AI-powered response suggestions that help your support team respond faster and more consistently.
SupportBuddy is an AI assistant for support agents that provides real-time response suggestions directly in Intercom. When a customer sends a message, SupportBuddy analyzes the conversation and generates a suggested response based on your knowledge base.
Why Use SupportBuddy?
SupportBuddy consists of two parts: the backend configuration (managed by admins) and the browser extension (used by agents).
Suggestions are generated using your knowledge base, ensuring responses are accurate and aligned with your documentation. The AI searches relevant articles and grounds its response in your content.
Every suggestion includes a confidence score (0-100%) so agents know at a glance how reliable the suggestion is. Higher scores indicate the AI found strong matches in your knowledge base.
Choose from preset tones (Professional, Friendly, Technical) or write custom instructions to match your brand voice. The AI adapts its language style accordingly.
Define what suggestions should never include. Set policies like "never offer refunds" or "always recommend contacting sales for enterprise pricing" to keep responses on-policy.
For high-confidence suggestions, SupportBuddy can automatically send responses without agent intervention. Configure a confidence threshold (e.g., 85%) - suggestions above the threshold are auto-sent, while lower-confidence suggestions alert the agent with a sound.
Setting up SupportBuddy involves two roles:
Configure SupportBuddy, knowledge sources, tone, and policies.
Install the extension and connect with your team's code.
Once set up, agents can start receiving suggestions immediately. See the Usage Guide for keyboard shortcuts and tips.