AI customer support with human approval
Human approval means the AI drafts a reply and a person approves or rejects it before it reaches the customer. It is the most useful safety setting in AI customer support, because the costly mistakes, a wrong refund promise or an invented policy, are the ones nobody sees until the customer replies. Elite Support AI lets a person approve or reject any reply before it goes out.
The basic flow
- A customer question arrives by chat or email.
- The AI searches your own pages and drafts a reply with the source it used.
- A person sees the draft in the shared inbox and approves it, edits it, or rejects it.
- Only then does the reply go to the customer.
When to require approval
- In your first two weeks, for every reply.
- For money questions: refunds, discounts, billing disputes.
- For anything legal, medical or safety related.
- For any customer who has already complained once.
When to relax it
Once a question type has been approved without edits many times in a row, such as opening hours or delivery areas, let those send automatically and keep approval on the rest. Do this one question type at a time and keep the approval log, so you can see what was sent and who agreed to it.
What to measure
| Measure | Why it matters | How to read it |
|---|---|---|
| Approved without edit | Shows where the AI is reliable | A high share on one topic means it is safe to relax |
| Edited before sending | Shows where the pages are unclear | Fix the source page, not just the reply |
| Rejected | Shows where the AI should not answer | Route this topic to a person |
| Customer replied "that is wrong" | The real error rate | Any rise means tighten approval again |
The cost of approval
Approval adds a person to the loop, so replies are not instant. For a small team that trade is usually right at the start: speed from the AI on drafting, judgement from a person on sending. Over time the share needing review should fall as you fix the pages the AI draws from.
Pricing
| Plan | Price | AI replies per month | Sites |
|---|---|---|---|
| Free | $0 | 50 | 1 |
| Starter | $29 per month | 1,000 | 1 |
| Growth | $79 per month | 4,000 | 3 |
| Scale | $199 per month | 15,000 | 10 |
Approval is about control, not cost. Plans are flat, so reviewing replies does not change the bill.
A one-afternoon test before you switch
- Collect the 30 questions customers ask most, with the correct answer for each.
- Load the same pages into each candidate tool and ask all 30.
- Score every answer as correct, partly correct, wrong, or "I don't know". An honest "I don't know" is better than a confident wrong answer.
- Ask five questions your pages do not cover, to see whether the tool invents an answer.
- Work out the monthly bill at your real volume with the cost calculator.
- Keep the tool with the fewest wrong answers, not the best demo.
Frequently asked questions
Can I skip approval for some replies?
Yes. You decide which question types a person must approve and which can send automatically.
Does approval slow customers down?
It adds the time it takes a person to review. Many teams keep it on for sensitive topics only.