# Fire Away

> Fire Away is AI customer support and live chat software with a shared team inbox, email follow-up, and native iPhone and Mac agent apps.

Answers can use approved support knowledge and authorized read-only customer context. Human agents can review sources and take over in the same conversation.

This index covers public marketing and educational content. Private account information and authenticated application routes are not included. The guides have clean Markdown versions; other links below lead to HTML pages.

## Product and setup

- [AI chat with a human touch](https://fireaway.chat/): AI-powered customer chat, grounded in your knowledge. A shared team inbox, visible sources and native iPhone and Mac apps keep every conversation moving.
- [AI customer support for small businesses](https://fireaway.chat/ai-support/small-business): Give a small team AI-powered website support, a shared inbox and email follow-up. Start with repeat questions and keep personal service within reach.
- [After-hours AI customer support](https://fireaway.chat/ai-support/after-hours): Answer documented questions outside business hours with Fire Away AI support. Set availability, keep clear human handovers and follow up in the same thread.
- [AI support for SaaS onboarding](https://fireaway.chat/ai-support/saas-onboarding): Help SaaS customers through setup with AI answers from your documentation, permitted account context and human support in one Fire Away conversation.
- [AI customer support for ecommerce stores](https://fireaway.chat/ai-support/ecommerce): Answer store policy, delivery and product questions with Fire Away AI support. Keep order lookups authorized and return exceptions with your team.
- [AI customer support for agencies managing multiple sites](https://fireaway.chat/ai-support/agencies): Give each client site its own AI support setup and knowledge, with Fire Away shared inboxes and access for the people responsible for each site.
- [AI support powered by your knowledge base](https://fireaway.chat/ai-support/knowledge-base): Turn reviewed help articles and approved website content into AI-powered support with Fire Away. Inspect sources and improve the answers your team relies on.
- [AI support for repetitive customer questions](https://fireaway.chat/ai-support/repetitive-questions): Use Fire Away AI support for repeat questions with clear, documented answers. Review quality and keep complex requests with your support team.
- [AI customer support with authorized account context](https://fireaway.chat/ai-support/customer-context): Connect Fire Away AI support to permitted read-only customer facts. Verify visitor identity, scope access in your app and keep account changes under your control.
- [AI reply suggestions for customer support teams](https://fireaway.chat/ai-support/agent-assist): Help agents draft answers with Fire Away AI reply suggestions, support knowledge and conversation context. Keep a person reviewing and sending the response.
- [Pricing](https://fireaway.chat/pricing): Per-seat pricing with no conversation limits. Every plan includes the widget, email fallback, iOS and Mac apps, and unlimited conversations. 14 days free.
- [Install guide](https://fireaway.chat/install): How to add live chat to your website: paste one script tag, set your allowed domains, and identify signed-in users with two optional calls.
- [AI Customer Support Software](https://fireaway.chat/features/ai-customer-support): AI customer support grounded in your knowledge, with visible sources, read-only customer context and a shared inbox for human handover. Try Fire Away.
- [Shared inbox](https://fireaway.chat/features/shared-inbox): A shared team inbox for live chat: see teammates typing in real time, soft assignment, internal notes with mentions, canned replies and snooze.
- [Email fallback](https://fireaway.chat/features/email-fallback): Live chat that continues by email. When a visitor closes the tab, your reply reaches their inbox and their response lands back in the same conversation.
- [Visitor context](https://fireaway.chat/features/visitor-context): See who you are talking to: pages visited, location, and custom data from your own app such as plan, seats and account URL, attached to every conversation.
- [Chat widget](https://fireaway.chat/features/chat-widget): A dependency-free website chat widget, rendered in a shadow root so it cannot clash with your CSS, and lockable to your own domains.
- [iOS and Mac apps](https://fireaway.chat/features/mobile-apps): Native iPhone and Mac apps for answering live chat, with push notifications routed by who actually handles each site.
- [Live chat for SaaS](https://fireaway.chat/use-cases/saas): Live chat for SaaS products: attach plan, seats and account URL to every conversation, catch questions on the pricing page, and answer from your phone.
- [Live chat for ecommerce](https://fireaway.chat/use-cases/ecommerce): Live chat for online stores: answer pre-purchase questions at checkout, keep the conversation going by email after they leave, and see the pages they browsed.
- [Live chat for agencies](https://fireaway.chat/use-cases/agencies): Live chat for agencies: run many client sites from one inbox, give each its own widget and office hours, and scope staff to the clients they work on.
- [Support](https://fireaway.chat/support): Get help with your Fire Away account, the agent apps, notifications and your customer support inbox.
- [Subprocessors](https://fireaway.chat/subprocessors): Every company that touches customer data, what they do, and where.

