Hi, I can’t log in and need to reset my password. I normally sign in with Google, if that matters.
AI ticket resolution that knows when to hand off
Your AI agent closes routine tickets end to end. When it can’t answer with confidence, it passes the ticket to your team with the full context instead of guessing.
7-day free trial · No card required
Today
A Alex Chen 9:14am
Neo called search_knowledge ("reset password", "Google sign-in")
Running…
1 article · Reset your password 0.6s
Neo called get_contact (alex.chen@example.com)
Running…
Active account · signs in with Google · 2 past conversations 0.4s
Neo called check_sla (Standard plan, low priority)
Running…
First reply due in 8h · on track 0.2s
Hi Alex, since you sign in with Google, your password is managed by Google. Reset it in your Google account, then use “Continue with Google” on our login page.
The full steps are in this article. If it still doesn’t work, reply here and a teammate will take over.
Help center · Reset your passwordNeo marked this conversation Closed
Today
M Maya Patel 10:02am
Hi, where’s my refund? I sent the jacket back over a week ago and haven’t seen anything yet.
Neo called get_order (maya.patel@example.com)
Running…
Order #4821 · refund of $148.00 issued Mar 18 0.7s
Neo called get_payment (order #4821)
Running…
Refund succeeded Mar 18 · Visa •• 4242 0.5s
Neo confirmed both sources match: the refund already went out
Neo called search_knowledge ("refund timeline")
Running…
1 article · Refund timelines 0.5s
Hi Maya, your refund of $148.00 went out on Mar 18 to your Visa ending 4242, so nothing is stuck on our side.
Card refunds take 5 to 10 business days to show, depending on your bank. If it isn’t there by Apr 1, reply here and we’ll chase it.
Help center · Refund timelinesNeo marked this conversation Closed
Today
P Priya Nair 11:40am
I was charged twice for order #5107. Please refund the extra charge.
Neo called search_knowledge ("charged twice", "duplicate charge")
Running…
No article covers this case 0.6s
Neo called get_payment (order #5107)
Running…
1 order · 2 card charges of $64.00 0.5s
The second charge could be a payment retry that drops off, or a real duplicate. I didn’t refund or promise anything. Can someone on billing check it?
Billing · Order #5107 Needs review
- Charge 1
- $64.00 · Mar 20, 11:02am
- Charge 2
- $64.00 · Mar 20, 11:03am
- Payment
- Visa •• 1881
- Order total
- $64.00
Neo called notify_team
Sending…
Alert sent to #billing on Slack and Discord Sent
Neo assigned this conversation to Billing team
Thanks, Priya. Someone from our billing team is checking both charges and will reply here.
Powering support for growing teams
How it works
What happens to each ticket
Every new email, chat or WhatsApp message goes to Neo first. It answers the tickets your help center and the customer’s own data can settle, and hands the rest to a person with its notes attached.
- 01
Starts when a ticket lands
The moment a message reaches ThriveDesk, Neo reads it along with the customer’s profile, orders and past conversations. Nothing waits for someone to work down the queue.
- 02
Decides: resolve or hand off
Neo answers only when your help center and the customer’s data give it a clear answer. When the cause is unclear or a rule says a person should take it, it hands off.
- 03
Closes or hands over cleanly
Routine tickets close with a reply that links the article it came from. The rest go to the right teammate with the question, what Neo checked and why it stopped.
Before and after
What changes with ThriveDesk
| When | Without ThriveDesk | With ThriveDesk |
|---|---|---|
| A routine question arrives | It waits until someone works down the queue | Neo answers within minutes, day or night |
| A saved reply almost fits | The agent pastes it and hopes | Neo checks the customer’s details and sends steps that fit |
| The usual answer is wrong this time | The same reply goes out anyway | Neo spots the difference, or hands off |
| Five people on shift | Five slightly different answers | One answer, taken from your help center |
| Pressure to close tickets fast | Guessed answers that reopen a day later | Neo says it isn’t sure and hands off with context |
| The customer says it didn’t work | The same macro, and the loop starts | The ticket goes to a person with the thread attached |
Your rules
Your team decides how it works
Your team trains Neo on your content, writes its rules in plain words and checks its work from the AI tools they already use.
01
Train it on your content
Point Neo at your help center, website, FAQs and past conversations. Publish a new article and Neo can use it within seconds.
Website
Website
We crawl your public pages, so pricing, policy and product answers come from what you already publish.
Help Center
Help Center
Every published article becomes an answer it can give, with a link back to the doc it came from.
FAQ
FAQ
Question and answer pairs you write by hand, for the rules and exceptions that live nowhere else.
Conversations
Conversations
Past tickets teach it your voice, and the edge cases your docs never got around to covering.
02
Write the rules in plain words
Write Neo’s instructions, pick its voice and switch on guardrails like refund limits and topics that always go to a person. The same rules apply on every channel.
Voice config
Memory store
Order history Past threads Customer profile
Support agent agent
Decide
Checks policy, picks an action
Reply
Guardrails check
03
Check its work over MCP
Connect Claude, ChatGPT or Cursor to ThriveDesk MCP. Search conversations, open any thread Neo answered and look up your help center for gaps, from the assistant you already use.
- Claude
- Claude Code
- ChatGPT
- Cursor
- VS Code
- Any MCP client
ThriveDesk MCP mcp.thrivedesk.com 28 actions · runs as you
- Conversations 14
- Contacts 3
- Live chat 5
- Reports 2
- Knowledge base 1
- +4 more areas
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. ”
What is AI ticket resolution?
An AI agent reads a new ticket, works out the answer from your help center and the customer’s data, replies and closes it. Tickets it can’t settle go to a person. In ThriveDesk that agent is Neo.
How does Neo decide whether to answer or hand off?
It answers when your help center and the customer’s data give it a clear answer. It hands off when the cause is unclear, when no article covers the case, or when one of your rules says a person should handle it, like a refund above your limit or a damage claim.
What happens when Neo hands off?
The ticket goes to the right teammate or team with a summary: the question, what Neo checked and why it stopped. The customer is told a person is on it, so nobody has to ask them to repeat themselves.
What does Neo learn from?
Your help center articles, web pages you point it at and your past replies. New content is available to Neo in seconds, so keep your articles current and its answers stay current too.
Can I test Neo before it answers customers?
Yes. Ask it real customer questions in the AI Playground, check each answer and the sources it used, then turn it on for the channels you want.
Is this the same as ticket deflection?
They work together. Deflection answers a question before it becomes a ticket, through your help center and the chat widget. Resolution closes a ticket once it exists. ThriveDesk does both, and Neo handles the routine tickets that still come in.
More use cases
See all use cases
