Support
Questions come in all night. By morning, the easy ones are answered.
Your AI agent answers what your knowledge base covers, on chat, email, text and the phone. When it can’t, it opens a ticket with a summary for your team, so the queue you open at 9am is only the work that needs a person.
It answers what it can. It hands you the rest.
1
It answers.
Your AI agent replies on web chat, email, text and the phone, using the knowledge base you give it.
2
It hands off.
When it can’t answer, or someone asks for a person, it opens a ticket with a summary of the conversation and assigns it by your rule.
3
Your team replies.
One queue for every channel, with SLA timers, saved replies and an AI draft inside each ticket to start from.
Ask what needs you. It reads the queue first.
Smooth Operator is the assistant inside Smoo. It reads your conversations, tickets and voicemails, and asks before it sends or saves anything.
Every ticket arrives with the story so far.
- Every channel, one queue.
- Email, web chat, text and phone calls land in the same list, each ticket with the customer’s history attached.
- Deadlines you can see.
- SLA policies set first-response and resolution targets, and a ticket shows when it’s close to breaching.
- One customer, one ticket.
- If the customer already has an open ticket, a new hand-off adds to it instead of starting another.
- Your other tools still work.
- Push a ticket to Jira or Zendesk, and their updates come back to it.
“Parents reach out at all hours with questions about advocacy services, IEP processes, and behavioral support options. The AI handles those initial inquiries instantly and connects families to the right resources — even at midnight.”
Carissa Rice, Founder at Meet Me Where I Am
It owns the first reply. You own everything after it.
Every tool has an off switch.
Org admins choose exactly what it may touch — turn off email sending and it can never send mail, for anyone.
It asks before it acts.
Outbound email, CRM writes, anything consequential — it drafts, you approve, edit, or decline. Nothing happens without your say.
Your team is one tap away.
Complex or sensitive conversations hand off to a person with the full history attached — escalation is a feature, not a failure.
Everything is on the record.
Every action it takes lands in the audit log with who, what, and when — review it any time.
Smooth Operator — allowed tools
Org admin · applies to every conversation
Answer from the knowledge base
Update CRM contacts & deals
Requires your approval before it runs
Send email
Requires your approval before it runs
Publish to social
Requires your approval before it runs
Activity log
Drafted follow-up to Aisha Patel · waiting on your approval · 2m ago
Escalated billing question to Sam · full history attached · 1h ago
Fair questions
The questions people ask first. Straight answers.
Will this replace my support team?
No. The agent answers the questions your knowledge base already covers, so your team spends the day on the ones that need judgment: the refund, the upset customer, the case nobody has seen before. Anything it can’t answer, and anyone who asks for a person, goes to your team with the conversation attached.
What happens when the AI doesn’t know the answer?
It hands the conversation to a person and opens a ticket with a summary, rather than guessing. If the same question keeps coming up, add an article to your knowledge base, or ask Smooth Operator to add it, and the agent can answer it next time.
Can Smooth Operator reply to customers on its own?
No. It reads the queue, your conversations and your voicemails whenever you ask. Sending an email, or adding to your knowledge base, waits until you say yes.
We use Zendesk or Jira today. Do we have to switch?
No. Tickets can be pushed to Jira or Zendesk, and updates from them come back in, so you can move over gradually or keep both.
Do I need the AI agent to use Support?
No. Support works on its own as a ticket queue. The AI agent that answers first comes with Smoo AI, and the Support + Agent bundle gets you both.
How is this different from a help desk with a chatbot added on?
Here the agent, the queue and Smooth Operator share one record of each customer. The ticket the agent opens already has the conversation, the contact and a summary, and Smooth Operator can read all of it when you ask what needs you this morning.
Open tomorrow’s queue to only the work that needs you.
Start a trial, connect your inbox and your knowledge base, and see what’s waiting for you in the morning.
Support from $49/mo
With the AI agent that answers first: the Support + Agent bundle, $99/mo. 7-day free trial.