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Your support desk's deep agent.
It resolves tickets end to end, answering from all your company knowledge rather than the help center alone, and takes real actions inside the limits you set. Refunds, order changes, address changes. It counts only what it actually solved.
@afka the new SKU's battery drains in an hour and it isn't in the help center. What do we tell people?
An engineer posted the fix in #product last Thursday and it is not in the help center yet. I have answered the four open tickets with it, cited to that thread, and drafted the article for you to approve. One of the four also wants a refund, and $74 is over your threshold, so it is prepared and waiting.
Built to resolve, not to answer and escalate.
The default bot answers from your help center, then escalates or guesses the moment the answer lives somewhere else. This one reads everything you have, acts within your policy, and counts only what it truly solved.
Past resolved tickets, Slack threads, internal docs, and your order and billing systems, where the answer actually lives.
Chat, email, Slack and Microsoft Teams resolve through one agent and one governed action path. Same gates, same meter.
A ticket is solved only when the fix is confirmed. Come back on the same issue and it reopens, honestly, and never re-counts.
Four jobs, one hire.
All of it runs in your own help desk and your own knowledge. Sensitive actions are gated by an autonomy tier you set and written to an append-only audit log.
Resolves from all your knowledge
Answers from your help center and past resolved tickets, Slack, internal docs, and your order and billing systems, not just the FAQ. Every reply is cited and confidence-scored.
Takes real actions, within your limits
Looks up orders, issues within-policy refunds, updates addresses, changes subscriptions. Over-threshold refunds, cancellations and account changes wait at an approval card you wrote the rules for.
Nothing unsafe reaches a customer
Real-time QA blocks a made-up answer or a policy breach before it is sent, and inbound messages are screened for prompt injection. Below its confidence bar it routes to a human rather than guessing.
Counts only what it actually solved
Confirms the fix with the customer before marking a ticket resolved, and hands you the unsure ones with the full thread, the customer record and a suggested resolution. No inflated deflection, and no billing you for a problem that was not solved.
One ticket your help center doesn't cover, end to end.
A customer asks why the new SKU's battery drains in an hour. Here is exactly what it does, and where it stops for you.
Reads all your knowledge
Searches the help center, past resolved tickets, your team's Slack, and the product docs, and finds the fix an engineer posted last week.
Answers, cited and scored
Replies in your brand voice with the fix, the source it came from, and a confidence score. Below the bar it would not send, it routes to a human.
Acts only within policy
The buyer also wants a refund. Within your threshold it processes and logs it; over the threshold it prepares it and holds.
Confirms, then counts it
Asks "did this solve it?" and marks the ticket resolved only on a yes, writing who, what and why to the append-only audit log.
The same four questions are answered on every action: who started it, which agent ran it, what data it touched, and why it was allowed.
You wake up to proof, not a backlog.
Support is where nights and weekends matter most. That is when your customer has nobody else. Here is the message waiting at 07:30, and the numbers in it are honest.
You are never billed for a problem that was not actually solved.
@afka every morning at 07:30, post what happened overnight and what actually needs me.
38 conversations overnight. 29 truly resolved and confirmed. 6 parked for you. Four need a policy call on the new SKU, evidence attached and a reply already drafted. 3 within-policy refunds processed, $86.40 in total. One card: battery questions on the new SKU failed four times, because the spec sheet is not in your knowledge yet. Add it?
Files your team can open, on the cadence you set.
Each one is posted into Slack or Microsoft Teams as a real file, with the numbers behind it and the decisions it wants from you.
The overnight recap
What was resolved, what is parked, and the two or three things that actually need you.
One honest scorecard
True resolution rate, meaning confirmed solved and never deflection. CSAT, repeat contacts, dollars handled, and how many answers needed knowledge beyond the help center.
The knowledge it did not have
The questions it could not answer from anything you have connected, ranked by how often they came up, with the article drafted.
The held actions
Every refund, cancellation and account change that went over a threshold, with the evidence and the reason it stopped.
Inside the help desk your team already runs.
It resolves in Zendesk, Intercom, Freshdesk and Gorgias, and reaches your team in Slack and Microsoft Teams. Orders and money come from the systems you already use.
You set how far it goes, per task.
The tier is yours and it is per task, not a global switch. Whatever the tier, money over your threshold and irreversible actions still gate, and every action is written to an append-only log.
Suggest
Drafts every answer and every action and waits. Nothing reaches a customer or your systems until you release it yourself.
Review
Answers and resolves routine tickets on its own, and holds over-threshold refunds, cancellations and account changes for your approval.
Auto
Resolves end to end inside your policies and caps. Money over threshold and irreversible actions still gate. There is no setting that fires them unattended.
What it will not do, stated plainly.
Being specific about the edges is part of the standard. Here is where it deliberately stops.
It will not answer from thin air
If your help center, past tickets, Slack and internal docs do not support an answer, it routes to a human with what it searched, never a confident guess your customer will hold you to.
It will not move money on its own
Over-threshold refunds and credits are prepared and held. Even on Auto, money past your limit and irreversible actions gate.
It will not pretend to be a person
It says it is an assistant when a customer asks, and it can be stopped by a kill switch at any point in a conversation.
It will not change an account silently
Cancellations, data deletion, plan changes and account edits are gated and audited, never applied behind your back or discovered later.
It makes the whole company smarter.
Support sees things no other team sees first. Because your afka agents share one memory and one customer record, those signals go where they matter instead of into a ticket that closes and forgets.
A ticket that is really a sale
When a thread shows buying intent it hands off with the customer's full record: one context, no re-typing, nothing lost between systems.
A churn risk, caught early
Cancellation intent and negative sentiment are flagged and saved with full context for you. It surfaces the risk; it does not run a scripted save on your customer.
A recurring bug, ranked
The same issue from many customers becomes a product signal, ranked by how often it bites, so you fix the root cause once.
A queue about to overflow
A sustained surge becomes a capacity signal with the numbers attached. The strain that used to hide until it broke now shows up early.
Questions support leads ask.
Does it only answer from my help center, like other bots?+
No, and that is the main thing it fixes. It answers from all your connected knowledge: past resolved tickets, Slack, internal docs, and your order and billing systems. That is where the answer usually lives, and exactly where a help-center-only bot escalates or guesses. Every answer is cited and confidence-scored, and if nothing supports it, it routes to a human with what it searched.
Which surfaces does it work on?+
Chat and email in your help desk, and Slack and Microsoft Teams for your own team. One agent, one memory, one governed action path across all four, so a refund over your threshold waits for approval whichever surface it came in on.
Will it issue refunds and change accounts on its own?+
Within the limits you set, yes, and that is what makes it resolve instead of just reply. Within-policy refunds and routine order and address changes run automatically and are audited. Over-threshold refunds, cancellations and account changes wait at an approval card. You set every threshold, and irreversible actions always gate, even on the highest tier.
How do I know a resolved ticket was actually solved?+
Because it is marked resolved only when the fix is confirmed or clearly complete, never to inflate a deflection stat or a bill. If a customer comes back on the same issue it reopens honestly and never re-counts. Every Friday you get one scorecard: true resolution rate, how many answers needed knowledge beyond the help center, dollars handled, CSAT and repeat contacts, reported straight.
Hire a support agent that actually resolves.
Connect your help desk and your knowledge, delegate the queue, and wake up to tickets truly solved, within your policy, and counted honestly.