AI-Native Customer Support

Three Flows.
One Platform.

merrily organizes your customer relationships around three core flows: Conversations that get resolved, Insights that get shipped, and Customers who become advocates.

FLOW 1

Conversation Flow

Every conversation moves through a clear lifecycle. No black holes—customers always know they've been heard.

Incoming
Customer reached out
Understood
AI categorized it
Responding
Team engaged
Resolved
Issue fixed
Closed
Loop closed

Unified Inbox

Every conversation in one place—email, chat, widget. Filter by status, assignee, channel, or urgency.

Smart Assignment

Route conversations to the right person based on content, customer segment, or load balancing.

SLA Tracking

Set response time targets. Get alerts before you miss them. Track team performance.

Collision Detection

See when teammates are viewing or typing. No duplicate responses, no stepped-on toes.

Keyboard-First

Navigate, triage, and respond without touching your mouse. Built for speed.

Rich Replies

Markdown, code blocks, images, attachments. Communicate clearly, whatever the medium.

FLOW 2

Insight Flow

Insights without action are useless. Track from first signal to shipped feature to customer notification.

1
Signal
2
Pattern
3
Validated
4
Prioritized
5
Shipped
6
Communicated

AI Clustering

Patterns emerge automatically. See '47 users mentioned export issues' without reading every message.

Sentiment Tracking

Track how customers feel about specific features over time. Spot drops before they become churn.

Impact Scoring

Not all feedback is equal. Understand which issues affect the most users and revenue.

Roadmap Links

Connect insights directly to your roadmap. Know exactly which customers requested what.

Ship Notifications

When you ship a feature, automatically notify everyone who asked for it.

Trend Alerts

Get notified when new patterns emerge. Catch problems early, before your inbox explodes.

FLOW 3

Customer Story Flow

Customers aren't tickets. They're relationships that grow. Watch them progress from anonymous to advocate.

Anonymous
Just an email
Known
Profile built
Engaged
Regular contact
Advocate
Loyal champion

Customer Profiles

Every conversation, feedback, and interaction in one place. Full context for every conversation.

Health Scores

Algorithmic health tracking based on sentiment, engagement, and support history.

Journey Timeline

See the complete history: signups, upgrades, support requests, feedback, referrals.

Segment Filters

Filter by plan, company size, industry, health score, or custom attributes.

Team Visibility

Support, product, and engineering all see the same customer story. No silos.

Churn Signals

Spot at-risk customers before they leave. Act on early warning signs.

MULTI-CHANNEL

Every Channel. One Inbox.

Customers reach out however they prefer. merrily brings it all together.

Email

Full email support via Resend

  • Inbound & outbound threading
  • Reply tracking & delivery status
  • Auto-create contacts
  • Custom from addresses per tenant

Live Chat

Real-time WebSocket conversations

  • Instant message delivery
  • Typing indicators
  • Online presence
  • Mobile-friendly widget

Feedback Widget

Embedded in your product

  • Contextual capture (page, browser)
  • Bug reports with screenshots
  • Feature requests & ideas
  • Customizable appearance
AI-NATIVE

AI Agents, Not Afterthoughts

merrily's AI agents are first-class citizens—not chatbots bolted onto a legacy system. They understand context, suggest actions, and execute workflows.

Auto-Triage

AI reads every conversation and automatically categorizes by type (bug, question, feedback, idea), detects urgency, and routes to the right person.

Type detectionUrgency scoringSmart routingLanguage detection

Response Drafting

Generate thoughtful response drafts that match your voice. Review, edit, and send—or let AI learn from your edits.

Voice matchingContext awarenessKnowledge base integrationLearning from edits

Pattern Recognition

AI clusters similar feedback automatically, surfacing patterns humans would miss across hundreds of conversations.

Theme detectionTrend alertsImpact quantificationCross-conversation linking

Workflow Automation

Define rules and let AI execute. Auto-assign based on content, escalate urgent issues, close stale conversations.

Rule-based actionsState transitionsConditional logicScheduled operations
Agent Decision Log
> Incoming email from sarah@acme.co
> Content analysis: Bug report, mentions 'export', high frustration
> Matched pattern: 'export-performance' (47 prior signals)
> → Set category: bug
> → Set urgency: high
> → Assign to: james@company.com (on-call)
> → Link to insight: export-performance-issues
> Generated response draft (pending review)
INTEGRATIONS

Works Where You Work

Conversations and insights flow into your existing tools. No context switching.

Linear
Sync issues & feedback
GitHub
Link to PRs & issues
Slack
Notifications & replies
Notion
Knowledge sync
Jira
Issue tracking
Discord
Community support
Webhooks
Custom integrations
API
Build anything

merrily vs. Traditional Help Desks

Traditionalmerrily
AI integrationBolted onNative
Feedback handlingSeparate toolBuilt-in
Insight extractionManualAutomatic
Customer contextPer-ticketFull history
Ship notificationsNoneAutomatic
Multi-tenantComplex setupBuilt-in
ArchitectureLegacy monolithModern Rails 8

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