global product gets support questions around the clock and a small team does not.
Nobody free - After a release
The same handful of questions, hundreds of times, from people who did not read the changelog.
Nobody free - Renewal
The account that quietly stopped asking questions is the one about to leave.
What it does about it 01 02 03 04
Built around how saas & software actually work
Documentation that answers back
Your docs, changelog and help centre become answers to the question as it was asked, with the page cited so the customer can go deeper.
Shows where the answer came fromDeflection with an honest edge
It resolves what it can and escalates what it cannot, rather than paraphrasing the same page three times. The second behaviour is what makes customers hate support bots.
Hands over to a personA ticket an engineer can act on
When it does escalate, the version, the steps and what the customer already tried are attached, so the first reply is not a request for information.
Opens a ticketPre-sales questions answered at the moment of doubt
Integrations, limits and security, answered during the trial rather than in a reply two days later when the evaluation has moved on.
Captures the enquiry Before the capability Never Never Never
What it will not do, and why
Every trade has a line an agent must not cross, and the reason is usually law, insurance or a licence rather than good manners. This is configured before anything else.
Guess at a bug
A confident wrong answer about a technical fault costs more than no answer. It escalates with the detail attached instead.
Answer a security questionnaire on your behalf
Those answers are commitments. It points at what you publish and routes the rest to the people who sign them off.
Change a plan or issue a refund
Money and entitlements stay with you. It gathers what is needed so the action takes seconds.
What changes
What comes off support
Every row is a job somebody does today. The bar is counted from the rows, so it says exactly as much as the table does and no more.
8of 12 finish without a person
- 8 end to end
- 1 drafted, signed off
- 3 kept with a person
- Answer how-to questions from the documentation Agent, end to end
- Answer which integrations exist and what they do Agent, end to end
- Explain the difference between plans and limits Agent, end to end
- Point at published security and data-residency information Agent, end to end
- Answer billing admin questions Agent, end to end
- Triage whether something is a bug or a misunderstanding Agent, end to end
- Open a ticket with the version, steps and payload attached Agent, end to end
- Answer trial questions in the first week Agent, end to end
- Draft the reply for a complex ticket Agent drafts, person signs off
- Diagnose and fix the bug Stays with a person
- Sign off a security questionnaire Stays with a person
- Change a plan, refund, or negotiate a renewal Stays with a person
Where it answers
One agent, the channels you already use
- Website widgetIn the product and on the docs, where the question forms.
- EmailThe support address, triaged before a person opens it.
- LinkedIn PageWhere pre-sales questions arrive from buyers.
- WhatsAppFor customers in markets where that is how business is done.
What it plugs into
Connected to what you already run
- Website widgetIn-app and on the documentation.
- EmailTriage on the support inbox.
- WebhooksPush tickets into the tracker your engineers already live in.
- StripeSo billing questions can be answered against what actually happened.
Everything listed is live today. See the full list.
Live agents
Not in your trade yet, and you can still try one
We would rather say so than borrow a customer from a different trade. These are live and you can talk to any of them right now, then judge whether the same thing would answer your enquiries.
See the live agents→ The setup for this job
Support Agent is this agent, configured
Your CX Agent, set up to deflect and escalate.
An AI support agent trained on your own content that answers the repeated questions with citations and hands the rest to a person with the full transcript.
See Support Agent→What it can do for you
Each of these is something a customer of yours gets, rather than a feature you switch on. Where it comes from is marked, so you can see what arrives with the agent and what needs a channel or your store connected.
Comes with your agent
- Opens a ticket
submit_ticketTool call Called when the agent cannot resolve something. It attaches the transcript and the detail already gathered, so nobody has to ask again. Escalates with the detail already attached, so the first reply is not a request for more information. - Hands over to a person
handoff_humanTool call Called when a person is needed, by rule or by judgement. It passes the whole thread across rather than a notification. Passes the whole thread across, so the customer never has to explain themselves twice. - Shows where the answer came from
retrievalBuilt in Every answer is drawn from your own content and carries the page it came from, which is what makes grounding checkable rather than claimed. Every answer names the page behind it, so you can check it and so can your customer. - Captures the enquiry
lead_captureTool call Called when intent appears. It records who asked, what they wanted and how ready they are, while the conversation is still open. Records who asked, what they wanted and how ready they are, while the interest is still warm.
Other trades running this
Before you commit
What people in your trade ask us
How is this different from the support bot we already tried?
The one you tried almost certainly paraphrased a help page and would not admit when it was stuck. This cites the page it used, and escalates with the detail attached instead of trying a third rewording.
Our docs are large and change weekly.
Good. Size is where retrieval wins, and re-reading on a schedule is the point. Publishing an update updates the answers.
Will it invent an API parameter?
It answers from your documentation and cites it. A question the docs do not cover becomes an escalation, not an invention. Grounding is checkable in every conversation.
Can it help before the sale as well as after?
That tends to be where it pays first. Integration, limit and security questions during a trial are the ones that decide whether the trial converts.
Does it work inside our product, not just the marketing site?
Yes. It is the same agent wherever you put the widget, with the same knowledge.
Start with your own website
Paste your URL and OU Chat trains on your own pages, so the first answers it gives are about your business rather than a template. Seven days without a card, $29/mo after that, and a full refund on any plan within 30 days if it is not right.
Build your agent→