Blog
Notes on running support over chat
Practical writing on WhatsApp support, AI agents and keeping a small team ahead of a growing queue.
AI in support · 6 min read
Resolution rate vs deflection rate: the AI support metric that actually matters
Deflection makes dashboards look great and customers miserable. Here's how to measure an AI support agent honestly, and the four numbers worth watching every week.
30 Oct 2026
Operations · 7 min read
WhatsApp Business app vs the Business Platform (API): a plain-English guide for small teams
The free app is where most businesses start. Here's when you outgrow it, what changes when you move to the API, and the rules that catch new teams out.
15 Oct 2026
Setup · 6 min read
How to write help docs an AI agent can actually use
An AI agent is only as good as the documents behind it. Six habits that make your help center clearer for customers, your team and your AI.
2 Oct 2026
Operations · 6 min read
Why WhatsApp support breaks at around 50 orders a day
One shared phone works beautifully, until it suddenly doesn't. Here's the point where WhatsApp support stops scaling, and what to change before you hit it.
21 Oct 2026
AI in support · 7 min read
When should an AI support agent hand over to a human?
A good handover is the difference between an AI agent customers trust and one they try to escape. Here are the rules we've found work, and the ones that backfire.
9 Oct 2026
Setup · 8 min read
Training an AI support agent on your past tickets: what to keep and what to throw away
Your ticket history is the best training data you have, and also full of outdated policies, bad days and one-off exceptions. Here's how to clean it up.
24 Sept 2026