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AI customer support automation

Turn inbound support questions across email, chat, and forms into grounded, cited answers and governed ticket actions — without losing accountability.

Solutions

Customer-support teams field high volumes of unstructured requests across many channels. Threada normalizes that intake into typed WorkItems, drafts grounded answers cited to your knowledge sources, and routes sensitive outcomes through approvals before any action is taken in connected systems.

REC A governed WorkItem
Intake Typed WorkItem with extracted fields
Answer Grounded in your sources, with citations
Approval Routed through a decision step
Action Executed reversibly, on the timeline
Audited end-to-end

How Threada fits

  • 01 Inbound from email, in-app, Slack, Teams, and web channels normalizes into a single WorkItem queue with status, assignment, and SLA timers.
  • 02 Answers are grounded in your knowledge assets with citations, and an explicit no-answer fallback prevents confident but unsupported replies.
  • 03 Operators triage with saved views, bulk actions, response templates, internal notes, relationship linking, and duplicate detection.
  • 04 Governed actions — create, update, tag, comment, notify — run behind approval gates with reversible, audited execution.

Capabilities you can use today

01

Typed intake channels with provider verification and per-channel policy overrides.

02

WorkItem queues with assignment strategies, routing rules, and first-response, next-response, and resolution SLA targets.

03

Copilot suggestions, response templates with variables, and grounded drafts with citations.

04

Predictive operations: SLA risk prediction, volume forecasts, anomaly detection, and churn-risk signals.

05

Feedback and scorecards with deflection, fallback rate, and CSV/NDJSON evidence exports.

A typical flow

  1. 01

    A customer email or chat arrives and normalizes into a WorkItem with extracted fields.

  2. 02

    Retrieval drafts a grounded answer with citations, or returns a clarifying question when intent is ambiguous.

  3. 03

    An operator reviews, edits with a response template, and either replies or proposes a governed action.

  4. 04

    Sensitive actions route through an approval gate, execute reversibly, and are recorded on the timeline.

Explore the platform

WorkItemsEvidenceActionsPricingRetrieval-augmented generation (RAG)

Common questions

Which channels can I automate customer-support intake from?
Threada takes typed intake from web, in-app, Slack, Teams, email, API, and custom endpoints; inbound provider channels include Gmail, Twilio SMS, WhatsApp, social, Discord, and Teams webhooks, all normalized into WorkItems.
How do I stop AI support answers from being fabricated?
With abstain mode enabled, Threada uses a relevance threshold and returns an explicit no-answer fallback rather than fabricating an answer, and any answer it does produce includes citations.
How do approvals work for support actions?
Threada can gate support actions such as updating a ticket or notifying a customer behind decision steps; approvals are recorded, actions are reversible with idempotency keys, and execution is captured as auditable history.

Bring governed AI automation to your team

Explore the platform or talk to our team about your workflows.

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