What it does
- Answers questions in shared or internal Slack channels, in the thread where they were asked.
- Grounds answers in your documentation, help pages and, where it has access, your code, and links the source.
- Escalates bugs, billing and anything outside its instructions by flagging a person or a team channel.
- Remembers recurring answers and corrections, so the same question gets a better answer next time.
How to set it up
- Instructions sketch: "You answer support questions in Slack. Answer only from our docs at docs.example.com and say which page you used. If you aren't sure, say so and flag #support-escalations. Never promise refunds, credits, dates or features. Keep replies short."
- Slack settings: the channels it listens in, who may talk to it (your team, or customers too) and a when-to-reply policy, for example only when mentioned or only for questions.
- Connectors: Slack; GitHub if answers depend on your code; PostHog if it should check what a user did.
- Example Loop: a Slack Loop on #support that wakes on each new message matching "a question or bug report", with a flag channel for escalations; plus a weekly Loop, Mondays at 9:00, that summarizes the most common questions.
What it won't do
- Answer phone calls or email from a support address: Reason has no phone features and no mailbox of its own.
- Promise refunds, credits or roadmap dates, if its instructions say not to. It follows your rules; they are not a filter on Slack.
- Replace your support team on hard cases: it is the first answer and the router, and a person owns escalations.
Questions
What is an AI customer support agent?
An AI agent that gives first answers to customer or teammate questions from your documentation and product, and routes what it can't answer to a person.
Can customers talk to it directly?
Yes, in Slack channels you choose. Its Slack settings decide who may talk to it, your team or customers too, and when it replies.
How does it escalate?
Through your instructions: it flags a person or posts in an escalation channel when a question is outside what it may answer, and a Slack Loop can have a flag channel for this.
Does it work by email or phone?
Not natively. Reason has no phone features and no mailbox of its own. A Slack channel that receives forwarded email can wake a Loop if its filters match.
What does it cost?
Reason Pro is $50 a month per person and includes cloud computers, Loops and 1,250 credits of usage a week; Max is $200 a month with four times the weekly usage. Eligible new customers can start Pro with a 3-day free trial. Every AI employee you set up shares your plan's usage; there is no per-employee fee.