A team of agents for triage, answers, case management, and help-center upkeep. They draft from your docs, route what needs a human with full context, and turn repeats into self-serve. Anything without a cited source is what stops to ask.
Queue · 46 tickets triaged31 answerable, 9 with humans
Ticket
Cited source
Status
#8841 · Exports timing out
Timeout limits · runbook
Draft ready, 2 passages cited
#8844 · Timezone exports wrong
5 repeats → new FAQ entry
Self-serve published after review
#8819 · Meridian Trust renewal question
VIP · full context attached
With a human now
#8852 · SSO setup confusion
Setup guide · stale, update drafted
Answered, doc fix queued
#8857 · API rate limit question
Rate limits · numbers outdated
Answered, doc fix queued
Demo data · no cited source, no answer — it escalates instead
Demo company queue, not customers' tickets
01A day with the Support team
One queue, start to finish.
Six steps, no queue in the middle. Click a step or let it play.
08:00 · triage46 routed
Answerable31 tickets· covered by current docsHuman9 tickets · VIP, SLA risk, or no cited sourceSpam6 tickets · filed away, logged
Every route names the rule behind it
09:15 · draft answerCited to docs
Ticket #8841 · exports timing outDraft quotes the timeout limits page, walks through the three settings that matter, and links the runbook. Two passages cited, both current.
No cited source, no answer — it escalates instead
11:30 · escalationWith a human now
Case#8819· Meridian Trust, renewal in 41 daysHandoffFull thread, health flags, and a suggested reply attached
VIP and SLA-risk cases never wait in the agent queue
13:00 · self-serveFAQ updated
New entry · timezone exportsFive tickets asked the same question this week, so the answer is now the top result instead of the fifth ticket. Drafted from resolved threads, published after your review.
SupportDrafted 28 cited repliesrule: cite or escalate09:15
SupportEscalated #8819 with full contextwaiting on human11:30
SupportPublished timezone FAQ entryapproved by you13:00
One row per action, each with the rule or person that allowed it
02Guardrails
Guardrails that match how support teams already work.
Set them once. Most of the day needs nothing from you.
Supportguardrails · example setup3 of 5 run automatically
Triage and routing→Automatic
Replies cited to your docs→Automatic
FAQ and help-center drafts→Automatic
VIP cases and SLA breaches→Ask you
Publishing to the help center→Ask you
Change any rule in Settings. Rule edits are logged with the editor's name.
03Connections
Reads your docs, writes where you say.
Hivemeld connects over OAuth. Disconnect any time, and the log stays.
Docs
Live
Help centerProduct docs
Every answer cites the passages it used. Stale pages get flagged with updates drafted, not silently quoted.
Email
Live
GmailOutlook
Ticket threads that live in Gmail or Outlook get drafted replies from the same cited sources, in the agent's own drafts.
Ticketing
In development
ZendeskIntercom
Native case sync is in development. Until then the team works from your queue exports and email, triaged the same way.
04Pricing
Support is one team. From $750 a month, plus metered usage.
The license covers the agents, the guardrails, the docs they answer from, and the log. Usage is metered monthly on the same invoice, and you set the team's budget cap with an alert at 80 percent.
UsageMetered monthly. Budget cap and alerts for the team.
IncludesTriage, answering, case, and docs agents, plus the full action log.
Full pricing and calculator on the pricing page
05FAQ
The questions support leaders ask.
+What stops it from making up answers?
The citation rule: every answer quotes the help-center passages it used, and anything without a cited source escalates to a human with full context instead. Stale passages get flagged for update rather than quoted.
+Does it reply to customers directly?
Drafts go out on their own inside the rules you set; VIP cases, SLA breaches, and anything sensitive stop for your approval first. Every sent reply stays attached to its citations in the log.
+What happens to the help center?
It gets better instead of rotting. Recurring questions become new FAQ entries, stale pages get update drafts, and publishing always asks first. Self-serve compounds: each answer deflects the next five tickets like it.
+Do we need Zendesk or Intercom?
Not to start. The team works from your queue exports and email today, with native case sync to Zendesk and Intercom in development. When that ships, your existing helpdesk stays the system of record.
+What does it cost to run?
A license from $750 a month for the Support team, plus usage metered monthly on the same invoice. You set a budget cap for the team, get an alert at 80 percent, and agents stop at the cap. Estimate your total on the pricing page.
