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EzyConn

Customer support

Answer the repeat questions. Bring your team in for the rest.

EzyConn answers customers from your help centre, policies and files, shows where each answer came from, and when your content runs out it says so and invites a live agent from your team, with the whole conversation in front of them.

Start freeSee the hand-over
  • Answers show their source
  • Nobody handed over without a yes
  • Reply from the inbox or Slack

A worked example. A customer asks the website chat how to export invoices; EzyConn answers from the help centre and shows the article as its source. The customer then says they were charged twice. That is not in the help content, so EzyConn says so and offers someone from the team. The customer accepts, sees the message that they are being connected, and a teammate called Priya picks it up while the AI waits.

Worked exampleLedgerly, Sam and Priya are invented. The hold message is EzyConn’s own.

The split

What it answers, and what it hands over

Most of a support queue is the same questions, already answered somewhere in your help content. The rest needs somebody who can see the account.

Answered from your content

  • “How do I export my invoices to CSV?”

    From your help centre article, with the page shown as its source.

  • “Do you ship to Canada, and how long does it take?”

    From the shipping policy page you added.

  • “What’s the difference between the Team and Business plans?”

    From your pricing page, in the language the customer wrote in.

  • “Can I change the email on my account?”

    From an exact answer you wrote once, used first every time.

It reads your website pages, PDF, Word, plain text, Markdown and CSV files, text you write and exact questions and answers.

Handed to a person

  • “I was charged twice this month.”

    Not in your content, so it says so and offers someone from your team instead of guessing.

  • “Where’s my order 4471?”

    With AI actions, from Starter, it calls your own system to look the order up; otherwise your team takes it.

  • “Can I speak to a person?”

    Asking is enough. It offers your team straight away.

Nobody is handed over without saying yes, and the question lands on your Unanswered list.

Start from a template in the portal

  • General
  • Orders
  • Technical
  • Account
  • After-sales
  • Business FAQ
  • Product knowledge
  • Documentation
  • Website concierge
  • Policy

The hand-over

The AI talks to the customer. Your team steps in when it should.

This is how the product runs it, step by step, in the words the customer actually sees.

  1. It offers, the customer chooses

    When your content does not cover a question, or the customer asks for a person, the agent offers your team. Nobody is handed over without saying yes.

  2. A teammate is assigned and told

    By the rule you pick (round robin, least busy, most recently active, or by hand), and the teammate is notified. The agent stops replying while a person holds the conversation.

  3. The customer knows what is happening

    They read Thanks, I’m connecting you to a support specialist now. Please hold for a moment. or, if nobody is free, All our agents are currently busy. We’ll notify you shortly.

  4. Your teammate replies from where they work

    From the shared inbox, or in the conversation’s Slack thread, and the reply lands in the chat the customer is already in.

  5. Then hand it back to the AI

    One click returns the conversation to the agent, with everything your teammate said still in the thread.

Worked exampleSam, Priya and Ledgerly are invented. The Slack post follows the app’s own layout, and the two customer messages are EzyConn’s own.

Getting better

Every question it missed becomes one it can answer

Your team answers it once in the inbox. You approve the wording. The agent uses it from then on.

  1. It lands on your Unanswered list

    Every question it could not answer, with the reason, grouped by topic with the worst answer rate first.

  2. Your teammate’s reply becomes a draft

    When someone on your team answers that question in the inbox, the reply is kept as a draft answer.

  3. You approve it once

    Approve it and the agent uses that wording next time. Nothing goes live without you.

What the reports show

FAQ

Questions support leads ask before they switch it on

Including Slack, routing and plans.

What kinds of support questions can EzyConn answer?

Anything your own content already answers: how-to and setup questions, plan differences, shipping and returns, policies and product details. It answers from your website, files, written answers and exact questions and answers, and shows the page each answer came from.

What happens when it cannot answer?

It says it does not know rather than inventing an answer, and offers a person. When the customer says yes, a teammate is assigned and notified, the agent stops replying, and the customer sees that they are being connected. The question also lands on your Unanswered list.

Can my team reply from Slack?

Yes. Every new chat and hand-over is posted to Slack, and a reply in the conversation’s thread goes back to the customer where they wrote.

Can we choose who picks up a hand-over?

Yes. Conversations are shared out by round robin, to whoever is least busy, to the teammate most recently active, or by hand. You can also list the phrases your customers use to ask for a person, and write what the agent says while it fetches someone.

Does it replace Zendesk or Intercom?

It has its own shared inbox, with views, internal notes and AI drafts, so many teams run support in it directly. Conversations and contacts can be sent on through Zapier or a signed webhook.

Which plan do I need?

The agent, your content and the shared inbox are on every plan, the free one included, within its monthly allowance. AI actions are from Starter.

Start free

Answer the repeats tonight. Hand over the rest tomorrow.

Add your help centre and policies, connect Slack, and your team only sees the conversations that need them.

Start freeSee plans and pricing

Free plan, no card.