Support desk · part of the Kipwise Agent
An AI customer support agent that answers from your help center
A chat widget for your site answers from your public help center, with the page it used. When a visitor asks for a person, the conversation lands in Slack with a reply already drafted. Nothing a customer can see goes out until you approve it.
Comes with the Kipwise Agent. We set up your inbox with you on a 20-minute call.
New chat from the website: Acme wants to talk to someone.
I drafted a reply from the refund policy. Nothing goes to the customer until you approve it.
Reply to Acme with the refund policy and offer a credit instead?
Reply to Acme with the refund policy and offer a credit instead?
✓ Approved by Gus FerreiraSent. Acme sees it in the chat window.
Sample conversation and sample data
One thread instead of four tabs
Without it, a support answer is a hunt: the message, the policy, the billing page, then a paste. With the agent the same question is answered in the thread, with its source.
Without the agent
Read the customer's message. Find the policy. Copy the answer. Paste it into the reply. Check it is still right.
With the agent, in the thread
Sample data
Answer the customer
Day 40, and the customer wants a refund
Ask in Slack what to tell the customer. The agent reads the conversation and your policy and drafts an internal note, and it says plainly that nothing was sent.
Sending a reply a customer can see is a separate step. It shows the sentence it will send on an Approve card, and only the person who asked can press it.
- Reads never ask. Sends always do.
- The card is plain words: no ids, no keys.
- A denied or expired card sends nothing.
@Kipwise this customer wants a refund on day 40, what do we tell them?
Here is a draft internal note for the conversation:
Day 40 is past the 30-day window in Refund policy. Gus owns exceptions; suggest a credit instead.
Good. Reply to the customer with the credit.
Send this reply to Acme: “We can offer a credit instead of a refund.”?
Send this reply to Acme: “We can offer a credit instead of a refund.”?
✓ Approved by Hollie BrandtSample data
How a question moves through AI customer service
The help center your team already keeps is the first line of support.
Ask
Visitors ask on your site
The widget loads from one script tag. Visitors can search your public help center before they write, and attach files.
Answer
The help center answers first
The AI reads your public help center and replies with the page it used. If the sources do not support an answer, or the visitor asks for a person, it hands off once.
Resolve
Your team takes over in Slack
The conversation arrives in your shared inbox and in the Slack channel you chose, with a reply drafted. Assign it, add a note, or turn it into a ticket.
What is in it
- Visitor messenger
- One script tag puts a chat widget on your site. Visitors search your public help center, start a conversation, attach files, and see replies in the same window, in English, German or Japanese.
- AI answers
- A visitor’s message is answered from your public help center, with the source shown. “That helped” closes it. “Talk to a person”, or an answer the sources do not support, hands the conversation to your team once.
- Conversations
- Open, snoozed and closed, reopened when the customer replies. Assign to a teammate or a team, set priority, add tags and team-only notes, reply from saved replies, and collect a rating when it closes.
- Tickets
- Turn a conversation into a ticket. Customer tickets are visible to the visitor who filed them; Back-office and Tracker tickets are for your team, and a Tracker can link to the customer tickets it covers.
- Contacts and companies
- Users and leads with custom attributes, tags and notes; companies; search, merge and archive. Visitors can be identified with a signed hash, so a stranger cannot pose as a known user.
- Reporting and data
- Metrics, conversation export, an audit log of settings and key changes, and GDPR export and delete for a contact. Content and attachments are purged 24 months after the last message.
- Safe by default
- Attachments are malware-scanned and cannot be downloaded until they pass.
The web app has a Support section too
Work customer conversations and internal requests in the browser as well as from Slack.
Customer inbox
Conversations in the browser
Reply, add a note, use a saved reply, assign, snooze, close, set a priority or tags, and turn a conversation into a ticket.
Request desk
Internal requests, triaged on the web
Triage, claim, reply and handle approvals, with links to Jira and Linear issues. Since 28 October, any desk member can mark a request as spam and an admin can delete one for good. In Slack, each asks for an Approve card first.
Insights
Insights on the request desk
Admins can export them.
Email stays in the same conversation
Forward your support address to a Kipwise address. Customers and teammates reply by email, and every reply stays in one conversation. We switch email on with you at setup.
Price
Included with the Kipwise Agent
There is no separate price. The Kipwise Agent is $10 per user a month, at least 3 users. AI answers to visitors use your team’s agent credit, the same $1-a-credit balance, so a heavy day of questions draws on it.
Questions
What is an AI customer support agent?
A chat widget that answers a visitor’s question from your public help center, shows the page it used, and hands the conversation to a person when the sources do not support an answer or the visitor asks for one. Kipwise’s agent also drafts the reply your team sends, and waits for an Approve.
How does AI in customer support work here?
The visitor asks in the widget on your site. The AI reads your public help center, and a docs site you have connected, and replies with the page it used. If it cannot answer, or the visitor says “Talk to a person”, it hands off once and your team is notified once. The conversation then lands in your shared inbox and your team can work it from Slack by asking the Kipwise Agent.
Does the AI answer customers directly?
Only from your public help center, with the source shown. It does not read your private pages. Anything else, such as a reply from your team, waits for an Approve card that only the person who asked can press.
Who is it for?
Teams that want a chat widget, a shared inbox and tickets that answer from their own public help center. Kipwise built it for its own support desk. It comes with the Kipwise Agent, and we set it up with you on a 20-minute call.
Does it replace Intercom or Zendesk?
It covers the parts Kipwise used Intercom for: messenger, inbox, tickets, contacts, email and AI answers. Moving from Intercom? The agent can also read your existing Zendesk or Intercom and reply there; a reply a customer can see waits for an Approve card. Kipwise Agent is listed on the Zendesk Marketplace and the Intercom App Store.
Can my team reply from email?
Yes. Forward your support address to a Kipwise address. Customers and teammates reply by email, and the replies stay in one conversation. Your team can also work conversations from Slack by asking the Kipwise Agent.
What happens to the data?
Conversation content and attachments are purged 24 months after the last message. A GDPR export and delete exist for each contact, and an audit log records settings changes.
What does it cost?
Nothing extra. It comes with the Kipwise Agent at $10 per user a month, at least 3 users. AI answers to visitors use your team’s agent credit.
How do I make sure the AI only suggests approved answers?
Visitor answers come only from your public help center, so the pages you publish are the pages it can use, and each answer shows the page it came from. If the sources do not support an answer, it hands the conversation to a person instead of guessing. A reply from your team waits for an Approve card.
Can AI replace customer service?
It takes the repeat questions your help center already answers, and hands over to a person when the visitor asks for one or the sources do not cover the question. Your team keeps the conversations that need judgment, such as a refund on day 40.
Can AI handle complex customer questions?
It answers what your help center covers. A question it cannot support from those pages goes to your team once, with the conversation in your shared inbox and in Slack and a reply drafted.
How can AI improve customer service?
AI for customer service works best when visitors get an answer with its source straight away and your team starts from a drafted reply instead of a blank box. Every conversation, ticket and rating sits in one inbox.
What is the best AI customer service agent for a small team?
One that answers only from pages you control, shows its source, and stops for your approval before anything a customer can see goes out. That is how this one works, and it is included with the Kipwise Agent rather than priced as a separate desk.