SupportBuddy drafts each reply from your own knowledge base and puts it in the composer for your agent to accept, edit or ignore. It is built into UniversalInbox, and it runs inside Intercom as a Chrome extension for teams who work there.
SupportBuddy is part of the inbox. Turn it on for a flow and every conversation from that flow opens with a draft already waiting, alongside the thread and the customer's history. Nothing to install.
If your team works in the Intercom inbox instead, the same drafts arrive there through a Chrome extension. Agents install it once and connect with a code, and nothing about your Intercom setup moves.
It sits quietly behind the composer and starts working the moment a customer message arrives, wherever your agents are reading it.
You do not have to move. The Chrome extension puts the same drafts in the Intercom composer, reading from the same knowledge collections.
A draft your agent has to correct is worse than no draft, so the things that shape one are yours to set.
Drafts are written from the collections you choose, so they say what your documentation says rather than what a model guessed.
Pick a preset like professional, friendly or technical, or write your own instructions to match how your team already writes.
Write down what a suggestion must never say, and those rules go into every draft it writes.
Each suggestion carries a confidence score, so an agent can tell at a glance whether to read it closely or send it.
Point one buddy at one set of documents so it only answers from what applies to that conversation.
Agents connect with a secure code. They can turn it off themselves, and you can revoke it whenever you need to.
Autonomous mode is off until you switch it on. When it is on, SupportBuddy sends replies that clear the confidence threshold you set, and asks for a person on anything below it.
You choose how confident a draft has to be before it can send itself. Move it as you learn how the drafts read.
You decide whether autonomous mode is available at all. Once it is, an agent can turn it on or off for themselves at any time.
Below the threshold, the draft waits as ghost text and a notification sound brings the agent to it.
It reacts to a customer writing in, not to your own team's replies, so it never talks over an agent mid-conversation.
Connect a buddy to a flow and each draft is written with that conversation in view, from the documents that conversation should draw on.
Bring the questions your team answers most often and we'll show you what the drafts look like against your knowledge base.
