AI customer support. Drafted answers, human send.
Repeat questions arrive with a drafted answer and its source attached. A person on your team sends it, and spends the day on the cases that need them.
On requestBuilt for your company by the Unistaff team. The role that runs in the product today is the AI inbound sales manager.
What it does
Answers from your docs
Drafts the reply to a repeat question out of your help pages and past resolutions, with the passage it used attached.
Honest escalation
Anything outside the material it was given goes to a person with the thread and the reason attached, and the draft says why it stopped.
Checkable drafts
Every draft carries its source, so an agent can verify the answer in seconds instead of rereading the documentation.
Night shift
A ticket that arrives at 3 a.m. is read and drafted on the same schedule as one that arrives at noon.
How it works
Receive
A ticket arrives through the form and lands as one record.
Draft
The answer is written from your knowledge base, source attached.
Send
An agent checks the draft against the source and sends it.
Improve
Edge cases go back into the knowledge items the role reads.
What exists today
- On request
Drafts from your docs
Your help pages and past answers become the material; every draft carries its source and a person sends it.
- Live
Questions before the sale
Pre-sale questions on web chat and email are answered today by the AI inbound sales manager, from your knowledge folder.
- On request
Helpdesk connection
None ships today. A setup can build one against your helpdesk; until then tickets arrive through a form on your site.
- Planned
Telegram, WhatsApp, Instagram
On the roadmap for the same cabinet and the same handover rules.
What the first month looks like
Week one is shadow mode: the assistant drafts, an agent checks every answer against its source, and you get a real accuracy number from your own tickets. That number decides how much of the queue moves to drafts.
By week four, the human team is focused on complex cases, escalations, and relationship recovery — the work that actually drives loyalty.
Evidence · AI support
What it is built on
The pieces of the platform this role is built on, each marked with the site's three words: Live works in the product today, On request is built with you during a setup, Planned is on the roadmap.
Live
A support form on your site posts straight into one record
The intake endpoint runs in production on our own sites today. It caps the request body before parsing it, absorbs bot submissions without writing anything, and stores the ticket in Postgres. A request that fails validation gets a reason back instead of a silent success. For your site, the form is connected during an on-request setup.
On request
Answers are written from your material and sent by a person
Knowledge items are stored per brand and read into the prompt on every run, so two answers a month apart cite the same facts. When the material does not cover the question, the role says so in its own output instead of inventing a plausible policy.
On request
A helpdesk connection is built during the setup
Zendesk, Intercom, Freshdesk and the rest are integrations we build against your account during a deployment. We name what we have built and leave the logo wall to someone else.
The gates behind the drafts — approvals, spend caps, the kill switch — are listed on the product page.
Frequently asked questions
Today a person reads and sends every answer, so what reaches the customer is your team writing with a head start. When a role starts replying directly, disclosure goes in the reply template and we set that up with you.
Your help center, PDFs and past tickets become knowledge items the role reads on every run, which takes an afternoon to load. Week one runs in shadow mode so you can measure how often the draft is right before anything depends on it.
Actions that move money or records sit behind the approval gate, and an action the rulebook has never seen counts as needing approval too. By default the role drafts, triages and escalates.
None out of the box today. Tickets come in through a form that posts to our lead endpoint, and a helpdesk connection is scoped and built as part of a deployment.
The agent sees the thread, what the assistant already drafted, and the reason it stopped. The customer never has to repeat themselves.
First-contact resolution, average handle time, satisfaction, and the share of tickets where the draft went out unedited. Every run is journaled with its outcome, so the last of those is a count you can pull.
Yes. The rate is per employee per month, with no overtime and no shift premium. Overnight tickets are read and drafted on the same schedule as daytime ones; sending still waits for whoever is on shift.