We think the future of customer support is autonomous. AI can now reliably answer questions that have been answered before and instantly verify bug reports, without sacrificing the user experience. This means that humans can finally move on to help customers who really need them.

To support you through this transition, we have shipped hundreds of improvements to the Productlane Support Agent over the last few months, and today we’re launching the largest one yet.

Deploy the agent to all your channels

You can now preview responses and deploy the agent per channel, and it will start picking up conversations like a new team member. Across our customers, we currently have a 65.3% resolution rate, and it’s increasing every week. The best part is that it’s completely free up to 25 resolutions a month on Starter, 50 on Pro, and 100 on Scale. Everything after that is $0.79 per resolution. Pick your channels here and let the agent start saving you time.

Let the agent close conversations

When the agent is deployed on your support channels and confident it solved the problem for the customer, it closes the thread itself. Your daily triage is then only the customers that still need you. The notification in your Slack channel now contains the agents reply so you will still see what‘s happening.

Intelligent handoff

The agent works from two entry points. The first is your support channels from above, the second is the dedicated AI Chat on your Help Center and Widget. Threads from there are marked done by default, and now we added the possibility for the agent to escalate those to a human if they weren’t resolved.

Image annotations

The agent can now mark up the screenshots in your help center, so an answer shows the customer exactly which button to click. Getting those screenshots there is a job for your coding agent. Point it at the Productlane MCP and build a skill that captures your help center screenshots with good demo data. Make it a routine and they stay current. Ideally make the articles Agent only so it doesn’t flood your customer facing docs.

User-facing timeline events

Linear issue status now shows up in the live chat and AI chat, so a customer can watch their requests move. They see todo, in progress, and done. The status never moves backwards, and cancelled work stays hidden. A merged PR shows up too, and none of it sends a notification. Set up a workflow in Linear where your coding agent picks up small bugs, and your customers can watch it live.

How to get started

We’re really excited about helping to make your support autonomous and saving you hours of work, and we’ll continue improving the resolution rate of the agent every week. To get started, you will just need to:

1. Import your help center
   Move your help center to Productlane to make it self-updating from GitHub, Linear, and your conversations.

2. Deploy the agent
   Select the channels you want to deploy the agent to here.

After that, you can improve the agent continually by adding custom connectors or a complete map of your product with screenshots as an internal doc for your agent.