## Choosing customer support software

- [What is AI customer support?](https://fireaway.chat/guides/what-is-ai-customer-support/index.md): Understand AI customer support, where it helps, where people should take over, and how to evaluate it using real customer questions.
- [Should you use live chat or email support?](https://fireaway.chat/guides/live-chat-vs-email-support/index.md): Compare live chat and email for urgent questions, detailed troubleshooting and small teams, including how to preserve context when a visitor leaves.
- [When does a support team need a shared inbox?](https://fireaway.chat/guides/shared-inbox-vs-personal-inbox/index.md): Learn when a shared inbox becomes useful, how it differs from a shared email password, and which ownership rules prevent duplicate replies.
- [How do you choose live chat software for a small team?](https://fireaway.chat/guides/choose-live-chat-software/index.md): A practical live chat evaluation checklist covering installation, unanswered chats, AI knowledge, teamwork, privacy and the true operating cost.
- [What customer context does SaaS support actually need?](https://fireaway.chat/guides/saas-customer-support-context/index.md): Choose useful SaaS support context, from the current page and plan to verified account status, while avoiding secrets and untrusted identity claims.
- [Which ecommerce questions should an AI support assistant answer?](https://fireaway.chat/guides/ecommerce-ai-support-boundaries/index.md): Separate store-policy answers, private order lookups and order-changing actions when planning AI support for an ecommerce website.
- [Should your contact page use a form or live chat?](https://fireaway.chat/guides/contact-form-vs-live-chat/index.md): Choose between contact forms and live chat based on the information you need, visitor expectations and how your team will follow up.

## Building dependable AI support

- [How do you prepare a knowledge base for AI support?](https://fireaway.chat/guides/prepare-knowledge-for-ai-support/index.md): Write AI support knowledge that states the rule, prerequisites and exceptions clearly, with a review checklist and a concrete policy example.
- [How can you reduce incorrect AI support answers?](https://fireaway.chat/guides/reduce-ai-support-hallucinations/index.md): Reduce unsupported AI answers with clearer source facts, account boundaries, difficult test cases and a practical correction process.
- [How should an AI chatbot hand over to a human?](https://fireaway.chat/guides/ai-to-human-handover/index.md): Plan AI-to-human handover triggers, preserve conversation context and avoid competing replies when a teammate takes over.
- [Should AI draft support replies or send them automatically?](https://fireaway.chat/guides/ai-reply-suggestions-vs-autonomous-replies/index.md): Compare human-reviewed AI reply suggestions with autonomous answers, including risk, review effort and when to start with drafts.
- [Should you review website content before an AI uses it?](https://fireaway.chat/guides/approve-website-content-for-ai/index.md): Learn why crawled website text needs review before becoming AI support knowledge, and how to spot stale, promotional or contradictory content.
- [How do you measure AI customer support quality?](https://fireaway.chat/guides/measure-ai-support-quality/index.md): Evaluate AI support using answer correctness, useful handovers, repeat contacts and customer feedback rather than counting automated messages alone.
- [How do you turn a solved support question into AI knowledge?](https://fireaway.chat/guides/turn-support-conversations-into-knowledge/index.md): Convert a useful support answer into reviewed, reusable knowledge without publishing private customer facts or one-off exceptions as general policy.

## Running a shared inbox

- [What is the difference between an internal note and a reply?](https://fireaway.chat/guides/internal-notes-vs-customer-replies/index.md): Understand internal notes, customer-visible replies and mentions, with a handover example and a checklist for preventing accidental disclosure.
- [How do you stop two agents answering the same chat?](https://fireaway.chat/guides/prevent-duplicate-support-replies/index.md): Prevent duplicate customer replies using ownership, teammate presence, live drafts and a clear handover routine in a shared inbox.
- [How do you write canned replies that still feel helpful?](https://fireaway.chat/guides/canned-support-replies/index.md): Create reusable support replies that save time without ignoring the question, with a structure for next steps, review and personalization.
- [How can one team support several websites?](https://fireaway.chat/guides/support-multiple-websites/index.md): Organize support across multiple websites with separate knowledge, clear customer context, site access and notification responsibilities.
- [How can a small team handle support outside business hours?](https://fireaway.chat/guides/customer-support-outside-business-hours/index.md): Set honest after-hours support expectations, answer documented questions with AI and keep unresolved requests ready for human follow-up.
- [How do you run customer support from an iPhone or Mac?](https://fireaway.chat/guides/mobile-customer-support-workflow/index.md): Plan mobile support handovers, site notifications and private notes so a small team can respond away from a browser without losing context.
- [How does email become a shared support conversation?](https://fireaway.chat/guides/email-to-shared-support-inbox/index.md): Understand incoming support addresses, email threading, attachments and outbound replies when moving a team from personal mailboxes to a shared inbox.
- [Which customer support metrics should a small team track?](https://fireaway.chat/guides/customer-support-report-definitions/index.md): Interpret support volume, first reply time, resolution time and satisfaction with clear definitions, sample sizes and consistent reporting periods.

