Do the homework
A teammate should not have to ask for every lookup. The agent should follow the request, consult relevant sources, and make missing facts clear.
About SundaeGood support starts
Good support starts
before the reply.
We’re building Sundae to handle the investigation and follow-through that fill a support team’s day, with people involved where their judgment matters.
Why we’re building itThe customer asks once.
The customer asks once.
The work spans five places.
“Why isn’t this working?” can mean checking what the customer tried, their account context, a known issue, the documentation, and an earlier conversation. Writing the answer is only the last part.
We built Sundae to do that work. When a request arrives, it investigates, answers routine questions, and takes action through connected tools. When approval is needed, it brings your team a specific proposal and carries it out once authorized.
Your team should not have to steer every lookup or write every reply. They should be able to trust the agent with the work and step in with context when needed.
What guides the product
Autonomy your team can work with.
An agent earns its place by doing useful work and making that work understandable.
Make judgment easier
When a decision needs a person, bring the context and a specific proposal. Keep the customer’s conversation close enough to check.
Be honest about progress
A proposal, an approval, and a completed action mean different things. The customer’s next update should reflect what actually happened.
See the approach in practiceFollow the work
Explore the product Follow the work
behind a request.
Explore how Sundae investigates, answers, and acts, with your team involved when a decision needs them.