Solutions by industry / SaaS
AI support for SaaS teams that cannot staff a queue around the clock
SaaS support has a specific shape. Most of the volume is how-to and setup questions with answers that already exist in your docs, interrupted by a small number of bugs, billing disputes, and account changes that need a person. The first group is tedious for humans and ideal for a grounded agent. The second group needs to reach a person fast, with the story already told.
SupportHQ is built for that split: an agent that answers from your docs, decides on its own when to escalate, and a unified inbox where founders, engineers, and support all work without paying per seat.
What SaaS support teams run into
- Trial users ask the same setup questions at every hour, and slow answers cost conversions.
- Engineers get pulled into support for questions the docs already answer.
- Per-seat help desk pricing keeps the people who can actually fix things out of the inbox.
- Docs drift after every release, and support answers drift with them.
Questions the agent answers on its own
From your approved content, in the customer's language, at any hour.
- "How do I connect my domain?"
- "Does the Starter plan include API access?"
- "Can I invite a teammate as read-only?"
- "Why is my webhook returning 401?"
- "How do I export my data before I cancel?"
- "What is the difference between the monthly and annual plan?"
- "Do you support SSO?"
When it hands off to your team
With its own reason, an urgency, and a summary. Your team is notified by email, Telegram, or SMS.
- A user reports a bug with steps to reproduce: escalate with the summary so an engineer picks it up.
- A billing dispute or a refund request: the agent explains the policy, then hands off for the action.
- An account change (transfer ownership, delete workspace): always a person.
- A prospect asks about a security questionnaire: escalate to whoever owns security answers.
What to load into the knowledge base
- Public documentation site (synced by URL)
- Changelog and release notes
- Pricing and plan comparison page
- Internal support macros and canned replies
- Past conversations your team answered, turned into articles
Channels
Website widget on the marketing site and inside the app, plus Discord or Telegram if you run a community for users. Same agent, same knowledge base, one inbox.
Setup, in practice
Sync your docs site and pricing page first, then add release notes. Set the agent role to support and write three escalation rules: bugs, billing outcomes, account changes. Put the widget on the marketing site and inside the app. Most SaaS teams are live the same day.
FAQ
Can the agent look up a user's account?
No. It answers from your knowledge base and does not query your database. For anything that depends on account state it asks for the details it needs and hands off to your team with a summary. You can pass metadata (plan, user ID) from the widget so your team has context.
How does it handle questions about a feature we shipped yesterday?
It answers from the content you have approved. Add the release note or update the doc and every channel answers from the new version. Insights show unanswered questions, so a new feature that customers ask about before the docs catch up shows up as a gap.
We have engineers doing support. Does every one need a seat?
No. SupportHQ has no per-seat pricing. Add the whole team to the inbox on the $29 Starter plan.
Does it work inside the app, not just on the marketing site?
Yes. The widget is a script tag, so it runs on any page you control, including the logged-in app. Next.js and React snippets are generated in the dashboard.