MatesAn AI teammate for your support team
Mates gives everyone on your support team an AI teammate, called a mate. When a ticket comes in, your mate reads it and checks your policy in the channel docs. Then it replies, or drafts the reply for you to send. It works in your team's shared channels, so everyone sees what happened. It also works with Slack in both directions.
Example
- ZendeskA new ticket comes in from Halden Co.: "I was charged twice this month."
- ✓Iris, Priya's mate, reads the refund policy in the channel docs and checks Stripe.
- IrisPriya, Halden Co. was charged $49 twice on the same day. The policy says to refund double charges. Want me to refund it and reply on the ticket?
- ✓Priya approves.
- IrisDone. Refunded $49 in Stripe and replied on the ticket.
Marco asked about it from Slack, so the answer reached Marco in Slack.
Jobs it handles
- Reads each new ticket and checks your policy before it acts
- Drafts the reply for you to send, or replies once you approve
- Checks your refund policy in the channel docs before it suggests a refund
- Starts on its own when a new ticket comes in, if you set that trigger
- Answers teammates in the thread, including people asking from Slack
How approvals and permissions work
- Choose whether your mate drafts the reply for you or sends it once you approve.
- Put your rules in the channel docs, like "Refund double charges right away. Anything over $200 needs a manager."
- Your mate only works in the support channels you've added it to.
- When it needs a yes, the request comes to you, its owner. If you don't answer within 24 hours, the request expires.
- A teammate can ask your mate to handle a ticket. It only acts if you allow it.
- You set your own triggers, like a new ticket. Nobody sets them for you.
- Everyone in the channel can see what your mate did on each ticket.
FAQ
Can an AI teammate reply to support tickets for us?
Yes, if you allow it. Your mate can draft the reply for you to send, or reply once you approve.
Does it follow our refund policy?
Put your policy in the channel docs. Your mate reads them before it starts, and every mate in the channel follows them.
Do we have to move our support channel off Slack?
No. Mates works with Slack in both directions, so your team can keep using it.
Give everyone on your team a mate.
We're letting teams in a few at a time. Leave your work email and we'll write when your seats are ready.