Blog
Customer support, written by people who built the thing.
Meta's rules change, peak season arrives whether you are ready or not, and most of what is written about both is guesswork. These are the notes we would have wanted.
What an AI support agent actually costs per resolution
Per-resolution pricing gets more expensive exactly as the agent improves. The arithmetic, and what to ask before you sign.
Why AI chatbots invent return policies
A bot stating a policy you do not have is a retrieval failure with a model-shaped symptom. Why it happens, and the three things that stop it.
What WhatsApp Business API really costs
The subscription is the smallest part. Meta charges separately, most platforms mark that up, and the total is routinely several times the headline price.
Check how you leave before you sign
The angriest reviews of support software are almost never about features. They are about a subscription that would not stop. How to check first.
Connecting a Shopify catalogue to an AI support agent
An agent that guesses at prices is worse than no agent. What it needs to read, what that access costs you, and the ownership check most setups skip.
The first Black Friday where every reply costs money
Black Friday is 27 November. Meta starts charging for in-window replies on 1 October. Peak volume has never carried a per-message cost before — what that changes.
Returns and refunds: where automation should stop
About one in five online orders comes back. Some of that queue should be automated and some absolutely should not — and the line is more useful than the tooling.
Answering “where is my order” on WhatsApp, within Meta’s rules
WISMO is up to 40% of ecommerce support and the obvious thing to automate. Automating it is allowed — one sentence in Meta’s policy decides whether your setup is compliant, and most are not.
WhatsApp service messages become billable on 1 October 2026
Every reply your agent sends inside the 24-hour window has been free since November 2024. That ends in October. Here is what changes, what stays free, and what it costs a store doing 2,000 orders a month.
Start with 50 messages, free.
No card, no trial timer. Point the agent at your own site this afternoon.
50 messages free. No card.