Update: Kai Resolve is now Kai Support’s investigations. See Kai Support.
Update, November 3, 2026: Kai Copilot no longer drafts into the reply composer. It proposes the reply in its chat and sends it when you say yes. See Kai Copilot.
Meet Kai Support
Kai Support is Gleap’s AI support agent for in-app support. It helps customers get answers while they are already inside your product, where the question or issue is happening.
The goal is not to put a bot between every customer and your team. The goal is to resolve repetitive questions faster, collect better context, and give human agents more space for the conversations that need judgment.
For SaaS teams, that balance matters. Customers want fast help, but they also want to feel heard when the issue is complex, urgent, or tied to their account.
What Kai Support Helps With
Kai Support can support the first layer of customer conversations:
- Answering common setup and product questions.
- Guiding users toward relevant help content.
- Asking clarifying questions before escalation.
- Collecting context for support agents.
- Helping users find next steps without leaving the product.
When a conversation needs a person, Kai Support should not pretend otherwise. It can hand off to your team with a summary so the customer does not have to repeat everything.
Grounded Answers Start With Good Knowledge
AI support is only as useful as the information it can rely on. Kai Support works best when it is connected to a maintained knowledge base with clear articles, current product information, and support policies.
That gives the AI a source of truth and gives your team a simple way to improve answers over time. If Kai Support struggles with a recurring question, update the article, add a clearer support note, or adjust the escalation path. For a step-by-step setup, see how to set up AI customer support.
In-App Support Keeps Context Close
Support is easier when the conversation starts where the issue happened. Kai Support can live inside the Gleap widget alongside live chat, so users can ask for help without switching tabs or hunting for a contact form.
In-app support also helps your team understand the situation faster. Product area, account context, and recent user activity can all make the difference between a vague question and a useful support conversation.
Human Handoffs Stay Important
Some conversations should move to a human quickly: billing disputes, frustrated customers, complex bugs, churn risk, and strategic account issues.
Kai Support is designed to support that handoff, not fight it. When a teammate joins, Kai Copilot, on every plan, can research the ticket and propose a reply in its chat. It sends the reply once the teammate says yes.
Connected to the Rest of Your Support Stack
Kai Support becomes more valuable when it is part of the wider support workflow. With Gleap, AI support can sit alongside bug reporting, feedback collection, live chat, and the tools your team already uses.
That means support conversations can turn into actionable work: a bug report with context, a help article improvement, a product feedback item, or a routed task for the right team. From Team, Kai Support also investigates the hard tickets. When it confirms a bug, a teammate can start Kai Code, which opens a pull request your team reviews.
Why Kai Support Matters for Product Teams
For support leaders, Kai Support reduces repetitive work and shortens the path to useful answers. For product teams, it creates another source of insight into what customers struggle with. Repeated questions can reveal unclear onboarding, missing documentation, confusing UX, or gaps in the product.
The best AI support systems do more than answer. They help the whole team learn.
A Better First Layer of Support
Kai Support gives SaaS teams a practical way to bring AI into customer support: grounded in your knowledge, available inside the product, connected to human handoff, and useful beyond the chat transcript.
That is the real promise of in-app AI support. Faster answers when the question is simple, better context when the issue is not, and a support experience that scales without losing the human layer.
