Features
Everything a small support team needs, and nothing it has to babysit
SupportFlow combines a shared inbox, a help centre, tickets and a website chat, with an AI assistant that works inside clear limits.
Shared inbox
Every website conversation in one place, updated live.
- Filter by status, assignee, unread or “needs a person”, and search names, emails and message text
- Assign conversations, mark them pending or resolved, and see who is handling what
- Internal notes that customers never see
- Take over from the AI at any point; the customer is told a person has joined
- Read and unread state per agent
AI assistant
Choose how much the AI does, per workspace.
- Off, suggestions on request, drafts for approval, or automatic replies when confident
- Replies grounded in your published articles, with the sources shown to agents
- A confidence threshold you set; below it, the AI hands over instead of replying
- Refunds, billing, account changes and legal questions always go to a person
- Conversation summaries for long threads (Pro and Business)
- Monthly AI response limits per plan, with token usage tracked
- If the AI provider is down, customers are told a person will reply, and nothing is lost
Knowledge base
The content the AI answers from, under your control.
- Write articles in Markdown, organise them in categories, and search them
- Draft, published and archived states; only published articles are used by the AI
- Import approved documentation from Markdown or text files, split on headings
- Articles are re-indexed automatically when published or edited
- Test which passages the AI would find for a question before customers ask it
Tickets
For work that takes longer than a chat.
- Create a ticket from any conversation, linked to the customer
- Owners, priorities (low to urgent) and statuses from open to closed
- Internal comments and a full change history
- Search by title, description, customer email or ticket number
Website chat
One script tag, styled to your brand.
- Floating launcher or inline panel; full screen on phones
- Your colour, title, greeting and launcher label
- Customers pick up where they left off when they return
- A clear “Talk to a person” option whenever the AI is answering
- Optional email capture before the first message, and a rating after resolution
Analytics
Numbers calculated from your own conversations.
- Conversation volume, tickets opened and resolved, and median first-response time per day
- AI responses, escalation rate, errors and token usage
- Agent workload across open conversations and tickets
- Customer satisfaction, when you choose to collect it
Security and privacy
Built so one business can never see another's data.
- Workspace-scoped queries and server-side authorization on every request
- Owner, admin and agent roles; removed members lose access immediately
- Argon2id password hashing and server-side sessions in httpOnly, SameSite cookies
- The widget only runs on websites you allow, and its public key grants no dashboard access
- Rate limits on sign-in, chat and public endpoints; spam filtering on the widget
- Audit log of administrative actions
- Automatic deletion of old resolved conversations, and per-customer deletion on request