The AI agent for hard support tickets.

Kai Specialist is the AI support engineer for second-level (tier 2) support in Gleap. Kai Support answers customers as the first level; Kai Specialist investigates the tickets Kai Support cannot answer using the screen recording, logs and click trail captured by the Gleap SDK, account data from connected sources and your code. It answers the customer when the evidence settles the ticket, prepares a coding task for confirmed bugs and escalates open questions to your team with a diagnosis: its classification of the ticket and the evidence behind it.

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 Specialist 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 as a card with options, so engineers see the tickets that need them with the evidence attached. Kai Support covers the first level. More in our tier 2 support guide.

For software teams, yes. Kai Specialist is a root cause analysis (RCA) tool for customer-reported issues: it traces the report through the screen recording, the click trail, console and network logs and your code, then classifies it as answerable, bug, feature request, needs more info or inconclusive. A bug is marked confirmed or suspected with a confidence level and evidence that cites the files it read.

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 investigator never commits or pushes. A code change is a separate step: a coding task 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 Specialist re-investigates when a new angle exists, then asks a teammate. When the customer's report is missing details, it asks the customer one focused question.

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 a ticket. You set the policy per project, from full second level to safety net only.

Kai Support is first-level support: it answers customer questions from your knowledge around the clock and brings the team in when needed. Kai Specialist is second-level support: it investigates the hard tickets and answers or escalates with a diagnosis. Kai Code turns approved work into plans, code changes and pull requests your team reviews. Together they close the loop from report to shipped fix.

Kai Specialist is built for the tickets an answer cannot settle. It investigates: it reads the logs, the click trail and your code, states a verdict with confidence and file-level evidence, and prepares a coding task a teammate can hand to Kai Code. The escalation arrives investigated instead of as a bare handover.

Yes. Every Gleap ticket can be investigated, whether it came from the widget, email, Slack or an integration. Tickets from the Gleap SDK carry the most evidence because console and network logs are captured automatically, alongside the screenshot and any screen recording.

It is the investigation step in self-driving development: customer reports get a verdict with evidence, confirmed bugs become coding tasks your team can hand to Kai Code, your engineers review the pull request, and the customer is notified after the release. Your team no longer sorts every report by hand.

Yes. With Analyze bug reports first turned on, every new bug report from the Gleap widget is investigated before it reaches the inbox and arrives classified: answerable, confirmed bug, suspected bug, feature request, needs more info or inconclusive, each with confidence and evidence. Feature requests subscribe the customer to the existing request.

Kai Specialist is included in Gleap Team, $149 per month billed annually ($179 billed monthly), and in Pro and Enterprise. Each investigation is billed by the work it does, about $0.49 on average; a code investigation bills as Kai Code usage, and a run that fails to start is not charged. See pricing for details.