What the platform is, how the three parts fit together, and exactly how the bill is worked out.
UniversalFlow is where you design the conversation. One flow deploys to your website, Intercom, WhatsApp and Telegram at once, and answers whatever you drew it to answer.
UniversalInbox is the workspace where your team picks up every conversation a flow hands over. One queue across every channel. It requires UniversalFlow, which owns the channel connection, but the flow does not have to say anything: connect a channel and forward straight to your team.
SupportBuddy drafts the reply from your knowledge base before your agent starts typing. Optional. Turn it on for any flow and the drafts appear inline in UniversalInbox. Teams who live inside Intercom can install the Chrome extension instead.
Not to draw a flow. You lay out the steps visually and connect them. You will want a developer when a flow has to call one of your own systems, since someone has to point it at the right endpoint, and for embedding the widget on your site. If you would rather not build the flows at all, our team will build them with you as a paid add-on.
UniversalInbox and SupportBuddy need no setup beyond connecting a channel and seating your agents.
UniversalFlow deploys to Web Chat (embeddable widget), Intercom, WhatsApp, and Telegram.
UniversalInbox covers the same four channels. Your agents reply on whichever channel the customer used.
SupportBuddy works with Intercom via a Chrome extension.
Absolutely. The three are designed to layer. A common setup: UniversalFlow flows handle routine intake automatically, hand off complex cases into UniversalInbox where your team picks them up, and SupportBuddy's AI drafts replies inline so agents resolve faster.
Webchat (your embeddable widget), Intercom, WhatsApp and Telegram. Your agents reply on whichever channel the customer used.
UniversalFlow is required, because it owns the channel connections. You don't have to build any flows, though: connect a channel and your team can start replying straight from UniversalInbox. SupportBuddy is optional and adds drafted replies inside the inbox.
Per agent, per month. See the pricing page for current rates. AI usage rolls into the same allowance you use for UniversalFlow and SupportBuddy.
From your customer portal, open the Agents resource and seat any team member who is already a member of your organization. They get inbox access immediately.
It runs in any modern browser. The current layout is built for desktop; mobile-first agent workflows are on the roadmap.
$49/month, or $490/year, which is two months free. It is a paid add-on to any paid plan and is not available on Free. Once added it is a flat fee for unlimited buddies, so you turn one on per flow that needs it. The AI it uses draws on your plan's shared monthly allowance, and usage past the allowance is billed at cost plus a processing fee.
When a customer message arrives, SupportBuddy reads it, searches your knowledge base and writes a suggested reply grounded in what it found, along with a confidence score. Your agent reviews it, edits if needed, and sends.
SupportBuddy is built to answer from your knowledge base rather than improvise. Each draft carries a confidence score: high means it found strong matches in your documents, low is a signal to read it carefully. Nothing goes out until an agent sends it, unless you have turned autonomous mode on yourself.
Autonomous mode lets SupportBuddy send a reply on its own when its confidence clears a threshold you set. Anything below the threshold waits for an agent. You decide where the line sits, and you can leave the mode off entirely.
Google Gemini, the same provider behind the AI steps in your flows. Your knowledge base is searched first and the retrieved passages are what the draft is written from, which is what keeps the answer on your documentation rather than on the model's general knowledge. The privacy policy covers what is sent.
No. SupportBuddy also ships as a Chrome extension that works inside Intercom. No migration and no workflow changes: your agents keep using Intercom exactly as they do today, with drafts appearing alongside the conversation.
Your organization's data is isolated from every other account, credentials are encrypted at rest, and everything moves over HTTPS. We do not use your data to train AI models. Conversation data is retained for 24 months and you can delete it sooner from the Service. The privacy policy sets out what we keep and for how long.
A conversation counts when a customer either finishes your flow (reaches an Exit node) or engages for more than 60 seconds before leaving. Quick bounces under 60 seconds, failed connections and test sessions in the simulator do not count. You pay for real engagement, not for mistakes.
Each plan includes a monthly AI allowance. When you use Intent Recognition, Knowledge Agents, Content Generation or SupportBuddy drafts, the actual AI cost comes out of that allowance. Past it, usage is billed at cost plus a processing fee. Basic flow steps (Prompt, Decision, Condition) use no AI at all.
No. Your AI allowance resets each billing cycle, and unused allowance does not carry into the next one.
Your flows keep running. We never cut your customers off. Conversations past your included amount bill at your plan's overage rate, and AI past your allowance bills at cost plus a processing fee. You can watch both climb in your account, and we email you as you cross 80% and then 95%, so the invoice is never the first you hear of it.
The card lets us give you a one-time $1 AI allowance so you can try the AI features without risk. We will not charge you unless you explicitly upgrade to a paid plan.
Annual plans give you 2 months free, a saving of 17%. Cancel within 30 days for a full refund of everything you have paid on the annual plan, the base fee plus any seats or add-ons, less any AI you have already used (billed at cost plus the processing fee). After 30 days, cancellation takes effect at the end of your billing term.
Yes, from your account settings. Monthly plans stop at the end of the billing period. Annual plans get a full refund of everything you have paid on the plan, base fee plus any seats or add-ons, less any AI you have already used, within 30 days; after that, cancellation takes effect at the end of your term.
Yes. Your remaining monthly balance is credited toward the annual plan, which starts immediately. The 30-day money-back guarantee runs from the day your subscription started, so it applies only if you switch inside the first 30 days.
Yes. Upgrades take effect immediately and you pay the pro-rated difference. Downgrades take effect on your next billing date.
Ask us directly. If it belongs on this page we will add it.