Support that solves issues before a ticket is opened.
Onboarding, billing, SSO, API, webhooks - answers from docs/changelogs/KB with clear citations.
Recommended for: SaaS products, developer platforms, B2B tools.
APIs & Webhooks
Rate limits, retries
Security/SSO
SAML/OIDC setup
Billing
Invoices, plans
Sample Conversations (Q&A) - B2B SaaS Support
Simple questions about accounts, billing, access, APIs and common issues - based only on your docs.
Account & billing
Q: How do I add a new user to my team?
A: From the team settings, click invite user and enter their email. The user joins once they accept the invitation.
Q: Where can I find my invoices?
A: Invoices appear in the Billing section. From there you can download a PDF or view the payment status.
Q: How do I change plan?
A: Plan changes are made from the Billing or Plan page. The new plan and charge apply according to your policy.
Access, API & errors
Q: I cannot sign in. What should I check first?
A: Check that you are using the correct email, that you have an invitation to the account and that the confirmation link has not expired.
Q: Where can I find my API key?
A: According to the documentation, API keys are in the API section. If you do not see the option, you may need admin permissions.
Q: I get a 401 error in the API. What does it mean?
A: A 401 usually means the API key is missing, incorrect or expired. The guide recommends checking the key and the request authorization header.
Better coverage of basic questions
Self-service with answers from docs/KB.
More prepared support conversations
The user has already seen guidance and sources before speaking with the team.
Better onboarding
New users find what they need immediately.
Developer docs as a conversation
- Upload — API docs, KB, guides, changelogs.
- Deployment - link, portal or existing help center.
- Dialogue — technical questions with citations and examples.
- Citations — returns snippets/links to sections.
Answer summary
Sources (2)Rate limit: 600 req/min — use exponential backoff and idempotency keys for safe retries.
API_Reference.html
limitsRetry_Strategy.html
backoffBetter coverage of basic L1 questions
Basic questions about onboarding, billing, and settings are handled directly by the docs-based bot.
More self-service
Users find solutions on their own, without waiting for an agent’s reply on simple issues.
More prepared L2/L3 conversations
When a ticket is eventually opened, the user has already seen basic guidance and article links - less triage, more focused work.
Fast answers around the clock
Customer teams in other time zones can find answers without waiting for the next business day.
Frequently Asked Questions (SaaS)
Where do the answers come from?
It’s based on the material you provide: API docs, knowledge-base articles, guides, changelogs. When you update the texts, the content the bot uses for answers is updated too.
Will it replace the support team?
No. The goal is to handle repetitive, standard questions (onboarding, basic errors, billing) so the team can focus on more complex or strategic topics.
How does it fit with the channels we already have?
It can be used alongside the existing help center or support portal, with a link to the chatbot. That way users first find documented answers before contacting the team.
What about customer data?
How data is used (e.g. IDs or emails) is defined by your own security and privacy policy. You can start with public/technical content only and, if you choose, expand to more personalized answers together with the security team.
How are wrong or outdated answers avoided?
You choose which articles/docs are used and can update them whenever something changes in the product. Real user questions also help you spot gaps in the documentation and improve it over time.
Start today
Make support truly scalable
Connect your own docs/KB and give users clear, consistent answers before they reach your team.