The queue stops being frightening
MONDAY, 09:00
WAITING
41
Same Monday last year: 900
Monday morning has forty messages, not nine hundred. The backlog becomes a manageable list.
Support agent for inboxes that never empty
Your team handles the tough ones. Lapse takes the rest.
It reads every message, sorts it, answers common queries, and hands your team the ones that need a person.
Request a demo
74%
Answered without a person
40s
Median first reply
4.8
CSAT on the replies Lapse sent
What changes
What changes for the people doing the work
Your team gets the interesting half
ROUTED TO A PERSON
09:13
“Second time asking about my refund”
Draft ready, history attached
→ Marcus
Support people excel at helping the angry, strange, and broken, but order-status questions are taking over.
Customers stop waiting overnight
OVERNIGHT
84 SENT
18:00
09:00
“Where is order 4412?”
Help centre → Shipping times
02:14
A reply at two AM is as good as one at two PM, and no one is on night shift to prove otherwise.
Nobody on the team gets replaced
NORTHLINE, 90 DAYS
TEAM
Headcount
6 → 6
Overtime hours
22 → 2
Weekend cover
every → none
Teams kept headcount, but overtime and weekend cover reduced. If you need redundancies, we aren’t the vendor.
How it works
Four steps, and you can watch every one of them
There is no step where it decides something you cannot see afterwards. Every reply keeps the article it came from, and every handover keeps its reason.
Reads
Every message, from every channel, with that customer’s history and open order.
Sorts
Topic, urgency and language. Anything that reads as upset moves up the queue.
Answers
From your help centre, in your tone, with the article attached so anyone can check it.
Hands over
What it cannot source goes to a person, with the context gathered and a draft written.
Reads
Every message, from every channel, with that customer’s history and open order.
Sorts
Topic, urgency and language. Anything that reads as upset moves up the queue.
Answers
From your help centre, in your tone, with the article attached so anyone can check it.
Hands over
What it cannot source goes to a person, with the context gathered and a draft written.
Pricing
You pay when the customer stops writing
Starter
One inbox, no minimum. For teams answering a few hundred messages a week.
$0.65
per resolved conversation
- One inbox
- Help centre sync
- Weekly gap report
- Month to month, cancel any time
Growth
MOST TEAMS
From 2,000 resolved a month. Everything the agent can do, with a person always one click away.
$0.55
per resolved conversation
- Unlimited inboxes
- Refunds and order actions
- Tone training on your signed replies
- Shared Slack channel
- Two-week shadow rollout
Enterprise
From 20,000 resolved a month, with the paperwork your security team will ask for.
Custom
talk to us
- EU or US data residency
- SSO, audit log, retention controls
- Model card and security review support
- Named implementation lead
Three months in,
in their words
Our queue hasn’t been above forty since March. The part I did not expect is that people stopped dreading Monday.
Dela Mensah
Head of Support, Northline
I read the first four hundred replies it sent. I have not read one since August, and CSAT went up, not down.
Joakim Lind
Support Manager, Two Rivers
We told it to hand over anything about money. It still closes two thirds of the queue on its own, and the third it passes over arrives with the history already attached.
Nadia Haddad
Director of Customer Experience, Arc Supply
The two weeks of shadow mode are what sold it. We read every draft before it went, and by the end we were arguing about commas, not about accuracy.
Sofia Kettner
Head of Operations, Bellhaven
FAQ
The awkward questions first
Still have questions?
You’re in good hands from here.
What if it answers something wrong?
Every reply keeps the help centre article it was written from, so a wrong answer is traceable in one click rather than a mystery. When it cannot source something it does not improvise — the conversation goes to a person with the context gathered and a draft written. For the first two weeks nothing sends without you.
Will customers know they are talking to an agent?
Yes. It introduces itself as an agent, in wording you approve, and it never pretends to be a named person on your team. Asking for a human is enough to move the conversation across, with the full history attached.
Are we buying this to cut our support team?
Not from us. The teams running Lapse kept their headcount — what dropped was overtime, weekend cover and the Monday backlog. It takes the order-status half so your people get the half that needs judgement. If the business case is redundancies, we are the wrong vendor.
Our help centre is a mess. Is that a dealbreaker?
No, and it is usually the reason to start. It only answers what it can source from your articles, so a thin help centre means fewer automatic replies, never invented ones. The weekly gap report lists the questions that had no article behind them — a to-do list in the order your customers actually ask.
What happens with an angry customer?
Sorting reads urgency and tone, so anything that reads as upset moves up the queue instead of waiting behind order-status questions. Those conversations go to a person with the history and a draft ready, not to a cheerful template. Your team keeps the hard ones; that is the point.
What does week one look like?
Day one is connecting the inbox and syncing the help centre. After that it runs in shadow: it drafts, you read and sign, and nothing reaches a customer without you. The replies you sign are what it learns your tone from, and at the end of the two weeks you switch on sending for the categories you trust.
