One of the more expensive parts of running a bootstrapped SaaS business is customer support. It's important that ChatPRD users get help with what they need, but it can be very challenging to staff a 24/7 support rotation given our support demands are actually pretty intermittent!
Intercom + Fin: first line of defense
Because they have a fabulous startup program plus a great product, we use @fin_ai (FKA Intercom) as our support platform and first line of defense AI chatbot.
Fin is trained on our public docs and some internal FAQs, and does a pretty great job of deflecting most basic questions, with a good 50% deflected before it ever gets to a human.
Openclaw as support agent
The second line of defense is our support @openclaw, Holly.
Holly looks through our intercom inbox and support email for any items that a human might need to resolve. She has a variety of secure tools to troubleshoot user problems without accessing confidential data, and can debug the status of common billing issues.
This is how she describes herself:
A few things I've built for Holly which are helpful
A CLI version of our internal support tooling. Just like any human support agent can use the UI to work customer problems, Holly can use a CLI tool to do the same
Access to our repo, which means she can traverse the code and figure out how things work or if there are actual use cases
A linear agent tag that can assign tickets to our team of OpenClaws, even if they're not technically Linear users
Human in the loop: me!
Finally, anything that Holly isn't approved to handle gets escalated to me for approval. Refunds, billing changes, and anything that touches payment has to be directly approved.
One flow I like to use to work with Holly on outstanding items to review is have her make me a google doc with anything she needs feedback on, then I can comment/approve in one swoop and she updates our customers / does whatever work is necessary.
Gdocs is the new UI?
Support themes back to docs