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Support Engine

A triage agent that reads every incoming support message, drafts the reply, and queues it for your one-click send.

Configure this in the Control Centre

Replaces

A tier-1 support inbox jockey.

Price band

from A$650 → A$4,500

scoped in the Control Centre

Typical timeline

2–4 weeks

Stack tier

AI Agent · Workflow Automation

A triage agent that reads every incoming support message, drafts the reply, and queues it for your one-click send.

The work it retires

Tier-1 support: the person who reads the ticket, looks up the answer, writes the reply and tags the issue. The Support Engine drafts everything; a human still sends.

Inputs

  • Your support inbox(es) and channels (email, Intercom, Zendesk, Help Scout, web chat, Instagram/FB DMs where permitted).
  • Your help docs, FAQs, refund policy, shipping policy, and any past resolved tickets you want used as reference.
  • Your tagging taxonomy and SLA targets.

Outputs

  • Drafted reply for every ticket, in your tone, with the right facts cited from your docs.
  • Auto-tagged and prioritised tickets, with urgency and category.
  • A weekly summary of top issue categories, repeat offenders and missing docs.

Typical integrations

Zendesk, Intercom, Help Scout, Front, Freshdesk, Gmail, Outlook, Notion, Google Docs, Confluence, your own help centre, Slack (for handover alerts).

What's included

  • Inbox connection (up to 2 channels).
  • RAG over your help docs / past tickets.
  • Draft replies in your tone, with citations.
  • Tagging and prioritisation.
  • Weekly issue-category summary.
  • Setup notes, prompt documentation, handover.

What's not included

  • Auto-sending of replies to customers. Drafts only by default.
  • Refunds, credits, account-status changes, or any action with money or access consequences.
  • Replacement of your help desk software.
  • Multi-language coverage beyond what's scoped in the SOW.
  • Live human support staffing.

Human review

Hard rule, drawn from Addendum §4 and §12 of the MSA: no customer-facing message is sent by the Support Engine. Every reply is a draft. Every action with a money or account consequence requires a human. This is a feature, not a limitation — it's why the Engine is safe to use.

Price detail

  • Basic (from A$650 AUD): one inbox, RAG on one doc set, draft + tag.
  • Standard (from A$1,800 AUD): two inboxes, prioritisation rules, weekly summary.
  • Premium (from A$4,500 AUD): multi-inbox, multi-doc-set RAG, custom tone training, full summary dashboard.

Price band: from A$650 → A$4,500 (AUD), scoped in the Control Centre.

Typical timeline

2–4 weeks depending on doc volume and inbox count.

Related Engines

Knowledge Engine

Docs

A private chat that answers your team's “how do we do X” from your own docs.

ReplacesSenior staff being a Slack help desk.from A$650 → A$4,500

Insight Engine

Reporting

A dashboard and a weekly written summary that prepares your Monday meeting for you.

ReplacesA weekly reporting analyst.from A$450 → A$3,500

Ops Engine

Operations

Run the recurring admin a chief-of-staff would otherwise do.

ReplacesAn ops coordinator chasing approvals, status updates and reminders.from A$650 → A$5,500

Suggested for

Verticals where this Engine carries most of the weight in the recommended stack.

For e-commerce & direct-to-consumer

Built for

“Support inbox is the bottleneck. Reporting takes me a full Monday.”

Stack · Support + Insight + Back office

For coaches, consultants & course creators

Built for

“Enquiry to onboarded is all me, all manual.”

Stack · Sales + Knowledge + Outreach

Get started

Configure this in the Control Centre.

Two to four minutes. A draft scope and a starting price band — no call required.

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