Gleap is where your customers reach you and where your team answers — with AI doing the part that doesn't need a person, and the technical detail already attached when something is broken.
Most teams arrive with three or four tools doing pieces of this. Here's what each part is, so you know which of yours it stands in for.
A chat widget your customers open without leaving what they were doing. It answers questions, shows your help center, collects bug reports and feature requests, and carries announcements and product tours.
A bug report from it arrives with the console log, the recent network requests and a replay of what the user did — which is the difference between "it's broken" and something a developer can act on.
The messenger is one way in. Email, WhatsApp, Instagram, Facebook Messenger and Telegram land in the same inbox, on the same tickets, with the same history.
That's the part that replaces a shared mailbox: assignment, teams, reply-time targets, internal notes, saved replies and a board to organise it all.
Two different things, and it's worth knowing which you're looking at.
Kai answers customers from what you've written — your help center, your website, your documents — and hands over to a person when it can't.
Custom agents do things: look up an order in your system, run an action in your app, gather what a ticket is missing before anyone reads it.
Both read the same knowledge, so the work you put into good articles pays twice.
Published on your own domain, searchable inside the messenger, and the primary thing your AI answers from. Writing an article is simultaneously the customer-facing fix and the AI's training — they're not separate tasks.
Feature requests customers can upvote, a roadmap you can publish, and changelogs to announce what shipped — with the loop closed back to the people who asked.
Surveys, banners, emails, chat messages and push notifications, plus in-product guidance: tours, onboarding checklists, tooltips and modals — targeted at the customers a condition actually matches.
Contacts and companies, with the attributes and events your product sends. That's what makes an answer specific — the agent sees the plan, the account and the history before they reply, and your AI does too.
Gleap isn't trying to be your issue tracker or your CRM. Bugs go to Jira, Linear or GitHub; billing context comes in from Stripe or Chargebee; notifications go to Slack. The integrations exist so the work lands where your team already does it.
An organisation holds your billing and your people. Inside it are projects — one per product, usually — and each project has its own widget, inbox, help center and settings.
One project is right for most teams. Two products with different customers are two projects.
Install the SDK, identify your logged-in users, and let Kai answer from a handful of articles. Everything else in this help center is worth reading when you need it — not before.
