The AI customer service agent that resolves most conversations.

Kai Support is Gleap's AI support agent. It answers every conversation from your website, docs, snippets and files, and on Team and up from your help center and connected sources, cites what it used and hands the rest to your team. On Team and up it also investigates the hard tickets on the boards you choose, with screen recordings, logs, account data and your code. It runs on the chat widget on every plan, and on email, WhatsApp, Instagram, Facebook Messenger, Slack and Telegram on Team, Pro and Enterprise.

Kai Support is the AI support agent inside Gleap's AI customer support software, next to the shared inbox, help center, channels and the agents that investigate and fix. You can run Kai Support alone on your widget or as the first level of a full AI help desk, with every channel in the multichannel customer support platform.

An AI agent. A support bot follows scripted flows; Kai Support retrieves the matching content for each question, writes the answer, cites its sources and, on Team and up, can call tools you add, such as API lookups, MCP (Model Context Protocol) servers including Composio apps, and web search. Scripted steps still exist in Gleap's no-code chatbot builder, for example buttons for common questions or collecting an email before Kai Support answers.

Snippets, websites, help articles, files (PDF, Word, PowerPoint, Excel, Markdown), API data sources, code repositories, news and changelog posts, Notion pages and YouTube videos. YouTube videos need Team (10 hours of video a month) or Pro (40 hours). Published help articles are picked up automatically. Tag content to scope what Kai Support may use; the default scope excludes content tagged internal. See knowledge base software for support.

On Team and up, Kai Support can call your APIs and connected apps as tools. With a vision-capable model, Kai Support reads the images customers send, and voice messages are transcribed so Kai Support can answer them. Custom UI components let it show branded cards, such as an order summary, inside an answer. On Team and up, Kai Support can also answer in your help center search. With Learn from solved conversations turned on, Kai Support reads tickets about a day after they close and proposes new snippets and help-article fixes for your approval.

It says so, and the conversation goes to a board with the whole thread. On Team and up, Kai Support investigates first with the logs and your code on the boards where your team turned on Kai investigates here; on other boards, your team picks it up. In the chat widget you set when it steps in: when Kai Support cannot answer, after asking the customer first, or from a standing widget button.

Yes. Customers can ask for a person, and the Talk to our support team button hands the conversation to your team. On Team and up, Kai Support can investigate first on the boards where Kai investigates, so your teammate starts with its findings.

Tier 2 (second-level) support handles the tickets first-line support cannot answer: reading logs, checking configuration, tracing bugs and involving engineering. An AI agent can take on the investigation part. Kai Support does it inside Gleap for SaaS and software teams: it traces the issue through the logs, the click trail and your code, answers the customer when the cause is a setting or expected behavior, and turns confirmed bugs into coding tasks. Questions that need a human decision reach your team on one card in the ticket, with the evidence attached. More in our tier 2 support guide.

The ticket and thread plus what the Gleap SDK captured are available by default: device and SDK versions, console and network logs, the click trail, screen recording and screenshots. You choose which repositories it may clone read-only and which data sources it may query through MCP (Model Context Protocol) servers.

No. The investigation never commits or pushes. A code change is a separate step: a coding task that Kai Code starts on its own when you allow it, or that your team picks up with Kai Code or another coding agent, delivered as a pull request your engineers review and merge.

It says so. Inconclusive means unknown, never no issue. Kai Support looks again when a new angle exists, then asks your team. When the customer's report is missing details, it asks the customer one focused question.

With one card in the ticket's Kai Copilot pane: the question, why, and its recommendation. For each action you set whether Kai acts alone, needs an OK from a board's people or never acts, plus money limits for refunds and credits. The ticket shows as unread until someone answers, and Kai carries on with the answer.

A skill teaches Kai a job once: when to use it, the steps it follows with the tools it calls, and when it hands over to your team. Describe the job in a sentence and Kai drafts it, or start blank. Test it on past conversations, then publish it for everyone; earlier versions stay in its history. Gleap includes built-in skills, and AI tasks are now skills.

Kai Support talks to your customers: it answers from your knowledge and, on Team and up, investigates the hard tickets with evidence. Kai Copilot works for your team on every page: it drafts replies and articles, explains reports, sets Gleap up, asks before a risky change and, from Team, drafts the changelog. Kai Code turns confirmed bugs into pull requests your engineers review. Together they close the loop from question to shipped fix.

Both answer customers from your knowledge and hand conversations to your team. The price differs: Intercom lists Fin at $0.99 per resolution (intercom.com/pricing, checked September 26, 2026), while Kai Support is on every Gleap plan and billed by the AI it uses. We estimate under $0.05 per resolution, and about $0.35 with deep code investigations (how we estimate). On Team and up, Kai Support also investigates the hard tickets with your logs and code. See the Intercom comparison.

Chat widget, email, WhatsApp, Instagram, Facebook Messenger, Slack and Telegram. Starter covers live chat; email and the five messaging channels need Team. The Let Kai answer workflow step is available on all seven; hand-overs from the chat to a board run on the widget. Source links render as plain links outside the widget.

Yes. Kai Support answers how-to and account questions from your website, docs and snippets, links feature requests and files bug reports with session details, and solves more than 85% of the conversations it takes. See customer stories.

Kai Support answers first and cites the reply. On Team and up, what it cannot settle follows one path: Kai Support investigates the hard ticket, confirmed bugs go to Kai Code on its own when you allow it or from a teammate, your team reviews and ships, and the customer hears back in the same conversation. That is self-driving development applied to support.

Gleap picks the model for Kai Support, so there is no model to configure; Pro and Enterprise can choose models for Kai Code, custom agents and AI workflow steps. Your knowledge is embedded and stored for retrieval, and customers only receive articles their audience is allowed to see. Security details are in the Trust Center.

Kai Copilot is the Kai that works for your team, on every plan. Press ⌘J on any page: it proposes replies and sends them when you say yes, drafts articles and outreach, finds similar tickets and the right article, explains a report and sets Gleap up; risky changes wait for your approval. It never messages a customer without your yes. From Team, it also merges duplicate requests and drafts the changelog when a fix ships. See Kai Copilot.

The Kai Support report shows questions asked, deflection rate, the share handed to the team, answer rate, positive feedback and the conversation rating, plus the negative feedback worth reading.

Kai Support is billed by the AI it uses on every plan. We estimate under $0.05 per resolution when it answers, and about $0.35 with deep code investigations, against $0.99 for an Intercom Fin resolution (how we estimate). Kai stops at $1 each time it works on a ticket, and you can set a daily cap and a monthly budget. Starter is $29 per month billed yearly ($35 monthly), with live chat for one seat and one project, and every plan starts with a 7-day free trial. Email, the messaging channels, tools for Kai Support, investigations and Kai Code need Team, $149 per month billed annually ($179 monthly). See pricing.

Software companies use it to answer users and investigate bug reports (AI customer support for SaaS), online shops for orders, returns and refunds (AI chatbot for ecommerce) and small businesses for calls, bookings and billing (customer service software for small business).