## Installation, identity and privacy

- [What should you check when installing a chat widget?](https://fireaway.chat/guides/install-chat-widget-checklist/index.md): An installation checklist for live chat covering script placement, allowed domains, content security policy, mobile layout and email follow-up.
- [Does a visitor’s email address prove their identity?](https://fireaway.chat/guides/verified-visitors-vs-email-addresses/index.md): Understand why typed email addresses are not authentication, and how server-signed visitor identity protects private support account lookups.
- [How can AI support use private account data safely?](https://fireaway.chat/guides/read-only-ai-account-lookups/index.md): Plan read-only support account lookups with verified identity, narrow responses, freshness checks and separation from write actions.
- [What privacy checks should you make before adding live chat?](https://fireaway.chat/guides/chat-support-privacy-checklist/index.md): A practical live chat data checklist covering collection, consent settings, agent access, private account context and retention decisions.
- [Does translating a chat widget translate the support conversation?](https://fireaway.chat/guides/chat-widget-language-settings/index.md): Distinguish chat interface localization from agent translation and multilingual AI answers, and test the language behavior customers actually experience.
- [Why is a chat widget not showing on your website?](https://fireaway.chat/guides/chat-widget-not-loading/index.md): Troubleshoot a missing chat widget by checking the embed, site key, origin restrictions, network errors and page layout before changing unrelated settings.
- [What is the difference between a support API and a webhook?](https://fireaway.chat/guides/support-api-vs-webhooks/index.md): Plan support integrations using APIs for reads and actions, signed webhooks for events, and explicit permissions for integration credentials.
- [When should a website show a proactive chat message?](https://fireaway.chat/guides/proactive-chat-message-checklist/index.md): Plan useful proactive chat prompts using page relevance, timing, visitor expectations and a test for whether the interruption helps.

## Optional

- [AI-powered customer support for your business](https://fireaway.chat/ai-support): Explore Fire Away AI-powered support for small teams, SaaS and ecommerce. Answers from your knowledge, authorized customer context and a connected human team.
- [Compare customer support software](https://fireaway.chat/compare): Compare Fire Away with Intercom, Zendesk Chat, Help Scout, Front and other support tools. Find the right fit for chat, AI and team follow-up.
- [Intercom alternative](https://fireaway.chat/compare/intercom-alternative): Compare Fire Away with Intercom for AI answers, human handover and small-team support. See the trade-offs and a practical trial checklist.
- [Zendesk Chat alternative](https://fireaway.chat/compare/zendesk-chat-alternative): A Zendesk Chat alternative for teams focused on website conversations. Compare the support workflow, email continuation and help-desk requirements.
- [Help Scout alternative](https://fireaway.chat/compare/help-scout-alternative): Explore Fire Away as a Help Scout alternative for website-led support. Compare AI knowledge, team replies, self-service needs and email follow-up.
- [Front alternative](https://fireaway.chat/compare/front-alternative): Compare Fire Away and Front for team support conversations. Review shared inbox collaboration, channel requirements and website-to-email continuity.
- [Freshdesk alternative](https://fireaway.chat/compare/freshdesk-alternative): A Freshdesk alternative for small teams focused on AI chat and email follow-up. Compare daily support needs with broader help-desk operations.
- [Tidio alternative](https://fireaway.chat/compare/tidio-alternative): Compare Fire Away with Tidio for AI customer support, human takeover and website chat. Review store actions, language needs and knowledge control.
- [LiveChat alternative](https://fireaway.chat/compare/livechat-alternative): Explore a LiveChat alternative for AI-assisted website support. Compare the widget, customer context, staff handover and offline replies.
- [tawk.to alternative](https://fireaway.chat/compare/tawk-to-alternative): Compare Fire Away with tawk.to for website support. Review a free-chat baseline, AI answer quality, team workflow and total operating needs.
- [Olark alternative](https://fireaway.chat/compare/olark-alternative): Compare Fire Away and Olark for website conversations, AI knowledge and human handover. Decide between support-led and lead-qualification needs.
- [Gorgias alternative](https://fireaway.chat/compare/gorgias-alternative): Evaluate Fire Away as a Gorgias alternative for store support questions. Compare approved knowledge and chat with native commerce data and actions.
- [HubSpot Service Hub alternative](https://fireaway.chat/compare/hubspot-service-hub-alternative): Compare Fire Away with HubSpot Service Hub for website support. Evaluate focused AI chat alongside CRM-connected service and self-service needs.
- [Zoho Desk alternative](https://fireaway.chat/compare/zoho-desk-alternative): Compare Fire Away with Zoho Desk for a small support team. Review website-led conversations alongside SLAs, process controls and help-desk workflows.
- [Customer support guides](https://fireaway.chat/guides): Practical answers about AI customer support, shared inboxes, live chat, email follow-up, installation and verified customer context.
- [XML sitemap](https://fireaway.chat/sitemap.xml): Canonical indexable HTML URLs.