CustomerReplies
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Use case

An AI first line for SaaS support

CustomerReplies answers your users' how-to and billing questions from your docs, with a link to the page it used. It can check Stripe invoices and subscriptions, and it hands real problems to your team with the full chat. It says 'I don't know' instead of making things up.

Last updated by Venu Gopal Reddy Muvva, Founder, Surge Software Solutions

Who this is for

This is for SaaS founders and support leads. Your team answers the same setup and billing questions every day, and the answers are already in your docs. You have tried chatbots that made things up and left customers angrier. You want an AI first line that sticks to your docs and passes bugs, outages and angry users to a person with all the context.

How to do it in CustomerReplies

  1. Sign in and add your docs site. Sign in at /sign-in with an email code. In onboarding, type your website or docs address. You can choose which paths to crawl later.
  2. Add more sources. On the Sources page, add files, public Notion pages or Google Docs. Set re-sync to daily or weekly.
  3. Write test questions. In the Playground, ask real support questions. Save test questions with must-have facts and re-run them after changes.
  4. Connect Stripe under Actions. Turn on the Stripe action so the agent can check invoices and subscription status.
  5. Set hand-off rules. On the Hand-off page, choose when a person takes over, set office hours and pick Telegram or email alerts.
  6. Go live. Paste the script tag from the Widget page into your app or site. You can also connect Slack or email on the Channels page.

Answers you can trust

Strict mode answers only from your sources. Citations show where each answer came from. The link guard removes links that are not in your sources, so the agent can't send users to a made-up page.

When the agent gets something wrong, correct it once. You can also run A/B tests of the agent's instructions and build procedures for steps like plan changes.

Hand-off with context

Your team sees the full chat in the shared inbox, so users don't repeat themselves. Use roles, routing rules, round-robin and response targets with an Overdue filter to share the work.

Analytics shows an honest resolution rate and an answer-gap report. It lists questions the agent couldn't answer and drafts an answer for you to check.

What you pay

The first 3 months are free. After that you pay only for what you use, at our cost — no markup. Monthly plans are coming soon.

When CustomerReplies is not the right tool

CustomerReplies is not the right tool if you already run Intercom's helpdesk and want AI inside it; Intercom Fin may suit you better. It is not a full ticketing system. Creating tickets in Zendesk, Freshdesk, HubSpot or Intercom is in Beta, and so are Zendesk, Freshdesk and Confluence help centres as sources. Single sign-on is in Beta too. Answers are in English only.

Questions

Can it check a customer's subscription?

Yes. With the Stripe action on, it can check invoices and subscription status.

Can it read our Zendesk help centre?

That is in Beta. Today the most reliable way is to crawl your public help pages as a website.

Can we use it from our own code?

Yes. There is a REST API and signed webhooks. See the API docs.

How much does it cost?

The first 3 months are free. After that you pay only for what you use, at our cost — no markup. Monthly plans are coming soon.

Related

Start free — 3 months on usNo card. Then pay only for what you use.