Hi, my order #4821 arrived but the linen jacket is too small. What’s your return policy?
Answer technical pre-sales questions in seconds, without an SE on the call
Prospects email and chat about APIs, integrations and security before they talk to sales. Your AI agent answers from your docs in seconds, and serious buyers go to your sales team with the thread attached.
7-day free trial · No card required
Powering support for growing teams
Pre-sales support in numbers
Technical pre-sales is when a prospect checks that your product fits their setup, with questions about APIs, integrations, security and limits. Neo answers these by email and in the chat widget from your documentation, at any hour, and routes buyers who are ready to talk to your sales team.
- answers across time zones
- 24/7
- languages Neo replies in
- 50+
- to set up, without a developer
- 20 min
The problem
Buyers wait days for simple technical answers
An engineer evaluating your product wants to know if it fits their stack. If the answer needs a sales call booked for next week, they try a competitor whose docs are easier to find. Meanwhile the questions pile up in a shared sales@ inbox that nobody owns.
Answers from your docs
Neo reads your API reference, guides and changelog, plus any page you point it at, and answers with the exact detail the prospect asked for. New pages are available to it in seconds.
Security and compliance questions
Point Neo at your security page and policies, and it answers questions about data handling, SSO and compliance. If the answer isn’t there, it asks your team instead of guessing.
A sales inbox with its own rules
Keep sales@ separate from support. Each inbox gets its own AI settings, so Neo can answer pre-sales questions one way and support tickets another.
Serious buyers go to sales
Rules route by topic or by a custom field like team size, so a question about volume pricing or a contract reaches your sales team with everything discussed so far.
Engineers join with context
When a question needs a sales engineer, @mention them in a private note. They read Neo’s summary instead of the whole thread, and collision detection stops two people replying.
Follow-ups that don’t slip
Snooze a conversation until the trial ends and it comes back to the queue on time. Scheduled replies go out in the prospect’s time zone.
The agent
One agent.
One agent.
The whole customer journey.
Email, live chat, and social all land on the same agent. It remembers the customer across every one of them and follows the same rules everywhere.
01 — Resolution
Resolves tickets end-to-end.
It pulls the order, checks your refund policy, and takes the action — refund, replacement, new address. It reads the photos people attach, then tags the thread and closes it.
- Refunds
- Returns
- Orders
- Shipping
02 — Retention
Saves subscribers from churn.
When someone clicks cancel, it offers what you told it to offer: a discount, a pause, a skipped delivery. Every save and every reason writes back to your subscription tool.
- Cancels
- Pauses
- Frequency
- Billing
03 — Revenue
Converts before they bounce.
It knows your catalog and your reviews. When a shopper stalls at checkout with one last question, it answers in your voice and points them at the product that actually fits.
- Presale
- Sizing
- Matching
- Recovery
Setup
Live in about 20 minutes
Train Neo, test it on real questions, then turn it on across your channels. You don’t need a developer.
Voice config
Memory store
Order history Past threads Customer profile
Sources ingest
Sales agent agent
Qualify
Works out what they are shopping for
Recommend
Picks the fit from your catalog
Recover
Answers the question blocking the cart
Support agent agent
Understand
Reads the order and the intent
Decide
Checks policy, picks an action
Reply
Guardrails check
5 scenarios
Testing as Floyd Miles
Where is my order?
Reads the order, quotes the live tracking state
Cancel my subscription please.
Offers a pause before it processes the cancel
Do you ship to Portugal on Sundays?
No shipping rule covers this — needs an answer
My package arrived smashed.
Damage claim, waiting on the escalation rule
Can I swap the size before it ships?
Checking the fulfilment window before it edits
9 channels
One agent, live wherever customers reach you
Live chat widget
Email
WordPress
WooCommerce
Shopify
WhatsApp
Messenger
Slack
Embed / iframe
Automation rate
Optimize55% 18%
Resolved
Total volume
Involvement rate
73% 0.5%
Involved
Total
Resolution rate
76% 4.3%
Resolved
Involved
CX Score
Report63% 1%
5 4 3 2 1
Positive CX reasons
Answer quality Product feedback Low user effort User emotion Policy feedback Agent quality
Negative CX reasons
User effort Answer quality User emotion Policy feedback Product feedback Agent quality
Performance funnel
Before and after
What changes with ThriveDesk
| When | Without ThriveDesk | With ThriveDesk |
|---|---|---|
| API question at midnight | Waits for a sales engineer | Neo answers from the docs |
| Is SSO supported? | A demo booked for next week | Answered by email or chat, with the link |
| Ready to buy 200 seats | Mixed in with support tickets | Assigned to sales with the context |
| Question only an engineer can answer | Forwarded around by email | A private note @mentions the engineer |
| Check in when the trial ends | Someone has to remember | Snoozed until the date, then back in the queue |
Testimonials
“ ThriveDesk is really easy to use while being super effective. I can say without a doubt that ThriveDesk is the best live chat software for small businesses. ”
“ The ThriveDesk team truly exceeded expectations with their exceptional work on integrating SureCart. Their dedication resulted in a powerful integration that surpassed all our requirements. ”
“ As our business and list of clients grew, user classification data became vital for us. We needed to serve our premium customers first to keep our business running. ”
“ At some point, we were paying top dollar yet not all our support requirements were being met. After some digging, we found ThriveDesk. ”
“ I love ThriveDesk so much. It’s easy to use and user friendly — the best choice for anyone who wants to modernize a classic support system and get live chat built in. ”
Muslims Day
“ The performance of ThriveDesk is very good, and it’s intuitive. I just tried the AI chatbot — add a few knowledge base articles and it’s answering mostly correctly. ”
Channels
Answer buyers where they ask
Technical buyers email your sales address, open the chat on your pricing page or read your docs first. Neo covers all three.
Forward sales@ into ThriveDesk. Neo answers the technical questions and routes the buying ones to your team.
Chat widget
Prospects on your pricing or docs pages ask Neo directly and get an answer with a link to the right page.
Help center
Public docs on your own domain that buyers can read, Google can index and Neo learns from.
Good to know
When this isn’t the right fit
- Your docs don’t cover the technical detail buyers ask about.
- Every deal needs a custom architecture review.
- Your product is simple enough that nobody asks technical questions before buying.
What is technical pre-sales?
The part of the buying process where a prospect checks that a product fits their setup, with questions about APIs, integrations, security and limits. It usually falls to sales engineers or support.
Can AI answer technical pre-sales questions?
Yes, when the answer is in your documentation. Neo answers by email and chat from your docs, links the page it used and hands anything it can’t answer to a person.
Can Neo answer from our API docs?
Yes. Add your docs as a source or point Neo at the URLs, and it answers from them, pointing to the right page when it helps.
Can Neo answer security and compliance questions?
It answers from what you’ve published, like your security page, policies and data processing terms. It won’t claim a certification you don’t list, and it passes anything it can’t find to your team.
How do qualified leads reach our sales team?
Set a rule for the topics that matter, like pricing for large teams or contracts, and those conversations are assigned to your sales team with Neo’s summary attached.
Can we keep sales and support in separate inboxes?
Yes. Each inbox gets its own AI settings and routing rules, so sales@ and support@ can work differently while customer history stays in one place.
What if Neo isn’t sure?
It hands the conversation to your team instead of guessing.
More use cases
See all use cases
