The Fire Away guide library
Clear answers to customer support questions
Choose a support setup, prepare knowledge for AI, and keep people in the conversation. These guides explain the trade-offs and show how to test your own setup.
Choosing customer support software
What is AI customer support?
Understand AI customer support, where it helps, where people should take over, and how to evaluate it using real customer questions.
Read the guide →Should you use live chat or email support?
Compare live chat and email for urgent questions, detailed troubleshooting and small teams, including how to preserve context when a visitor leaves.
Read the guide →When does a support team need a shared inbox?
Learn when a shared inbox becomes useful, how it differs from a shared email password, and which ownership rules prevent duplicate replies.
Read the guide →How do you choose live chat software for a small team?
A practical live chat evaluation checklist covering installation, unanswered chats, AI knowledge, teamwork, privacy and the true operating cost.
Read the guide →What customer context does SaaS support actually need?
Choose useful SaaS support context, from the current page and plan to verified account status, while avoiding secrets and untrusted identity claims.
Read the guide →Which ecommerce questions should an AI support assistant answer?
Separate store-policy answers, private order lookups and order-changing actions when planning AI support for an ecommerce website.
Read the guide →Should your contact page use a form or live chat?
Choose between contact forms and live chat based on the information you need, visitor expectations and how your team will follow up.
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Building dependable AI support
How do you prepare a knowledge base for AI support?
Write AI support knowledge that states the rule, prerequisites and exceptions clearly, with a review checklist and a concrete policy example.
Read the guide →How can you reduce incorrect AI support answers?
Reduce unsupported AI answers with clearer source facts, account boundaries, difficult test cases and a practical correction process.
Read the guide →How should an AI chatbot hand over to a human?
Plan AI-to-human handover triggers, preserve conversation context and avoid competing replies when a teammate takes over.
Read the guide →Should AI draft support replies or send them automatically?
Compare human-reviewed AI reply suggestions with autonomous answers, including risk, review effort and when to start with drafts.
Read the guide →Should you review website content before an AI uses it?
Learn why crawled website text needs review before becoming AI support knowledge, and how to spot stale, promotional or contradictory content.
Read the guide →How do you measure AI customer support quality?
Evaluate AI support using answer correctness, useful handovers, repeat contacts and customer feedback rather than counting automated messages alone.
Read the guide →How do you turn a solved support question into AI knowledge?
Convert a useful support answer into reviewed, reusable knowledge without publishing private customer facts or one-off exceptions as general policy.
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Running a shared inbox
What is the difference between an internal note and a reply?
Understand internal notes, customer-visible replies and mentions, with a handover example and a checklist for preventing accidental disclosure.
Read the guide →How do you stop two agents answering the same chat?
Prevent duplicate customer replies using ownership, teammate presence, live drafts and a clear handover routine in a shared inbox.
Read the guide →How do you write canned replies that still feel helpful?
Create reusable support replies that save time without ignoring the question, with a structure for next steps, review and personalization.
Read the guide →How can one team support several websites?
Organize support across multiple websites with separate knowledge, clear customer context, site access and notification responsibilities.
Read the guide →How can a small team handle support outside business hours?
Set honest after-hours support expectations, answer documented questions with AI and keep unresolved requests ready for human follow-up.
Read the guide →How do you run customer support from an iPhone or Mac?
Plan mobile support handovers, site notifications and private notes so a small team can respond away from a browser without losing context.
Read the guide →How does email become a shared support conversation?
Understand incoming support addresses, email threading, attachments and outbound replies when moving a team from personal mailboxes to a shared inbox.
Read the guide →Which customer support metrics should a small team track?
Interpret support volume, first reply time, resolution time and satisfaction with clear definitions, sample sizes and consistent reporting periods.
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Installation, identity and privacy
What should you check when installing a chat widget?
An installation checklist for live chat covering script placement, allowed domains, content security policy, mobile layout and email follow-up.
Read the guide →Does a visitor’s email address prove their identity?
Understand why typed email addresses are not authentication, and how server-signed visitor identity protects private support account lookups.
Read the guide →How can AI support use private account data safely?
Plan read-only support account lookups with verified identity, narrow responses, freshness checks and separation from write actions.
Read the guide →What privacy checks should you make before adding live chat?
A practical live chat data checklist covering collection, consent settings, agent access, private account context and retention decisions.
Read the guide →Does translating a chat widget translate the support conversation?
Distinguish chat interface localization from agent translation and multilingual AI answers, and test the language behavior customers actually experience.
Read the guide →Why is a chat widget not showing on your website?
Troubleshoot a missing chat widget by checking the embed, site key, origin restrictions, network errors and page layout before changing unrelated settings.
Read the guide →What is the difference between a support API and a webhook?
Plan support integrations using APIs for reads and actions, signed webhooks for events, and explicit permissions for integration credentials.
Read the guide →When should a website show a proactive chat message?
Plan useful proactive chat prompts using page relevance, timing, visitor expectations and a test for whether the interruption helps.
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