Turn your support inbox into a self-optimising AI helpdesk.
FirstReply combines AI automation with human agents in one widget. Track exactly how many conversations AI completes, when humans step in, and how much workload you’re actually saving — per channel, per workspace, and per store.
- ●AI replies that stay on-brand using your docs, FAQ and product CSV.
- ●Instant human takeover when conversation requires empathy or judgement.
- ●Automation rules per workspace, store, language and channel.
- ●Real-time dashboard: AI vs human usage, resolution time, CSAT.
Thanks for your interest! 👋
Our support email is support@firstreply.app.
For faster assistance, you can also continue the conversation here and I’ll help you with the widget integration or route you to a technical specialist if needed.
See exactly how AI and humans work together.
FirstReply doesn’t just show message volume. It shows the real impact of automation — how many conversations AI resolves, when humans take over, and where you’re still losing time.
These numbers update in real time from your workspaces — no extra tracking code, no spreadsheets.
AI conversations handled
0
Human conversations
0
Total tracked conversations
0
Automation rate
0%
Use these ratios to set automation goals per store, language or workspace. Start with 30–40% AI and grow safely.
Automation rules that behave like a senior support lead.
FirstReply lets you define smart automation rules — per workspace, per brand and per language. AI answers FAQs, tracks intents and tags conversations, while humans handle edge-cases, VIP customers and high-value orders.
Order & shipping questions
If intent is order status or delivery, AI answers instantly using your integrated order data.
Returns & complaints
If sentiment is negative or amount > €200, escalate to human and send summary to agent.
VIP & B2B customers
If customer is tagged VIP, route directly to senior support with AI-generated context.
Working hours
Outside business hours, let AI handle up to 80% of questions and schedule follow-ups.
- • Build rules visually — no code, no complex flows.
- • Test every rule safely on internal chats before going live.
- • Export rule performance to CSV for your ops team.
AUTOMATION RULES
Workspace · Retail Europe
If intent
Order status OR tracking
And channel
Website widget OR Instagram DM
Then AI action
Use 'Retail FAQ' + 'Orders CSV' to answer
If confidence
< 0.78 OR sentiment negative
Then human action
Create escalation, notify agent and pin AI summary
Every rule is versioned and testable. You can see when AI would answer, when it would escalate and how that affects your automation rate.
Everything you need to run AI + human support in one widget.
FirstReply is built for teams who want AI to do the heavy lifting — but who still need full control, human oversight and clear analytics.
Plug-and-play widget. No big implementation project.
Start with your existing team and data — scale automation later.
AI ENGINE
AI that knows your business
Connect your docs, FAQ, product feeds and policies. FirstReply only answers from your content — no hallucinated nonsense.
Language-aware replies
Detects language automatically and responds in the customer’s language while keeping your tone of voice.
Conversation memory
AI keeps track of context across messages and sessions, while still letting agents jump in at any time.
HUMAN HANDOFF
One-click escalation
When AI is unsure, it creates a clean handoff with full context for the human agent — no copy/paste.
Agent workspace
Agents see customer details, visited pages, intents and previous AI replies in a single view.
Internal notes & macros
Let agents leave notes and re-use snippets. AI respects these as hard rules when replying.
ANALYTICS & CONTROL
AI vs human dashboard
Track automation rates, resolution time and deflection by workspace, channel or country.
Compliance-friendly logs
Every AI answer and rule decision is auditable — ideal for regulated industries.
Workspace-level settings
Fine-tune temperature, tone and escalation thresholds per brand or store.
Designed for real teams, not just demo screenshots.
Whether you’re running ecommerce stores, SaaS products or regulated services, FirstReply adapts to your team structure, channels and risk level.
Connect web, email, social and in-store QR codes — and see everything from one place.
ECOMMERCE & RETAIL
Instant order, stock and return answers.
- Let AI answer 'Where is my order?', 'Do you ship to X?' and 'Is this in stock?' using your real data.
- Route high-value carts and complaints directly to your best sellers.
- Push upsell and cross-sell suggestions when customers ask about alternatives.
SAAS SUPPORT
24/7 onboarding and product guidance.
- Turn your docs and changelog into a live product expert inside your app.
- Deflect repetitive 'How do I?' questions before they hit your team.
- Escalate bugs and account issues to the right squad with context.
BANKING & FINANCE
Compliance-safe answers with full audit trail.
- Allow AI to handle generic questions while keeping sensitive topics human-only.
- Log every AI decision and answer for compliance reviews.
- Enforce strict rules on what AI can and can’t say per product.
TELECOM & UTILITIES
High volume, predictable questions — ideal for AI.
- Balance load by letting AI handle status, usage and billing questions.
- Escalate outages and edge cases instantly to human operators.
- See where human time is still required and plan hiring accordingly.
Why teams choose FirstReply.
Most AI support tools either go full AI or full human. We do both — and show you the impact in real numbers.
AI that knows when to stop.
We don’t force AI to answer everything. When confidence or sentiment drop, FirstReply calls a human — and explains why.
No black box decisions.
Every AI answer, rule match and escalation is logged. You can track exactly how and why AI responded the way it did.
Built for multi-workspace teams.
Different brands, languages or regions? Give each workspace its own rules, content and tone — while keeping one billing.
Security and privacy designed for real businesses.
FirstReply is built with privacy-first principles. Your customer data stays in your workspace — and you control what AI can see and use.
- • Data-region aware policies for EU and global customers.
- • Role-based access and audit logs for every workspace change.
- • Fine-grained control over which collections AI can access.
What teams say after 30 days.
Most customers start with a single workspace and a few rules. In less than a month, they understand where automation makes sense — and where humans are irreplaceable.
7-day free trial · Cancel anytime
“FirstReply finally gave us numbers behind the AI hype. We can literally see the human hours we save per week — without sacrificing customer satisfaction.”
Ana, Head of Ecommerce
Fashion & Retail
“We tested a few AI chat solutions. FirstReply was the first one that our agents actually liked working with. The escalations are clean and actionable.”
Marko, Customer Support Lead
SaaS Platform
“The automation rules are simple but powerful. We run different playbooks per brand and country, and still keep everything in one dashboard.”
Ivana, Operations Manager
Omnichannel Retail
Simple pricing, no surprises.
Start with human-only plans, then add AI when you're ready. Or jump straight into AI + human hybrid plans - you decide the pace.
Standard
Most popular
€7.95
100 conversations / month
Appearance
- ✓Primary color
- ✓Bubble color
- ✓Header background
- ✓Widget logo
- ✓Bubble label
Pro
Growing teams
€14.95
250 conversations / month
Appearance
- ✓Secondary color
- ✓Header text color
- ✓Send button color
- ✓Chat background
- ✓User message background
Not sure where to start? Begin with a human-only plan and enable AI on just one workspace. Grow as your team gets comfortable.
Frequently asked questions.
If you don’t see your question here, reach out via chat — we’re using FirstReply ourselves.
Do I need a developer to install FirstReply?
No. You get a small embed script for your website widget. For most ecommerce and SaaS setups it’s a simple copy-paste into your theme or tag manager.
Can I start without AI and add it later?
Yes. Many customers start with human-only plans to centralise support first. Once your content is ready, you can enable AI on specific workspaces.
Which languages are supported?
FirstReply can understand and respond in all major European languages and many more. You can also limit AI to certain languages for compliance.
How do you keep our data safe?
We apply encryption in transit and at rest, strict access control, and detailed audit logs. You decide what data AI can see and for how long.
Can I use my own OpenAI / Anthropic key?
Yes. You can bring your own key for full control over model selection and cost.
What happens when we hit our conversation limit?
We notify you well before you reach your limit. You can either upgrade, top up or temporarily restrict AI usage — humans can continue working as normal.
READY TO SEE REAL NUMBERS?
Launch FirstReply, track AI vs human in the first week.
Add the widget, import your FAQ and product data, create two simple rules — and see how many conversations AI resolves without losing the human touch.
- • 7-day free trial.
- • Keep your team and tools — just add FirstReply on top.
- • Cancel anytime with one click in the billing page.
Have questions or need help?
Our team replies quickly—drop us a note at support@firstreply.app.