Help support answer questions that usually need an engineer.
A customer says they were charged twice. The help center cannot tell you what happened to their payment, so you ask an engineer to look. With Operate, you can ask in Slack or Teams and get an explanation based on the actual records.
# product-supportReview the refund through your normal process.
Review the suggested change to prevent duplicate retries.
Where the time goes.
Support can ask Operate why an order, payment or other part of the product behaved unexpectedly. It checks connected records, logs and code, then explains what happened and what to do next. If a fix needs engineering, the evidence is ready for that handoff.
The help center does not explain this customer’s case
A customer sees two charges, a missing export or an unfinished job. The documentation explains how things should work, but not what happened to that particular order.
Ask Operate with the order or payment identifier in Slack or Teams. It checks the connected records, logs and code and explains what happened.
Read the detailed example# product-supportReview the refund through your normal process.
Review the suggested change to prevent duplicate retries.
An escalation means gathering the same information again
Support has the customer conversation. Engineering still has to find the records and logs before it can say whether there is a bug. The customer waits while the context moves between teams.
Operate puts the explanation and evidence together. Support gets a next step, and engineering gets the relevant details and a suggested change if a fix is needed.
Read the detailed example# product-supportReview the refund through your normal process.
Review the suggested change to prevent duplicate retries.
Only one person remembers the answer
An engineer explained an unusual payment rule in a thread. The next support rep cannot find it and asks the same question again.
Operate keeps verified articles about what was learned. The team can edit them, and a later investigation can use the relevant article to help explain a new case.
Read the detailed exampleWhy a timeout can still mean the payment succeeded
An investigation found that the provider accepted a charge before the gateway timed out. Check payment records before retrying.
Operate finds this article and checks it against the new payment records.
Look closer: A customer sees two charges for one order
@Operate Why was order #48213 charged twice?
Operate checks- Order and payment records
- Gateway timeout logs
- Payment idempotency code
The original charge succeeded before the gateway timed out. A retry created a second charge because the payment request did not carry a stable idempotency key.
Customer explanation: a timeout led to a duplicate retry.Support next step: review refund through the approved process.Engineering next step: review an idempotency patch.Support can explain the actual failure mode and follow its normal refund process. Engineering receives the record evidence and proposed code change. Operate does not issue the refund or send a customer message on support's behalf.
Try it on a problem
you have already solved.
Choose a past problem, connect the relevant systems and compare Operate’s answer with what your team found.
How to evaluate it
Choose a few resolved cases that needed engineering help. Ask Operate the same questions and compare its answers with what actually happened. Check whether a support rep can understand the explanation, find the evidence and identify the next step.
Your team decides
what changes.
Operate reads information and suggests changes. Your team checks the answer and decides what to apply.
What stays with your team
Support still owns the customer conversation and decisions such as refunds. Operate investigates only the information it has permission to read. If an answer needs another check, do that before making a promise to the customer.
Choose what
your team needs.
Free includes 30 bot investigations per month with unlimited Slack and Teams members. Investigate is $99 per workspace per month for unlimited human-triggered bot investigations. Enterprise adds shared knowledge and custom internal tools at $499.
Unlimited team members. Pricing is per company workspace. Your own key or model has no Operate token surcharge. Operate-managed AI usage is additional on every plan.
See prices and usage termsNeed people to
handle the work too?
Our engineers can use Operate to investigate problems and help look after your software. We agree what work they will handle, when they are available and how your team approves changes before starting.
Explore managed operationsQuestions from product support teams.
Can support investigate without asking an engineer first?
Support can ask Operate in Slack or Teams using approved connected sources. Some cases still need engineering review, but the investigation can supply context before that handoff.
Is Operate a customer-facing helpdesk chatbot?
Operate's Slack and Teams bots investigate production questions for your team. They do not replace helpdesk ticket tracking or support's customer communication.
Can it answer questions that are not documented?
It can investigate accessible code, logs and records rather than relying only on documentation. Root causes can generate verified knowledge articles for future use.
Are support users charged per seat?
No. Plans are priced per company workspace and include unlimited team members. Free has 30 investigations per month, and Investigate adds unlimited human-triggered bot investigations.