AI Support Agent

Meet Sage.
Your AI Support Agent.

Sage 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 Sage →

The Problem

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. Sage reads the same documentation and answers faster.Your human agents focus on escalations, complex troubleshooting, and retention conversations — work that actually requires them.

What Sage Handles

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

Channels

Sage 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

Email

Classifies inbound emails by intent
Routes to the right department automatically
Drafts a reply for human review or sends directly at your discretion

How It Works

From support request to resolved or escalated in four steps.

Sage resolves what she can. What she can't, she hands off with everything the human needs to close it fast.

Arrive

A customer opens the help widget or support line

A customer opens the /help chat, texts your support number, or emails your support alias. Sage answers immediately — she doesn't wait for a human agent to pick up the queue. Configure your /help widget with ?employee=sage and your support email alias to route directly to Sage.

Answer

Sage answers from your knowledge base — not general AI

Sage 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.

Act

Sage resolves or collects structured intake

For resolvable issues, Sage 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.

Resolve or Escalate

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 Sage assigned, and a suggested resolution path. The human agent never starts from zero. Average handle time on escalated tickets drops because Sage already collected the information a human would have asked for in the first 3 messages.

Per-Page Routing

Sage answers where customers need help.

◆ Widget routing examples

Page: /docs
Widget param: ?employee=sage
→ Docs page chat — Sage answers product questions

Page: /help
Widget param: ?employee=sage
→ Help center chat — Sage triages and resolves

Page: /contact
(no param — org default)
→ General contact — defaults to Reese (Receptionist)

Add ?employee=sage to your /help and /docs widgets. Sage answers there. Your general contact defaults to Reese. Each page gets the specialist for that context — one platform, zero reconfiguration.

Try It

Ask Sage a support question.

This is the actual Palatai widget. Sage is answering. Ask about billing, passwords, or product how-to.

[ Chat widget loads here — powered by Sage ]

ROI Math

What Sage 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.

Sage 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.

Support rep (human)$55–80K/yr + benefits · Business hours · 8-12 min handle time

Basic chatbot$200–800/mo · Script-only · Can't access knowledge base dynamically

Outsourced tier-1$15–25/hr contract · Inconsistent quality · No CRM threading

Sage — AI Support Agent (Palatai)from $750/mo add-on · 24/7 · knowledge-base-aware · CRM-connected · escalates with context

In Practice

SaaS: From 65 daily tickets to 23 after configuring Sage.

◆ Real scenario — 200-customer SaaS, 2-person support team

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 Sage 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.

Pricing

Hire Sage. 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 Sage and Echo. Add Always-On Channels (+$750/mo) to give Sage 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 →

FAQ

Questions about Sage.

Can Sage access our product documentation?

Yes. You configure Sage's knowledge base with your docs, FAQs, how-to guides, and custom instructions. She reads from these sources when answering questions — she does not rely on general AI training data to answer product-specific questions. The knowledge base is updated in plain text files; no developer involvement required.

What happens when Sage can't resolve a ticket?

Sage escalates to the Support department's human queue with the full conversation transcript, the issue category, and a suggested resolution path. The human agent sees exactly what was discussed and does not need to re-ask the basic triage questions. Escalation paths are configured per issue type — some go to senior support, some go to engineering.

Does Sage create tickets in my existing helpdesk?

Sage creates tasks in the Palatai kanban board natively. Export integrations to Zendesk, Intercom, and Freshdesk are on the roadmap. Currently, the recommended flow for teams using external helpdesks is to use Sage for triage and first-response, then have the human agent create the external ticket after confirming escalation.

Is Sage appropriate for a regulated industry (fintech, healthcare)?

Sage operates on the same data isolation architecture as the rest of Palatai — per-organization data isolation, no cross-org data exposure. For regulated industries, the key constraint is that Sage should not receive or transmit protected information (PHI, PII beyond contact info) in the chat channel. Configure her escalation path to direct any sensitive topics to a human immediately. We recommend a compliance review of your Sage configuration before go-live in regulated environments.

Can Sage and Echo work together?

Yes. Sage handles tier-1 support (bugs, how-to, billing). Echo handles post-onboarding and renewal conversations. Both are in the Support department. Configure your /help widget as ?employee=sage for new-user support, and your /account widget as ?employee=echo for post-onboarding. Same department, different roles.

What's the difference between Sage and a basic FAQ bot?

A FAQ bot matches keywords to pre-written answers. Sage reads your knowledge base and composes a contextually accurate response in natural language. She handles follow-up questions, ambiguous phrasing, and multi-part questions. She also creates CRM records, so every support interaction becomes data — not a dead-end conversation thread.

Tier-1 resolved.
Human agents freed.

Sage handles the 80% that shouldn't reach your team. They focus on escalations, retention, and the work that actually requires a human.

Hire Sage →Explore the full platform →

Meet Sage.Your AI Support Agent.