Support

Q: How fast does it notice a new email?

Add an Email trigger on Watch and draft replies and it reacts within about a minute. Without that, the duty checks every 2 hours.

Support answers customers of your own product. It learns a help policy you confirm, drafts a reply only when it can ground it, and holds every send for your YES. Anything it cannot prove is escalated, not invented.

What it does

The first chat is a short interview: a help-center URL, a product page, a paste, or files you already dropped in. Support writes a plain checklist — what it may answer, what it must never promise, when to hand the case to you, and how replies should be signed. Nothing goes to a customer until you reply YES. That confirmed policy stays pinned so later runs do not forget it.

After that, Support watches the support mailbox and private DMs on Facebook, Instagram, X, and Reddit when those accounts are connected in Launchpad. Each customer thread is one task record. A follow-up updates that same record. A grounded reply is drafted and held under Ask-me-first: you approve it in the Approvals inbox or on WhatsApp, or edit it first. DMs are checked on the two-hour duty. There is no instant “new DM” wake-up. Refunds, cancellations, legal, security, chargebacks, and anything missing from the policy are escalated to you with no customer message. A daily reconcile reports only counts it can back with those records — new, held, waiting, overdue, escalated, resolved.

Support answers in the same place the customer wrote. Its Customer DMs app can read and reply in private. It cannot publish a post, like a comment, or answer a public comment. It cannot read LinkedIn messages. It does not fix the product in code. A bug becomes an escalated case with the customer's steps. A code change is a separate Coding session.

Use cases

Product help desk — how-to questions get a short reply from your docs, held for YES, with the source named.
Billing and refunds — those cases stop at you. Support does not promise a refund, a credit, or a date.
Repeat questions — when you say a sent reply was right, Support can reuse that answer next time. It does not save a guess.

What to connect in Launchpad

Connect Email in Launchpad for the mailbox customers write. Connect Facebook, Instagram, X, and Reddit there too if you want those private DMs. Then open the duty “Watch and draft replies” and add an Email trigger so new mail is picked up within about a minute. The two-hour schedule is the email backstop and the only DM check. Word and PDF tools are already on, so a policy file in your workspace can be read during intake. Listing DMs needs the Zernio inbox add-on on the workspace; if it is missing, email still runs.

Confirming the policy

In the Support chat, point it at the help center or paste the rules. Check the checklist it shows. Reply YES, or name the line to fix. You can change tone, the signature, the reply window, and the escalate list in chat later. Duties stay paused until you activate them.

Typical duties and schedule

Watch and draft replies — email trigger, with a fallback every 2 hours. The same run checks connected Facebook, Instagram, X, and Reddit DMs. Opens or updates one case per customer thread and holds a grounded draft.
Reconcile support queue — daily at 18:00 UTC. Counts what is still open, what is overdue, and what is waiting on your YES. It does not send mail on this pass.

This is not Ticket Monitor (gigs, leads, and RFPs) and not Inbox (a personal mail digest). Customer help lives here. If you answer a customer yourself, say so in chat so the case closes and the daily count stays honest. The one-record-per-thread rules match honest monitoring task records.

Plan minimum

Support requires a Growth plan or higher. Email triggers are available on Growth and above. See pricing for full plan details.

Common questions

Does Support send replies automatically?
No. Every customer email and every DM is held for your YES. You can approve it, edit it, or reject it.

Which DMs can it read?
Private messages on Facebook, Instagram, X, and Reddit, after you connect those accounts. It does not reply to public comments, and it cannot read LinkedIn DMs.

What if it does not know the answer?
It escalates the case to you and does not email the customer a guess. Refunds, legal, and security always escalate.

Will it fix a bug in my repo?
No. It records the customer's steps and leaves the code change to Coding.

How fast does it notice a new email?
Add an Email trigger on “Watch and draft replies” and it reacts within about a minute. Without that, the duty checks every 2 hours.