Meet Haven.
Your AI Support Agent.
Haven resolves tier-1 support tickets in seconds — from your help widget, support email, or SMS line. Complex issues get escalated with the full conversation, never from zero. Your human agents wake up to warm handoffs, not cold queues.
Hire Haven →80% of your tickets ask the same 12 questions. Your team answers them manually, every day.
The anatomy of most SaaS or e-commerce support queues is predictable: password resets, billing questions, “how do I” walkthroughs, status checks, and feature FAQs. These questions don't require judgment — they require answers. But they consume 60–80% of tier-1 support capacity, leaving your senior agents buried in work that shouldn't reach them.
Support reps answering FAQ tickets at $55–80K/year is an expensive way to copy-paste from your documentation. Haven reads the same documentation and answers faster.Your human agents focus on escalations, complex troubleshooting, and retention conversations — work that actually requires them.
Tier-1 resolved. Tier-2 handed off with context.
Answer product FAQs
/help, /docs, support chat widget
Resolve password resets
Account page, email, SMS
Explain billing charges
Billing page widget, support line
Walk through how-to flows
Step-by-step from knowledge base
Status check / order lookup
Integration with CRM or order system
Collect bug reports
Structured intake + ticket creation
Triage by severity
Low → auto-resolve; High → human escalation
Route to specialized support
Escalate with transcript + category tag
Haven is on your help widget, support email, and SMS.
Voice
- Answers inbound calls in real time
- Books appointments while on the call
- Warm transfers to humans when escalation is needed
Chat
- Embeds on any page via a single script tag
- Routes to the right employee based on the page it's on
- Handles FAQs, qualifies leads, and creates CRM records
SMS
- Responds to inbound texts within seconds
- Follows TCPA-compliant opt-out handling
- Threads into the same contact timeline as voice and chat
- Classifies inbound emails by intent
- Routes to the right department automatically
- Drafts a reply for human review or sends directly at your discretion
From support request to resolved or escalated in four steps.
Haven resolves what she can. What she can't, she hands off with everything the human needs to close it fast.
A customer opens the help widget or support line
A customer opens the /help chat, texts your support number, or emails your support alias. Haven answers immediately — she doesn't wait for a human agent to pick up the queue. Configure your /help widget with ?employee=support-agent and your support email alias to route directly to Haven.
Haven answers from your knowledge base — not general AI
Haven has access to your product documentation, FAQs, how-to guides, and custom instructions. She reads from these when answering — she does not rely on general training data to answer product-specific questions. Password reset? Step-by-step from your docs. Billing question? From your configured billing FAQ. She handles the 80% that never needed a human.
Haven resolves or collects structured intake
For resolvable issues, Haven handles the interaction end-to-end and marks the ticket auto-resolved. For issues that need investigation, she collects structured bug report information — steps to reproduce, expected vs. actual behavior, account details — before escalating. Your human agent never has to ask the opening questions.
The ticket closes or escalates with full context
A resolved ticket posts to the Support kanban as "auto-resolved" — no human needed. An escalated ticket posts as "needs review" with the full conversation transcript, the issue category Haven assigned, and a suggested resolution path. The human agent never starts from zero. Average handle time on escalated tickets drops because Haven already collected the information a human would have asked for in the first 3 messages.
Haven answers where customers need help.
Widget param: ?employee=support-agent
→ Docs page chat — Haven answers product questions
Widget param: ?employee=support-agent
→ Help center chat — Haven triages and resolves
(no param — org default)
→ General contact — defaults to Reese (Receptionist)
Add ?employee=support-agent to your /help and /docs widgets. Haven answers there. Your general contact defaults to Reese. Each page gets the specialist for that context — one platform, zero reconfiguration.
Ask Haven a support question.
This is the actual Palatai widget. Haven is answering. Ask about billing, passwords, or product how-to.
What Haven replaces.
A support rep costs $55,000–$80,000 per year in salary before benefits and management overhead. For that cost, you get business-hours coverage and an average handle time of 8–12 minutes per ticket. With a growing customer base, ticket volume scales faster than your ability to hire.
Haven handles the FAQ tier without headcount. Your support team's capacity shifts from answering "how do I reset my password" to solving the problems that actually need human judgment.
SaaS: From 65 daily tickets to 23 after configuring Haven.
A 2-person support team was fielding 80–100 tickets per day, 65% of which were password resets, billing questions, and usage how-to's. After configuring Haven on the /help widget and support email alias, those 65% were auto-resolved without human escalation. The two support reps shifted from ticket throughput to proactive customer health reviews. Ticket volume to humans dropped from ~65/day to ~23/day within the first week.
Hire Haven. Resolve more without growing headcount.
HIRE SAGE — SUPPORT DEPARTMENT
$1,197/mo
No setup fee for the Support dept
- → Ticket triage and resolution
- → Knowledge base management
- → SLA tracking
- → CRM integration
The Support department includes Haven and Echo. Add Always-On Channels (+$750/mo) to give Haven her own inbound support line and /help chat widget.
See Support department →ADD ALWAYS-ON CHANNELS TO ANY HIRE
+$750/mo
+ $2,500 one-time setup
- → Voice
- → Chat
- → SMS for this agent
Already hiring another agent? Add Always-On Channels for +$750/mo. The agent answers in their own role-specific persona.
See all departments →Questions about Haven.
Tier-1 resolved.
Human agents freed.
Haven handles the 80% that shouldn't reach your team. They focus on escalations, retention, and the work that actually requires a human.