Your docs, finally doing the work.
TR-AI indexes your entire help center using semantic vector search combined with keyword search. When a ticket comes in, it finds the most contextually relevant article, section, or FAQ, even when the customer's phrasing doesn't match your documentation exactly.
- →Meaning-based and keyword search across all articles, FAQs and product docs — exact product names and error codes are found too
- →Auto-syncs when your documentation is updated
- →Handles paraphrased, misspelled, and multi-language queries
- →Confidence scoring per retrieved chunk
Knowledge Base
10,000 resolutions. All working for you.
Every ticket your team has ever closed is a data point. TR-AI learns from real resolutions — including edge cases, product-specific workarounds, and the nuanced answers that never made it into your docs. The more tickets you close, the smarter it gets.
- →Indexes full ticket history including agent notes and resolution steps
- →Learns from edge cases and one-off workarounds
- →Continuously updated as new tickets are resolved
- →Deduplicates and clusters similar resolutions for accuracy
Past Resolved Tickets
When internal sources aren't enough.
Some tickets require information that doesn't exist in your knowledge base yet — a new product bug, a third-party integration issue, or a platform-wide outage. When your KB and past resolutions can't answer well enough, TR-AI first reads the matching pages of your approved domains directly — sitemaps, help-center search and status pages — at no extra search cost. Paid web search across the same allowlist is only the last resort, and every source is checked for accuracy and credibility before it is used in a resolution.
- →Live site search of your approved domains first: official docs, help center and status page (free)
- →Paid web search only as the last resort, limited to your allowlist
- →Source credibility scoring — no hallucinated answers
- →Automatically disabled for sensitive or private ticket types
Web Intelligence
Stop sending stale answers to known bugs.
TR-AI ingests your changelogs, status pages, Jira, and Linear as a live fourth retrieval source. When a ticket matches an open known issue, the engine auto-drafts an incident status reply for admin approval — and cites resolved issues as evidence when a fix has already shipped.
- →Connects to RSS/Atom changelogs, Atlassian Statuspage, Jira, and Linear
- →Freshness boost: items < 7 days old score 1.3× higher in retrieval
- →Open known issues trigger an admin-approvable incident draft — not an auto-send
- →Resolved items stay citable: "this was fixed in v2.3" — retracted items are excluded entirely
Release Feed
Answers that match your product's exact UI.
TR-AI logs into your product with the credentials you provide, crawls up to 1,000 authenticated pages, and builds a domain knowledge base from your actual product interface. Answers reference the exact button names, menu paths, and workflows your customers see — not generic documentation.
- →Authenticated crawl — accesses pages behind your product login
- →Up to 1,000 pages crawled per training run
- →Learns UI terminology, workflows, and error states from your live product
- →Re-train any time your product UI changes
Product Domain Knowledge
Resolution Engine
How TR-AI decides what to send.
TR-AI doesn't just retrieve — it synthesizes. Here's what happens between ticket arrival and resolution.
Classify
Intent classification determines ticket type, urgency, and which sources to query.
Retrieve
Parallel queries across all five sources — KB, history, web, release feed, and product domain knowledge — return ranked, freshness-boosted candidates.
Synthesize
The resolution engine merges the best signals into a single coherent response.
Threshold
If confidence is below your set threshold, the ticket is escalated to a human agent.
Send
The response is sent (or queued for review) with a full audit trail attached.
Actions & channels
Not just answers — actions, chat and phone.
Write your policies in plain English, connect your live systems, and let TR-AI answer on your website and on the phone too.
Procedures
Plain-English procedures that take action
Describe a policy step by step — “find the order, give tracking if it shipped, offer to cancel if it’s under 24 hours old, never refund over $100 without a person”. TR-AI follows it using live data. Lookups run instantly; changes and refunds wait for approval and respect your amount caps.
Bronze and Growth Pro
Connectors
Shopify, Stripe, Jira and MCP, ready to go
Look up orders, tracking, customers, invoices and subscriptions, cancel or refund with approval, and file Jira issues. On Growth Pro, connect any MCP server and choose the risk level of each of its tools. Credentials are encrypted and customers can only see their own records.
Bronze and Growth Pro (MCP: Growth Pro)
Chat widget
Live chat on your website, answered by TR-AI
Paste one script tag. Visitors get instant answers from your knowledge base; when TR-AI can’t help or they ask for a person, the chat becomes a ticket in your help desk with the full transcript. Only the websites you allow can use it.
All plans
Voice agent
Answer the phone with the same engine
Connect your Twilio number. Callers ask questions by voice and get spoken answers from your knowledge base. When TR-AI can’t help, the call is transferred to your team in business hours, or a voicemail becomes a ticket.
