Get past the first hurdle.
Help with invitations, setup, and the questions that interrupt a customer’s first day. Keep the reply close to the guide it came from.
For SaaS teams
Keep customers moving.
Clear product answers, helpful AI drafts, and a person to turn to when something needs a closer look.
Less searching. More helping.
Explain the product clearly.
Use your own documentation to explain features and common steps. Ask for a missing detail when the answer depends on the customer’s situation.
Make bug reports useful.
Keep the customer’s goal, what went wrong, and the steps already tried in the conversation. Give the next teammate a useful place to start.
A better answer starts with context.
How do I invite the rest of my team?
Open Settings, then Team, and choose Invite. If you don’t see that option, let me know your workspace role and we’ll help you find the right person.
Workspace admins can invite teammates from Team settings. Check the customer’s role if that option is missing.
A simple setup question, answered from the product guide. No account change is made.
Example conversation
Your product changes. Your answers should too.
Keep setup guides and help articles current, with one place for your team to review the source.
Inviting your team
- Steps match the current product.
- The right workspace role is clear.
- Someone owns future updates.
Example internal note
Report is blank after filtering
- Customer goal
- Review last month’s usage.
- Already tried
- Reloaded and selected the dates again.
- Still needed
- Report name and browser.
- Next owner
- Technical support
Pass on the problem. Keep the context.
Use internal notes and assignments to share what happened, what was tried, and who owns the next reply.
Start with one part of your product.
- 01
Choose the questions you know well.
Start with setup or a well-documented feature. Gather the guides your team already trusts.
- 02
Decide what needs a teammate.
Set instructions for account access, billing, bug reports, and anything that needs investigation.
- 03
Test the whole conversation.
Try a clear question, one with missing details, and a real exception. Review the draft, source, and handoff.
A few useful answers.
Can Aura use our product documentation?
Knowledge supports website and PDF sources. Start with current setup guides and common troubleshooting steps, review the imported content, then test Aura’s replies against those sources.
What happens when a question turns into a bug report?
Your team can use assignments and internal notes to pass the request on with the customer’s goal, steps tried, and missing details. A teammate investigates and confirms the next step. These examples do not promise automatic creation of issues in an external tracker.
Can we review AI replies before they reach customers?
Yes. Aura supports AI assistance with team instructions and human review. Agree on its permissions and review settings during setup, then test common questions and exceptions before expanding the pilot.
Do we need to connect our billing or engineering tools?
You can begin with customer conversations and product knowledge. Any connection to billing, account data, or engineering tools needs a separate setup discussion; it is not assumed to be available.
Help your customers get back to the product.
Tell us where people get stuck. We’ll discuss a private-access pilot for your team.
Request access