Overview
Twig is an AI-first customer support assistant designed to resolve issues instantly for both customers and support agents. Instead of searching through scattered help articles, previous tickets, or internal docs, teams can rely on Twig to surface accurate answers in seconds. By understanding natural language questions, Twig analyzes your existing support knowledge—FAQs, macros, documentation, product updates—and generates clear, consistent responses that match your brand tone.
Twig works around the clock, handling repetitive inquiries automatically while empowering agents with real-time suggestions, context, and next best actions. This shortens resolution times, reduces ticket backlog, and improves customer satisfaction without requiring your team to scale linearly. Twig can be embedded across channels such as chat, email, and self-service portals, so users can find what they need wherever they are.
Built for modern support teams, Twig integrates with popular help desks and knowledge bases, making setup fast and maintenance lightweight. It continuously learns from past interactions and feedback, improving answer quality over time and highlighting content gaps in your documentation. Whether you’re a fast-growing startup or a mature support organization, Twig helps you deliver reliable, 24/7 customer support while keeping your team focused on complex, high-value conversations.
Pricing
Freemium
Detailed plans have not been confirmed in our catalog. Check the official website for current limits and billing terms.
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Use Cases
- Automate high-volume FAQs such as shipping, refunds, or account settings so customers get instant answers without waiting for an agent.
- Support agents during live chats and email responses with AI-generated drafts and relevant articles, reducing handling time per ticket.
- Power a self-service help center where users can ask questions in natural language and receive tailored, conversational guidance.
- Onboard new support team members faster by giving them a central AI assistant that surfaces policies, playbooks, and past resolutions.
- Identify documentation gaps by analyzing unresolved queries and AI confidence levels, then prioritize new help articles accordingly.
Features
Instant AI-powered resolutions
24/7 omni-channel support
Agent assist with live suggestions
Search across all support content
Consistent, on-brand responses
Smart learning from past tickets
Workflow and helpdesk integrations
Actionable analytics and insights
Reviews
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FAQ
What is Twig and how does it work?
Twig is an AI assistant for customer support teams that understands natural language questions from customers or agents, searches across your existing knowledge (help center, tickets, macros, internal docs), and generates accurate, on-brand responses. It can respond directly to customers or assist agents with suggested replies and context.
Does Twig replace human support agents?
Twig does not aim to replace human agents. It automates repetitive, straightforward questions and provides agents with real-time assistance so they can focus on complex, high-value conversations that require empathy and judgment. Most teams use Twig to augment their existing support, not to eliminate it.
What data does Twig need to get started?
To get started, Twig typically connects to your help center, ticketing system, macros, or internal documentation. It uses this existing content as the source of truth for answering questions. The more complete and up-to-date your knowledge base is, the better Twig’s responses will be.
How does Twig handle security and privacy?
Twig is designed with security and privacy in mind. It only uses the data you connect for the purpose of answering support questions and improving its models for your workspace. Access controls, logging, and data retention policies can be configured according to your organization’s requirements.
How is Twig priced and can I try it first?
Twig’s pricing depends on your usage, team size, and required features. While exact plans may vary, most customers start with a trial or pilot period to validate value and performance before committing. Visit the Twig website or contact their team for the latest pricing details.