Fruxon

It answers the easy ones. It asks about the rest.

A support agent that works your queue in the helpdesk you already run, acts in the systems behind it, and — when a ticket lands outside what it knows — asks the person on your team whose call it is before it replies.

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One made-up refund policy and it's back in the sandbox for a quarter.

Most of your queue is repetitive and safe to hand over. The rest is why nobody hands it over. A customer asks about a policy exception nobody ever wrote down, and an agent working alone has exactly one move: answer confidently and hope. You find out from the review, or from the chargeback.

A ticket, end to end

What actually happens when it picks one up.

It reads the whole thread, not a pasted FAQ

The customer's history, their past tickets, and the passages of your policy docs that bear on this question are retrieved at the step — so the answer is grounded in what you actually wrote, and the context window doesn't carry your entire help center on every reply.

It does the work in the systems you run on

Issues the refund in Stripe, opens the replacement order in Shopify, writes the note to Salesforce, sets the ticket status in Zendesk, queries your Postgres for the shipment. Not “sends a notification for someone else to action.”

It stops when it isn't sure

A policy exception, an account flagged VIP, a refund over the ceiling you set. It neither guesses nor dumps the thread on you — it works out who'd actually know and asks them, and the customer sees nothing but a slightly longer wait.

One line back on Slack, and the reply goes out

Your ops lead answers in the channel she's already in. The agent finishes the reply in the channel the customer used, and the whole exchange — question, answer, who approved it — stays on the ticket.

Wherever the customer already is

Email, chat embedded in your product, Slack, Teams, WhatsApp, or Telegram — the same agent, with the same history, whichever door they came through. Drop it into a busy shared channel and it follows along without joining in, until a message is actually for it.

Handover mid-sentence, with the thread intact

When it's over its head, a person takes the conversation with the full history and hands it back when it's resolved. The customer isn't asked to repeat themselves and isn't told to open a new ticket. An unknown sender becomes an access request you approve, not a silent new user.

Every reply on the record, including what it cost

What it read, which tools it called, who it asked, what it decided, how long it took, what it spent. Set a monthly ceiling per agent and a runaway loop becomes a line item instead of an incident.

When it isn't sure

The escalation is the feature, not the failure.

You introduce the agent to the team once — who's on it, what each of them owns, and where to reach them. From then on, a question it can't answer goes to the person whose call it is, not into a queue nobody watches. Pricing exceptions to the person who owns pricing; anything touching billing infra to the person who owns that.

Routed by expertise, not by queue — set once on the person, not re-tagged on every agent that might need them

Nobody answers? It falls through to the next person on the ladder, then to a safe default. Nothing hangs on someone's lunch break.

Every question it had to escalate is a gap you can now see — close it and it stops asking

Systems

It works inside your helpdesk, not beside it.

Connect a system once for the whole organization and every agent can use it from then on — with credentials held at the org and referenced by name, never pasted into a prompt.