From the customer report to the customer update. Kai Support answers, Kai Resolve investigates and Kai Code prepares the fix. Your team starts the coding task, reviews the pull request and confirms the release. Gleap can then send the customer update automatically.
Kai Support answers from your help center and connected sources and cites the article. Questions it cannot settle are handed on with the thread.
How do I export a segment as CSV?
Go to Contacts › Export CSV.
Exporting contacts
That worked, thanks!
Resolved by Kai Support
Kai Resolve · Investigation
Investigated by Kai Resolve.
Logs, the click trail, the screenshot and recording, read-only code. The verdict: answerable, bug, feature request, needs more info or inconclusive, with the files it read as evidence.
Investigation brief0/5 sources
Ticket and threadIsabella · 3 messages
Console and network logs2 errors · 1 failed request
Screenshot and recording2:14
Repositoriesread-only
Data via MCPPostgres · read-only
Kai Resolve → Kai Code · Hand-off
Confirmed bugs become coding tasks.
The task lands in the ticket with the evidence attached. A teammate hands it to Kai Code, opens it in Claude Code, Codex or Cursor, or sends it back with notes.
Kai Code · Pull request
Pull request opened, reviewed, merged.
Kai Code plans the change, edits the code, runs the tests and opens a pull request linked to the ticket. Your engineers review and merge.
Customer follow-up
Customer notified after the release.
A teammate confirms the fix is live, then the reply goes out on the original ticket. Schedule it after a delay or write it yourself.
Florian Berger10:12 AM
Dark mode resets itself.
2:30 PMMerged
Hi Florian, the fix is live.Dark mode stays on.Scheduled · Sep 25, 2:35 PM
Other outcomes from an investigation.
Guidance, a task for the team, or a product decision.
Matched to the existing feature request, customer subscribed to updates. Your team sets the priority.
Starts with the evidence captured.
Bug reports arrive investigated.
Reports from the Gleap SDK carry session replay, console and network logs and device details. With Analyze bug reports first on, Kai Resolve investigates them before they reach the inbox.
Keep the follow-up personal when a release deserves it. The context stays on the ticket.
50 to 60%
Commonplace inbound support handled by Kai Support
Commonplace reports that Kai Support handles 50 to 60% of inbound support cases that would otherwise reach its team, alongside its feedback and knowledge workflows.
50%
Lywand inquiries handled automatically
Lywand reports that AI support and its knowledge base handle about half of its customer inquiries after replacing a siloed Freshdesk stack.
<1 day
Salesforge setup and migration
Salesforge reports that its setup took less than a day, bringing support, roadmap requests, customer news and Slack collaboration into one workspace.
“Everything is in the same place.”
Tridonic brought customer interactions, ticket routing, surveys and AI support into one Gleap dashboard.
Elif Kavas
Digital Customer Experience Platforms Specialist, Tridonic
How the loop works
What is a customer feedback loop?
A customer feedback loop is the cycle from a customer's report or request to a response they can act on, and back to the product: collect the signal, decide what to do, ship the change, tell the customer. Gleap's customer feedback software collects and organizes the requests; the agents on this page carry each one to its ending. More in our customer feedback loop guide.
What does closing the customer feedback loop mean?
Closing the customer feedback loop means the customer who reported something gets an outcome they can use: an answer, a fix that is live, or a product decision, told to them on the same conversation. In Gleap the loop runs inside one ticket, from the report through investigation, code change and release to the reply.
How does Gleap close the loop from report to shipped fix?
Kai Support answers the report or routes it on. Kai Resolve investigates the logs, the click trail and the code and returns a verdict. A teammate hands confirmed bugs to Kai Code, which opens a pull request your engineers review and merge. After the release, the customer is notified on the original ticket.
Does a merged pull request notify the customer?
Not by default. A merge is not a verified release, so by default a teammate confirms the fix is live before the reply goes out. You can instead send the message automatically after a delay from merge, or write it yourself; either way the reply lands on the customer's original ticket.
What if the report does not need code?
Then the loop ends earlier. A setting or expected behavior gets a grounded reply, a feature request is linked to the existing request with the customer subscribed, a report missing details gets one focused question, and an open decision reaches your team as a card with options. Coding tasks come from confirmed bugs and from feature requests your team approves through Kai PM.
When does Kai Resolve start an investigation?
On new bug reports before they reach your team when Analyze bug reports first is on, in the chat widget when Kai Support cannot answer or a customer asks for a person, or when a teammate starts it from any ticket. You set the policy per project, from full second level to safety net only.
Where do reports enter the loop?
From the Gleap widget, email, Slack and connected integrations. Reports from in-app bug reporting carry the most evidence because session replay, console and network logs and device details are captured automatically.
Which agents work in the loop?
Kai Support answers customer questions and brings the team in when needed. Kai Resolve investigates hard tickets and returns a verdict with evidence. Kai Code turns approved work into plans, code changes and pull requests. Kai PM recommends priorities for feature requests.
Do we need all agents to start?
No. Kai Support is on every plan and closes the loop for questions an answer settles. Kai Resolve and Kai Code are included from Team and add investigation and code changes. Check current plans before building a process around an agent.
Does Kai Code merge or deploy without our review?
No. Kai Code writes code changes and opens a pull request for your engineers to review, merge and release. Your team starts each coding task, and some models also offer a plan step. Kai Resolve investigates with read-only code access. See how Kai Code works.
How is closing the loop related to self-driving development?
Self-driving development is the category: software built from customer reports with AI agents carrying the work. Closing the loop is its mechanism: keep the customer's context on one ticket, produce a verdict, a pull request and a release, and tell the customer.
Which plan includes the full loop?
Gleap Team, Pro and Enterprise include Kai Support, Kai Resolve, Kai PM and Kai Code. Team is $149 per month billed annually ($179 billed monthly), and AI work is paid separately: Kai Support costs $0.29 per resolution, and Kai Resolve, Kai Code and Kai PM bill for the work they do. See pricing for the plan details.
