Customer Service & Support

Drafts a reply suggestion for every inbound, classifies sentiment, and recommends escalation when it crosses a threshold — grounded in your published KB articles so suggestions cite the right doc.

• AI-drafted reply for every inbound
• Sentiment classification + escalation recommendation
• KB-grounded via vector embeddings
• Auto-tag tickets + knowledge-gap analyzer

Replaces Intercom Fin, Zendesk AI

Autonomous Tier-1 deflection. A multi-turn AI conversation grounded in your KB resolves common questions or escalates to a human with full context. Confidence-gated so it never confidently gives a wrong answer.

• Multi-turn autonomous conversation
• Confidence-gated escalation with context summary
• Persona-based responses (different tone for VIPs)
• Continuous learning from agent corrections

Replaces Intercom Fin v2, Zendesk AI

Branded public survey pages with native CSAT (1–5), NPS (0–10), and CES (1–7) scales, correct aggregate formulas, and trigger automation to fire post-resolution / post-purchase / post-onboarding.

• 3 survey types with industry-standard scales
• Trigger automation on resolution / purchase / onboarding
• AI comment categorization
• Per-segment NPS trend + sentiment-drift alerts

Replaces Delighted, AskNicely, SurveyMonkey

A heuristic over usage, product, support, surveys, and commercial signals that produces a green / yellow / red band per customer, with a per-feature usage drill-down and optional AI narrative.

• Multi-signal heuristic with green/yellow/red band
• Per-feature usage drill-down
• Churn-risk timeline (90-day view)
• Early-warning alerts via push

Replaces Gainsight, ChurnZero

A Canny-style public board with submissions, voting, status columns, and per-item comments. Authenticated HubSpot contacts upvote; status changes auto-notify upvoters.

• Public submission + voting
• Status columns (idea / planned / in progress / shipped)
• AI duplicate-idea detection on submit
• Auto-notify upvoters + changelog generation

Replaces Canny, ProductBoard, UserVoice

Per-tenant support tickets that surface right inside HubSpot — giving every install a working support surface from day one (and satisfying the marketplace monitored-support-contact requirement).

• Per-tenant support tickets inside HubSpot
• Macros library + auto-assign by category
• SLA timer per priority
• Agent workload balancer + per-ticket audit log

Replaces external help desks