Every channel, one impact-ranked queue.
Email, Slack, a customer portal and the embedded chat widget all land in a single inbox, sorted by SLA pressure and the revenue at stake, not arrival time.
- SLA breaches first, then revenue: impact blends the SLA clock with MRR and account health
- Real, threaded email replies via Postmark
- Embeddable widget with live agent replies
- AI-assisted drafts, and a human always approves
See the risk before the ticket.
Optic watches product usage, account health and billing, turns what matters into proactive Signals, and opens the conversation before the customer writes in.
- Usage cliffs, failed payments, renewal windows
- Playbooks: when this happens, do that
- Conversations opened and assigned automatically
- Every proactive play carries its evidence
Run incidents without leaving the picture.
Detect, acknowledge, transition and resolve incidents, each linked to the accounts and the revenue it touches, with structured Slack alerts to engineering.
- Severity, ownership and a full timeline
- Linked to the accounts and MRR affected
- Structured alerts to your eng channel
- Resolution feeds back into account health
Ask your whole stack a question.
CRM, billing, product usage and conversations connect into one source of truth. Agents ask in plain English and get an answer, with the conversations and accounts behind it cited.
- Natural-language questions over your own data
- Every answer cites its sources
- No dashboards to build
- The same data powers ranking and signals
Run customer channels from one inbox.
Invite Optic to a customer channel: every message becomes a ranked conversation, auto-assigned by your rules, and your reply posts straight back into the Slack thread. Plus a bot your team can ask anything.
- Channel messages land in the impact-ranked inbox
- Replies from Optic post back into the Slack thread
- Auto-assign and tagging rules run on every message
- Ask the bot “which accounts are at risk this week?”
Prove support drives revenue.
Every account carries a 0–100 Optic Score computed nightly from evidence — SLA pressure, churn-risk signals, contact volume, renewal windows — with every deduction itemised. Support flags the revenue moments; CS confirms them; the quarter totals what support saved, sourced and lost.
- Health score computed from what happened, never hand-set
- Daily snapshots build the trend; movers hit the morning Slack digest
- Score syncs to the HubSpot company record for CS and sales
- Outcomes confirmed by CS, so the quarterly report survives a CRO
The numbers behind the work.
Resolution volume, first-reply times, the drifts shaping your week and the MRR behind each, so support reports in the language the business cares about.
- Volume, SLA and first-reply trends
- Weekly drifts ranked by MRR touched
- Per-account and per-feature breakdowns
- Export-ready for QBRs and board decks
Connects to your stack. No rip and replace.
