Every support answer, with its source.
Support teams answer the same product questions all day, from customers and from each other. Neutron answers from your help center, product docs and internal playbooks, links the passage it used, and shows each person only what they are allowed to see.
Sample answer · a fictional company
A customer says their CSV export is empty. Is this a known issue?
Yes. Very large exports can come back empty on the current release. The workaround is to filter by date and export in parts.
Answered from
- Help center · Exporting data
- Jira · REP-311
The questions support handles every day.
Questions Neutron can answer once the right sources are connected, and where each answer comes from.
What is our refund policy for annual plans cancelled mid-term?
From the billing policy you upload or the help center page you crawl.
Is the CSV export problem a known bug, and is there a workaround?
From synced Jira or Linear issues and the comments on them.
How do I walk a customer through setting up single sign-on?
From your product documentation site.
Which plans include priority support?
From your pricing and plan comparison pages.
What did engineering say about last week’s login outage?
From the Slack channel where it was discussed, for people in that channel.
When do I escalate a ticket to tier two?
From your internal escalation playbook.
What is the approved wording for a delayed-shipment apology?
From your saved replies and tone guide, uploaded as documents.
Does the mobile app work offline?
From release notes and product docs.
Where support answers come from.
Most support knowledge already exists somewhere: a public help center, a docs site, an internal playbook, a long thread with engineering. Crawl your help center and docs daily, weekly or monthly so answers follow what the site says today. Upload playbooks, saved replies and policies as PDF, Word, Markdown or text files.
Google Drive, Slack, Jira and Linear are in preview. They sync documents, conversations and issues into the same knowledge base, so a question about a known bug can draw on the issue and the discussion around it.
- Help center and docs sites, crawled on a schedule
- Playbooks, saved replies and policies as uploaded files
- Slack, Jira and Linear history, in preview
One agent for customers, one for your team.
Run two agents on one knowledge base. A customer-facing agent sits in a widget on your help center or inside your product, answers from public sources only, and matches your brand. An internal agent answers support staff in the askneutron app, with access to playbooks, internal notes and engineering discussions.
When a question has no good answer, it shows up in unanswered questions and content gaps, so you know which article to write next. Anyone can report a wrong answer or citation from the conversation.
- The widget loads only on domains you allow
- Each agent has its own sources and appearance
- Unanswered questions show where docs are missing
Internal notes stay internal.
Access is set per source. Your public help center can power the customer widget while internal playbooks and Slack threads stay with your team. Synced tools bring their rules with them: Slack channel membership, Drive sharing and Jira project permissions decide which messages and issues appear in each person’s answers.
Any change an agent prepares waits for a person’s yes. Nothing in a customer’s account or your tools changes on its own.
- Customer agents answer from public sources only
- Private channels stay with their members
- Every answer links to the passage it used
Support questions.
All questionsSources support teams connect.
- Website crawl Crawl your help center, docs site, or intranet pages and keep them current on a schedule. Available
- File upload Upload policies, guides, and other documents so Neutron can answer from them with citations. Available
- Slack Preview. Sync Slack channels as knowledge, with channel membership deciding who sees what. Preview
- Jira Preview. Answer from synced Jira issues and comments, with project and issue security rules applied. Preview
- Linear Preview. Answer from synced Linear issues and comments in your public teams. Preview
One knowledge base, an agent for each team.
- IT Answer how-to, access and security questions from your runbooks before they become tickets.
- Sales Give reps current pricing, positioning and security answers, and give buyers answers on your site.
- