Nudge when someone stalls, fails a payment, or goes quiet. In chat. On your rules. Before the ticket ever lands.
Built for 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
Check in before they ghost.
Someone signed up and stalled on setup. Kal opens chat with a useful next step, not a marketing blast. Activation without a CSM on every account.
Payment fail
Fix the card before churn.
Failed payment hits. Kal reaches out in chat with a clear path to update billing. You keep the customer; finance keeps the ARR.
Cancel intent
Start the save conversation.
Cancel page, downgrade click, or quiet for weeks. Kal opens the thread with context and a real offer path, then hands off if they need a human.
Post-resolution
Close the loop after the fix.
Ticket closed yesterday. Kal checks that the fix stuck. Quiet confidence, not a survey popup that asks for a five-star review twice.
Reach them before
the ticket does.
Useful check-ins. Clear next steps. No robocall theater. The support you wish ran while you slept.
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 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.
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.
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.
Stop waiting
for the ticket.
Proactive chat that protects activation, payments, and retention.
FAQ
The questions before you turn it on.
Written by the team that built it. Sales fluff not included.
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
Start the conversation. Before the ticket.
14-day trial. No card. Proactive chat on the same Kal that handles first-line.