The failure mode of support AI isn't a wrong tone — it's confident answers about things it was never told. Orqana agents answer from knowledge you attach and escalate everything else.
Grounded in knowledge you attach
Unknowns go to a human, not a guess
Support access isn't sales access
You attach the docs, policies and macros the agent may use. When the answer isn't in there, the agent says so and hands off rather than improvising.
Start where volume is high and risk is low, then expand.
Refunds, cancellations, security reports, legal threats, and anything involving a named account exception. Those are escalation rules in the brief, and they take precedence over everything else the agent was asked to do.
Let the agent write every first reply and send none of them. Trust arrives faster than you'd expect.
Support is one of the few functions where you may need to reconstruct exactly what a customer was told. Every agent run stores the input, the decision, the tools used and the output, and access can be revoked instantly per app or per agent.
Support automation is high-volume, so run allowances matter more than seat counts. Starter is free to prove the pattern, Pulse covers a small team's steady volume, and Pro is sized for a support queue running all day. Pricing lists the exact monthly run allowances.
It answers from the knowledge you attach and cites the source. When the answer isn't there, the brief tells it to escalate with a summary rather than improvise — and you can see every one of those cases in the activity log.
Once the relevant system is connected, yes, within the scopes you grant that agent. Google Workspace is live today; helpdesk and CRM integrations are in build.
Those become explicit escalation rules in the brief, and any write or outbound action can require approval. The agent's own judgement never overrides an escalation rule.
Cost tracks monthly agent runs rather than seats. Starter is free for proving the pattern, Pulse suits a small team's steady volume and Pro is sized for an all-day queue; exact allowances are on the pricing page.
Free to start. No credit card, no setup calls, no engineering ticket.