Pick the triggers
Onboarding stall, failed payment, cancel intent, quiet accounts. Start with one or two signals you already have in your product or billing stack.
Use case
Stall, failed payment, quiet account. We open chat first. Your rules. Before they write in.
0
Tickets you wait for
24/7
Nudges while you sleep
$0.49
Per AI resolution
100%
Text, not cold calls
The moments that matter
Tickets are lagging indicators.
By the time they write in, you have already lost time, trust, or the renewal. Proactive support is the conversation that should have happened earlier.
Onboarding stall
Someone signed up and stopped. Kal opens chat with the useful next step, not a marketing blast.
Payment fail
A charge bounces. Kal reaches out with a clear path to update billing before the account lapses.
Cancel intent
Cancel page, downgrade click, or weeks of quiet. Kal opens the save conversation with context.
Post-resolution
A ticket closed yesterday. Kal checks the fix stuck. Quiet confidence, not a survey popup.
How it works
Proactive without being pushy.
Most tools call any outbound message proactive support. That is how customers learn to ignore you. Kal only opens when a signal says the customer needs help: stalled setup, a failed charge, cancel intent, or a quiet account that used to be active.
You write the rules in plain English. Kal stays inside them. When the fix is simple, the conversation resolves in chat. When it needs judgment, your teammate gets the full thread, not a blank ticket and a shrug.
Same product as the first-line and billing jobs. Different trigger. See the AI support team.
Playbook
Three steps.
One quieter queue.
Triggers. Rules. Handoff. Most teams start with one signal and expand after the first week.
Write the rules in plain English
Tell Kal what to say, what to offer, and when to stop. Proactive without pushy. Your tone, your ceilings, your opt-out.
Let Kal run, humans take the edge cases
Routine check-ins resolve in chat. Anything sensitive or out of scope lands with your team warm, with the full thread attached.
FAQ
The questions before you turn it on.
Proactive support means you start the conversation before the customer opens a ticket. Failed payments, stalled onboarding, cancel intent, quiet accounts. SupportWire does this in chat and text workflows, not outbound voice dialing.
Only if you configure it that way. You set the triggers, the cadence, and the lines Kal will not cross. Good proactive support is useful and rare. Bad proactive support is a drip campaign wearing a support hat.
AI support team is the product overview. This page is the job: proactive care as a use case. Same Kal, same inbox, different buyer intent.
Same as the rest of SupportWire. 14-day trial, no card. $19 per seat per month. First 50 AI resolutions free each month, then $0.49 when Kal actually closes the conversation. Handoffs are free. Full pricing →
Not yet. SupportWire is text and live chat first. If you need voice outbound, that is a different product category. We stay excellent at the channel we ship.
Updated July 2026