AI support for SaaS: answers from your docs, people for bugs and billing
The AI answers how-to and pricing questions from your documentation, takes bug reports your developers can use, and hands cancellations, refunds, plan changes and enterprise questions to your team. It runs on your marketing site and inside your signed-in app.
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Last reviewed 2026-10-23
How Replyze fixes it
4 changes, one setup
- 1'How do I set this up?'
- 2'Something isn't working'
- 3'I want to cancel, get a refund or change plan'
- 4'Do you have SSO or volume pricing?'
Bug reports arrive with steps to reproduce and the account email.
Sound familiar?
- Trial users ask setup questions your docs already answer, then wait for a reply.
- Bug reports arrive as 'it doesn't work', with no steps, browser or account email.
- Cancellation and refund requests get a bot's canned reply instead of a person.
- Enterprise questions (SSO, security reviews, volume pricing) sit in the general queue.
- Your docs have gaps, and nobody knows which ones.
The fix
How Replyze fixes it
'How do I set this up?'
The AI answers from the documentation in your knowledge base, step by step when it helps, with onboarding tips for the step a trial user is on. When your docs don't cover it, it says so and offers to pass the question to your team.
'Something isn't working'
With the Software Company setup, the AI collects a bug report your developers can use: what went wrong, the steps to reproduce it, what they expected, the browser or device and the account email, and it asks once for a screenshot. If nobody can log in or nothing loads, it shares your status page link and flags the chat as urgent for your team.
'I want to cancel, get a refund or change plan'
These go to your team. The AI can't see or change accounts and says so, so cancellations, refunds, plan changes and data deletion requests always reach a person.
'Do you have SSO or volume pricing?'
For SSO, security reviews, contracts or volume pricing, the AI takes the company and team size, then hands the chat to your team as an enterprise question.
What to expect
What changes in the first weeks
Bug reports arrive with steps to reproduce and the account email.
Cancellations and refunds always reach a person.
Unanswered questions turn into a docs to-do list (Pro and Business).
FAQ
Common questions
Not covered here? Ask in the chat on this page. It's the real Replyze widget: the AI answers right away, and our team picks up anything it can't.
Replyze doesn't crawl your docs site. Paste articles in, or upload a PDF, Word, Markdown or text export (up to 10 MB) and let 'Write with AI' draft articles you review and publish. On Pro and Business, 'Unanswered questions' is rebuilt every night from the last 30 days of chats and lists what visitors asked that your docs didn't cover, with a suggested article for each.
The same widget runs inside your signed-in app as on your marketing site. Call Replyze.identify(email, name) after login so each chat is tied to the right user. The AI doesn't see account data such as plan, usage or last login: it answers plan questions from the pricing article in your knowledge base and hands account-specific questions to your team.
No. The Software Company setup tells it never to promise a feature, a fix or a release date unless your knowledge base says so, never to say whether something is a known bug, and never to state certifications, compliance or where data is stored unless your articles do.
Yes. For B2B with multi-month sales cycles, the AI is best for early-funnel pre-sales questions and post-sale support; the active sales conversations want a person, and the enterprise-question handoff sends them to your team with the company and team size.
The Business plan includes SLA policies: first-response and resolution targets by priority, with an in-app alert when one is breached. Useful if you sign enterprise contracts with response-time commitments.
In Germany, at Hetzner. AI replies are generated by Anthropic in the USA under our data processing agreement, which is public at replyze.chat/dpa. Your data is never sold.
Keep exploring
Let AI answer the questions you get every day
Teach it your answers, pick your colours and add it to your site. When a customer needs a person, your team takes over.
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