Growth Pro
AI drafts
Procedures drafted for you
Describe a policy in a sentence, or pick a recurring request TR-AI found among your human-resolved tickets, and get a complete procedure draft. Drafts are saved switched off; test them on five past tickets and ask TR-AI to improve them from real runs.
Bronze and Growth Pro
Live chat
A real person, right in the chat
During your live-chat hours, a hand-off keeps the chat open: your agent replies on the Zendesk or Freshdesk ticket and the reply shows up in the widget, with “Sam from Support joined”. If nobody answers in time, the visitor is told you’ll reply by email. All 8 help desks receive hand-off tickets with the full transcript.
All plans
Messaging
SMS, WhatsApp and Messenger
Connect your Twilio account for SMS and WhatsApp, or a Facebook Page for Messenger. Customers get answers in the conversation; STOP, START and HELP are honoured, and asking for a person creates a ticket with the transcript. Phone numbers are stored only as a hash and a masked display.
Bronze and Growth Pro
Voice extras
Text the link, transcribe the voicemail
On a call, TR-AI can offer to text the caller the links from its answer — only after they say yes. Voicemails can be transcribed and added to the hand-off ticket.
Growth Pro
Slack & Teams
Answer in Slack and Microsoft Teams
TR-AI answers @mentions, DMs and the channels you choose, always in the thread, with the same knowledge and 82% auto-send rule. A teammate replying in the thread (or an emoji reaction in Slack) takes the conversation over. Works as a customer channel or an internal helpdesk.
Bronze and Growth Pro
Instagram DMs
Answer Instagram direct messages with the same engine as Messenger, within Meta's 24-hour window, with a hand-off ticket when the customer wants a person.
Bronze and Growth Pro
Proactive messages
Tell customers before they ask
Write one incident notice, let TR-AI find the affected tickets and conversations, review the list and send. The all-clear goes to the same people when it's fixed. Optional check-ins on quiet conversations close them politely if the customer doesn't reply.
Bronze and Growth Pro
Voice upgrades
A phone agent that listens better
Callers can interrupt; "uh-huh" doesn't cut the answer off. Choose a speech model, add a pronunciation glossary, switch language mid-call, hand angry callers to a person, place outbound calls with do-not-call rules, watch live calls and take one over, and ask for a 1–5 rating at the end.
Growth Pro
Commerce connectors
Returns, subscriptions and orders
Loop Returns, Recharge, Skio, WooCommerce, BigCommerce, Chargebee, Paddle and Recurly join Shopify and Stripe. Customers can only reach their own records, and every change waits for approval.
Bronze and Growth Pro
Shopping assistant
Product recommendations in the chat
The chat widget suggests products from your Shopify catalog as cards with price, link and an add-to-cart link, and can offer a single-use discount code within the limits you set.
Growth Pro
More knowledge
SharePoint, Google Drive, Guru and Document360
Sync SharePoint / OneDrive, Google Drive, Guru and Document360 into your knowledge base, next to your website, Confluence and Notion. Only changed documents are re-read.
All plans (counts toward your plan's knowledge sources)
SOP to procedure
Turn your SOPs into procedures
Upload a PDF, Word or text SOP, or point to a page, and TR-AI drafts procedures for you to review. Drafts stay switched off until you turn them on.
Bronze and Growth Pro
Social & reviews
Comments and reviews, answered
Draft (or, if you choose, post) replies to comments on your Facebook and Instagram posts, and draft replies to new Google and Trustpilot reviews for you to approve.
Bronze and Growth Pro
ChatGPT app
Your support inside ChatGPT
Customers can add your support as an app in ChatGPT: it answers from your knowledge base and can open a ticket for them. Read-only, rate-limited and never account actions.
All plans
Support inboxes
One workspace, many support addresses
Run several support e-mail addresses, each with its own name, signature, reply-from address and (with multibrand) brand.
All plans
Templates
Industry starter packs
One-click packs for ecommerce, SaaS, fintech, travel and IT helpdesk: procedures (off until you review them), escalation rules, triage intents and a brand voice.
All plans
Sales
Lead qualification
Prospects get their question answered, then your qualifying questions one at a time. Each lead is scored hot, warm or cold, written to HubSpot or Salesforce, and hot leads are sent to sales.
Growth Pro
Sales
Meeting booking
Offers three free slots in the visitor's time zone from your reps' calendars in your own Google Workspace or Microsoft 365 — connected once by your admin, no rep sign-in needed (round-robin, buffers, working hours) and books with a Meet or Teams link — or shares a Calendly / HubSpot Meetings link.
