On-Brand Automation

Automate support while staying consistent, safe, and on-brand.

SupportHQ helps your agent respond in your tone and follow guardrails. When it can't resolve safely, it escalates to your team, so customers always get the right answer.

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Guardrails

Keep responses consistent with your policies.

On-brand tone

Configure how your agent communicates.

Grounded answers

Responses reference your knowledge base.

Human escalation

The agent escalates when human judgment is required.

Consistency customers can feel

Support automation doesn't help if answers are off-brand or inaccurate. SupportHQ is designed to keep your agent grounded in your content and aligned with your communication style.

Where teams start

Common FAQs and onboarding questions
Policy and billing explanations
Support "how to" content
Escalation rules for complex cases

How it works

On-brand automation, start to finish

A simple process.

1) Define tone and rules

Configure how the agent should respond.

2) Train on your content

Use your knowledge base so answers stay accurate.

3) Automate with safe handoff

Resolve routinely, escalate safely when needed.

In depth

How the agent stays on brand without prompt engineering

Roles, tone, per-channel rules, and built-in guardrails. You describe the behavior in plain English.

Pick a role, then shape the voice

Start from a role: support agent, sales agent, onboarding agent, or internal helpdesk agent. SupportHQ shapes the persona, tone, and escalation rules around it. Then adjust the voice to match how your team writes, from formal to friendly.

Tune how hard the agent reasons per project, from fast replies to careful ones on the questions that matter most.

Grounded by default

The agent answers only from content you approved. Guardrails against making things up and against prompt injection (attempts to talk the agent out of its instructions, or into revealing them) ship with the platform. You do not write or maintain those guardrails.

Every reply is auditable. The exact instructions behind each answer are stored, so if something looks off you can see exactly what the agent was told. More on grounding in your knowledge base.

Rules per channel, in plain English

A website widget is one-to-one, so the agent should answer. A Discord server or Telegram group is not, so it should stay quiet until it is being asked. Write those rules in plain English, per channel: reply when mentioned, reply to product questions, ignore general chat.

Read when your AI agent should stay quiet for rules that work in real communities.

Escalation is part of being on brand

Staying on brand includes knowing what not to say. When a question is out of scope, sensitive, or beyond the knowledge base, the agent says so and brings in a person, with a written reason and summary. It never improvises a policy.

The moment a teammate replies, the agent steps back on that thread. See human handoff.

FAQ

How do I control the agent's tone?

Pick an agent role (support, sales, onboarding, internal helpdesk) and adjust the persona and voice. You describe how you want it to sound in plain English. No prompt engineering.

Will the agent say something that is not in our docs?

No. It answers only from approved content, and guardrails against making things up ship with the platform. When it does not know, it says so and escalates.

What about people trying to trick the agent?

Prompt-injection defense is built in. The agent is built to resist attempts to talk it out of its instructions or into revealing them.

Can I set different behavior for Discord and my website?

Yes. Rules are written per channel in plain English, so the agent can answer everything on your site but stay quiet in a Discord server until it is mentioned or asked a product question.

Can I see why the agent said something?

Yes. The exact instructions behind each answer are stored, so every reply is auditable.

Does it handle languages other than English?

Yes. It replies in the customer's language automatically while keeping the tone and rules you set.

Is any of this extra cost?

No. Roles, tone control, per-channel rules, and guardrails are included in every plan. Starter is $29 per month.