For businesses whose phone line is the support line
AI customer support agent for software companies, IT providers, and online stores
An AI customer support agent answers your support line 24/7, including nights and weekends, using your own documentation. It answers how-to, setup, shipping, and return-policy questions, gets urgent issues to a person right away, and logs every call with a transcript. On Business Growth and Business Pro plans, each reported problem becomes a tracked ticket with a suggested reply your team sends.
When the phone line is the support line
A small software company, an IT service provider, or an online store rarely has a separate support department. The developer who built the product answers the phone. The IT technician is on site at a client’s office. The store owner is packing orders. When a customer calls with a problem and nobody picks up, they call again, send an upset email, leave a review, or move on to a competitor.
Support calls do not keep business hours either. Software breaks on a Sunday night, a client’s network goes down before the office opens, and shoppers call about a late package on a holiday weekend. AssistStaff answers every call, day or night, so customers reach someone and your team starts the day knowing what happened.
Answers product, setup, and policy questions from your own docs
You upload the documents your team already uses, as PDF, Word, or text files: setup guides, how-to articles, product FAQs, plan descriptions, and your shipping, return, and warranty policies. The AI answers callers from that knowledge base in a natural voice, so a customer asking how to reset a password or how long returns are accepted hears your answer, in your words.
- Walks callers through how-to and setup steps from your own guides.
- Answers shipping, return, and exchange questions from your published policies.
- Asks the questions you choose, such as account name, product or plan, order number, and what happened right before the problem started.
- Recognizes returning customers by phone number and uses their history, and saves a new caller’s details to your contacts.
- Takes a message and sends you a callback request when a caller needs a person.
- Screens out spam and robocalls.
Every reported problem becomes a tracked ticket
On the Business Growth and Business Pro plans, the back-office agent runs a support desk alongside the phone line. A problem a caller reports becomes a tracked support ticket. Emailed requests become tickets too: forward your support email to your support-desk forwarding address, and each request is added as a ticket.
The agent reviews each new ticket and suggests a reply drawn from your documents and support policies. Replies are never sent automatically. Someone on your team reviews the suggestion and sends it.
- Refunds, complaints, and anything your documents do not cover are flagged for a person’s review.
- Order problems are captured with the order number and a description of the issue, so your team has what it needs. AssistStaff does not look up orders in your store.
Outages and urgent issues reach a person right away
You decide what counts as urgent: a site or app that is down, a client whose network or email has stopped working, a checkout page that will not take payments. When a caller describes one, the AI flags the call as urgent. If you turn on call transfer, it transfers the caller to the one on-call number you set. With transfer off, it takes the details and sends you an urgent callback request right away by Signal or email alert, and the request also appears on your Notifications page.
An outage rarely brings just one call. Each AssistStaff plan answers several callers at once: Business Starter answers up to 2 calls at once; Business Essential answers up to 3 calls at once; Business Growth answers up to 7 calls at once; Business Pro answers up to 15 calls at once. Every caller gets an answer, and each call is logged with a transcript.
Sales and demo calls booked on your calendar
Not every call is a problem. Prospects call to ask what a plan includes, whether your software fits their business, or whether your IT team covers their area. The AI answers from your documents, asks the qualifying questions you choose, and books a demo, consultation, or assessment into an open slot on your Google Calendar. It asks for the caller’s email, sends a confirmation, and can reschedule when plans change.
Call records and a separate account for each business
Every call is logged with a full transcript, so you can read exactly what a customer reported before you call back. Each business’s calls, transcripts, and records are kept in its own separate account, visible only to the people you give access. Call recording is off by default. If you turn it on, you are responsible for any notice your state requires.
Plans and setup
Plans start at $29 a month. The support desk, with tracked tickets, emailed requests, and suggested replies, is included with the Business Growth and Business Pro plans. AssistStaff works with Google Calendar, Gmail, and Drive, and serves businesses across the United States. Setup takes minutes: forward your support number, upload your guides and policies, connect Google Calendar, and go live.
Frequently asked questions
- Can it look up an order’s status in my online store?
- No. AssistStaff does not connect to Shopify, WooCommerce, Amazon, or other store platforms, so it cannot look up orders. It captures the order number and the problem, and on Growth and Pro plans that becomes a tracked ticket for your team.
- Does it integrate with Zendesk, Freshdesk, Jira, ConnectWise, or Autotask?
- No. AssistStaff keeps its own support tickets, call log, transcripts, and contact records, and works with Google Calendar, Gmail, and Drive.
- Will it send replies to customers on its own?
- No. The back-office agent suggests a reply from your documents and support policies. Replies are never sent automatically; someone on your team reviews each one and sends it.
- Which plans include the support ticket desk?
- The Business Growth and Business Pro plans. Every plan includes the AI receptionist that answers calls 24/7, takes messages, and logs each call with a transcript.
- What happens when a customer calls about an outage at night?
- The AI flags the call as urgent based on your rules. If call transfer is on, it transfers the caller to your on-call number. If not, it sends you an urgent callback request right away by Signal or email, and the call is logged with a transcript.
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