Growth Pro
Retention
Save offers before cancellation
Before a subscription is cancelled, TR-AI asks why once and offers your alternatives — pause, downgrade, skip an order or a capped coupon. Save rate is tracked.
Growth Pro
Payments
Hosted payment links
Sends Stripe, Shopify or Chargebee hosted payment pages for invoices, upgrades and deposits. Card details are never asked for in chat or on calls; custom amounts need approval.
Growth Pro
Channels
Opt-in SMS & WhatsApp notices
Turn on proactive incident notices and check-ins for SMS and WhatsApp. Phone numbers are stored encrypted only while the setting is on, and erased when you turn it off.
Bronze+
Known issues
Known-issue replies on every channel
New tickets on help desks, email, chat, messaging and voice are matched to active known issues. A match gets a “known issue, being worked on” reply with the workaround and ETA if set — the ticket stays open, linked to the issue.
All plans
Known issues
Find affected customers already waiting
When you create an issue, TR-AI finds matching open tickets from recent days and shows you the list; nothing is sent until you approve.
All plans
Known issues
Automatic update when it’s fixed
Mark the issue resolved and every affected customer is told on their own channel — sent once per ticket, rate-limited and retried. Tickets close by your policy: right away, after the customer confirms, or after a few quiet days.
All plans
Known issues
Possible known issues, suggested
Spikes of similar tickets, the AI analyst and repeated failing answers raise draft known issues with sample tickets for you to confirm — never published automatically.
Bronze+
Domain learning
Step-by-step product workflows
From the screens it explored and your help articles, TR-AI writes how-to workflows with exact menu paths, field names and buttons. Review, edit or switch any workflow off; your edits are never overwritten.
All plans
Quality & insights
Know it's working — and what to fix next.
Four tools that test every change, organise every ticket, score every reply and show where automation pays off next.
Regression tests
Test every change before your customers do
TR-AI keeps a version history of every setting that changes answers. Save a test set from your recent sent replies and rerun it after any change or re-crawl — each case is marked improved, unchanged or regressed, with old and new answers side by side.
All plans
Smart triage
Intent, sentiment and key details in your help-desk fields
Every new ticket gets your own intents, sentiment, urgency, language and details like order numbers, error codes and plan names — written straight into Zendesk or Freshdesk custom fields and tags, ready for your views, SLAs and macros. No extra AI cost.
Bronze and Growth Pro
Quality score
A quality score for every reply — AI and human
Every sent reply is scored 0–100 on accuracy, completeness, clarity, tone, policy and resolution against a rubric you can edit. Reopens and low CSAT pull the score down. See AI vs humans, per-agent results and the conversations that need attention.
Bronze and Growth Pro
Topic insights
See what customers ask — and what to automate next
Tickets are grouped into topics with volume, trend, auto-resolution rate, knowledge coverage and an estimated CSAT. An “Automate next” list tells you whether to write an article, review drafts or add an action.
All plans
Brand voice
Every reply sounds like you
Choose the tone, formality, reply length, words to use and avoid, greeting, sign-off and emoji. A live preview shows a sample reply; instructions that try to override safety rules are removed.
All plans
Multibrand
Several brands, one workspace
Each brand gets its own voice and its own knowledge sources. Tickets are matched to a brand by Zendesk brand, Freshdesk product, recipient address, widget or phone number.
Growth Pro
Experiments
Live A/B tests of engine settings
Send 5–50% of live tickets to a variant — different thresholds, web search settings or knowledge sources — and compare auto-resolution, review, triage and failure rates with significance tests. A variant with a worse failure rate stops itself; the winner rolls out in one click. Safety settings can never be changed by a test.
Growth Pro
Copilot extension
Copilot next to every ticket
Install the Chrome / Edge extension, pair it with a code from the dashboard, and see suggested replies with sources beside the ticket in Zendesk, Freshdesk, Intercom, HubSpot, Salesforce, Zoho Desk, ServiceNow or Jira Service Management.
All plans
Screenshots
Reads the screenshot, not just the text
When a customer attaches screenshots, TR-AI reads the error messages and screen labels in them and uses them to find the answer. Images are treated as customer content, never as instructions.
All plans
Live translation
Agents can work in any language
In the copilot and the browser extension, translate the customer's messages into your language and your reply into theirs, with product names and links kept as written.
All plans
Article publishing
From knowledge gap to published article
TR-AI drafts articles for the questions your knowledge base doesn't cover. Publish one to Zendesk Guide, Freshdesk, Intercom or Salesforce Knowledge in one click, as a draft or live.
