AI customer support for SaaS
AI customer support for SaaS companies: account, plan, billing and onboarding questions answered from your docs, seat math done in code, proration handed to your team, plus API and webhooks.
In short: OctaDezx is AI customer support for SaaS companies. It answers account, plan, billing, SSO setup and onboarding questions from your own documentation, computes seat totals and plan price differences in code when your plans are saved as priced items, and hands prorated charges, credits and account changes to your team because those depend on the customer's billing record. It runs on your website and in your product through the chat widget or chat link, on Slack, Discord, email and messaging apps, and connects to your backend through a REST API, signed webhooks and an MCP server.
Software customers ask how a feature works, why a login failed, what a plan includes, what twenty seats would cost and why this month's invoice looks different. OctaDezx answers the questions your docs and price list already settle, does the arithmetic in code instead of in a language model, and routes the questions that need an account record to the person who owns it.
The everyday problem
SaaS support queues fill with how-to and plan questions the docs already answer, while billing disputes and incidents wait behind them. An AI that guesses a prorated amount or promises a plan change it cannot make turns a support question into a billing problem.
How OctaDezx helps
Import your docs and plan details, put the agent on your site, in your app and on your community channels, and connect your helpdesk. Questions with verifiable answers are answered from your sources. Questions that need the customer's subscription record, such as proration or a credit, are handed to your team with the conversation and the reason attached.
SaaS support questions it handles
- Account and login questions. Explain password resets, invitations, roles and login options from your help articles. Requests to change an account, such as an owner transfer or deletion, are recorded and handed to staff rather than performed by the AI.
- Plan and seat questions, with math in code. When plans and per-seat prices are saved as items, seat totals, plan comparisons and price differences are computed by deterministic, currency-aware arithmetic and checked by the final verifier before the reply is sent.
- Proration it will not guess. A prorated charge depends on the customer's billing period, which lives in your billing system. Without that record the agent abstains: it says the team will confirm the amount and hands off, instead of quoting a number.
- SSO and onboarding how-to. Walk customers through setup guides step by step, including SSO configuration in your product, workspace setup and integrations. Users can attach a screenshot of an error and the agent reads it with the question.
- Billing and refund requests by policy. Explain your refund and cancellation policy and file a refund request for review with the reason attached. The AI never approves a refund itself, and your backend can receive the request as a signed webhook.
- Escalation with the trace attached. Incidents, bugs and disputes reach your team in the inbox, or as a ticket in Zendesk, Freshdesk or Intercom, with the conversation, the reason the agent stopped and the customer's history.
- Knowledge from your docs. Import help centre pages by URL or upload files, and add structured facts in the Open Knowledge Format. Re-import when the docs change. Questions the agent could not answer are listed as knowledge gaps for you to fill.
- In-app and community channels. Website widget, shareable chat link inside your product, Slack, Discord, email, WhatsApp and Telegram, all into one inbox with one contact history per customer.
A compound billing question
Illustrative flow, not a customer transcript. It assumes per-seat plan prices are saved as items in OctaDezx.
- 1. The question. "We are on Pro with 12 seats. What would 20 seats cost, and what will I pay this month if I upgrade today?" The message holds two requests, so it is planned as separate steps.
- 2. Seat total. The Pro seat price is looked up from your saved items and multiplied by 20 in code. The verifier checks that the figure in the reply equals the computed one.
- 3. Proration. The amount for the rest of this billing period needs the customer's subscription dates, which OctaDezx does not hold. That step abstains instead of estimating.
- 4. Handoff. The customer gets the seat total and a clear note that the team will confirm this month's charge. Your team receives the conversation and the reason in the inbox or helpdesk.
Plan, look up, calculate, verify
Single questions take the fast path. A message that asks several things at once is split into a plan of steps, and each step runs with only the inputs it needs: a lookup in your saved plans and policies, money math in code, and a final verifier that refuses any amount, promise or action no verified fact supports. If a step lacks evidence, the assistant asks a targeted question or hands off rather than filling the gap.
Every written reply then passes the brand safety check against your verified facts, and corrections your team makes become proposed lessons that only an owner can approve. The method and the current holdout safety measures are published.
Connect it to your product and backend
- Chat widget and chat link. Add the website widget with one script tag, or open the shareable chat link from your product's help menu. This is the in-app path available today.
- Headless Agent API. Start and continue conversations from your server at https://api.octadezx.com/v1, with statuses, handoff reasons, filed actions and optional Server-Sent Events streaming. Keep API keys server side.
- Signed webhooks. Receive HMAC-signed events for escalations, orders, appointments, voicemail and refund requests, and act on them in your own systems.
- MCP server. Let your support and success team read escalations, reply in thread and update knowledge from Claude, ChatGPT, Gemini, Cursor or your own agent.
- Node.js SDK. npm install @octadezx/sdk wraps the Agent API with streaming, signs user tokens and verifies webhooks. Version 0.1.0, MIT licensed.
- In-app messenger. npm install @octadezx/messenger puts the chat in your product with React bindings, and signed user tokens let the agent treat a signed-in customer as that customer. A Python SDK is in early access.
What it does not reach
- The agent does not query your billing system, subscription records or production database. Plan facts come from what you save in OctaDezx, so prorations, credits, invoice disputes and plan changes are handed to staff.
- The API covers conversations: the Agent API, the original message endpoints, devices and the messenger client endpoints. Turns are not idempotent, and billing, account and plan objects are not exposed.
- Chat visitors are anonymous unless your server signs a user token or hash for them. Even verified, the agent does not change accounts; keep account changes with your team.
- Helpdesk ticket creation covers Zendesk, Freshdesk and Intercom, plus a contact and ticket in HubSpot. CRM exchange with HubSpot and Salesforce is a reviewed, selected-record action, not continuous sync.
Frequently asked questions
- What is AI customer support for SaaS? An AI agent that answers your software customers' account, plan, billing and how-to questions from your own docs and price list, and hands account-specific work to your team. OctaDezx does this on your website, inside your product and on community channels, with escalation into your helpdesk.
- Can the AI answer billing and plan questions? Yes, from the plans and policies you save. It explains what each plan includes, compares plans and computes seat totals in code. It does not read your billing system, so invoice-specific questions go to staff.
- Does it calculate prorated charges? No. A prorated amount depends on the customer's billing period, which OctaDezx does not hold, so the agent abstains and hands the question to your team rather than quoting an estimate.
- How are seat totals calculated? By deterministic arithmetic over the per-seat price you saved, not by the language model. The final verifier checks that any figure in the reply matches the computed one before it is sent.
- Can it help customers set up SSO and onboard? Yes, by walking them through your own setup guides and reading screenshots of errors. It cannot change a customer's configuration or account; those requests are recorded and handed off.
- Is there an in-app AI support SDK? Yes. @octadezx/messenger, with React bindings, is published on npm at version 0.1.0 under the MIT license. You can also use the website widget or open the chat link inside your product, and call the Agent API and webhooks from your backend.
- Does it integrate with Zendesk, Intercom or Freshdesk? Yes. Escalations can open a ticket in Zendesk, Freshdesk or Intercom with the conversation attached, and HubSpot can receive a contact and ticket.
- How is OctaDezx priced for SaaS teams? Plans are based on AI messages, phone minutes and team seats, every plan includes every feature, and Enterprise is metered on actual use. There is no per-resolution fee.
Explore the connected tools
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- AI player support for games
- Ecommerce customer care
- SaaS billing, seats and proration guide
- Multi-step inquiries
- Integrations directory
- Plans and pricing
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