All plans
Customer memory
Remembers each customer — from your team's work
Customer summaries are built only from tickets your team resolved, so TR-AI never learns from its own answers.
All plans
Simulated customers
Test with AI customers before real ones
Describe a customer, their goal and what a good outcome looks like. An AI customer holds a full conversation with TR-AI and every check is graded, so you see what works before you go live.
All plans (daily limits by plan)
Staged releases
Change settings safely
Bundle setting changes into a release, test it against your regression suite and simulated customers, roll it out to chosen topics first, publish in one step and roll back if needed.
All plans (topic roll-out: Growth Pro)
AI analyst
Ask your support data anything
Ask "why did auto-resolve drop last week?" and get numbers and a chart. An hourly monitor spots drops and spikes, names the likely cause and suggests a fix; daily or weekly digests by e-mail.
Bronze and Growth Pro
MCP server
Use TR-AI from Claude, ChatGPT and Cursor
Connect AI tools to TR-AI with an API key: search your knowledge base, get answers, read metrics, list knowledge gaps and add articles, within the scopes you allow.
Growth Pro
Decision traces
See every step behind an answer
Each ticket has a timeline: what was searched, which sources scored how, which checks ran, what it cost and why it was sent, held or escalated.
All plans
Trust controls
A second check before sending
An optional supervisor check reviews every automatic answer against your policies before it goes out, and audit events stream to your SIEM (webhook, Splunk or Datadog).
Growth Pro
AI-agent detection
Know when a bot is asking
TR-AI spots AI agents writing in on a customer's behalf and applies your policy: answer, require verification for account actions, or hand off.
All plans
Predicted CSAT
A satisfaction estimate for every conversation
Predicted CSAT with reasons for AI and human conversations, compared with real ratings where you have them.
Bronze and Growth Pro
Agent assist
A plan, replies and fields for every ticket
The copilot suggests a step-by-step plan, approved replies and macros that fit, and values for your ticket fields.
All plans
Workforce planning
How many people you'll need
A 14-day forecast of the tickets that will need a person, hour by hour, with a staffing suggestion and CSV export.
Bronze and Growth Pro
IT helpdesk mode
Support for your own employees
Use TR-AI as an internal IT helpdesk: employees on your domains are recognised, and IT procedures (access, password, hardware) run with approvals.
All plans
Pay per resolution
Pay only for answers that worked
An optional plan with a platform fee plus a price per verified resolution. Answers the customer says didn't work, reopened tickets and repeat questions are never billed.
Optional plan
Screenshots
Screenshots on every desk and in chat
Images attached in Zendesk, Freshdesk, Intercom, HubSpot, Salesforce, Zoho Desk, ServiceNow and Jira are read; widget visitors can paste or upload up to three images per message.
All plans
Memory
Customer memory on all desks
Customer summaries are built from tickets your team resolved in any of the eight help desks — never from AI answers.
All plans
Revenue
Revenue analytics
Leads by score and channel, meetings booked, saves versus cancellations, and payment-link conversion and revenue.
Growth Pro
Security
OAuth sign-in for AI tools
Claude, ChatGPT and other AI tools connect to the MCP server and the ChatGPT app with standard OAuth sign-in and consent; API keys keep working.
Growth Pro (MCP) · All plans (ChatGPT app)
Domain learning
Product map from a real browser
Signed in with your demo account, the explorer opens menus, tabs, “load more” and detail dialogs (never action buttons) and records a card per screen: menu path, fields, buttons, table columns and help text, with personal data masked.
All plans
Domain learning
Incremental re-training
Each screen type keeps a stable fingerprint, so re-training only re-processes screens that changed — and a product that didn’t change costs no AI calls.
All plans
Accuracy
Keyword + meaning scoring
Exact terms like error codes and product names now add to similarity instead of competing with it, and the chunks reach the AI in ranked order. Right article ranked first: 91.7% → 94.5% on our internal 109-question benchmark.
All plans
Accuracy
Cleaner crawling
Repeated footers, cookie text, sidebars and “related articles” lists are removed, sections keep their headings, and pages that declare the same canonical URL are crawled once. Answer passage in the top 3: 93.6% → 95.4% on the same benchmark.
All plans
Known issues
Known issues dashboard, API & feed
A dashboard with status stages, affected-ticket list and timeline; a public JSON status feed; REST API, outbound webhooks and an MCP tool for known issues.
All plans
Integrations
Works with your existing stack.
See all five sources in action.
Book a 20-minute demo and watch TR-AI resolve a live ticket from your own queue — including product domain knowledge matching.
Book a Demo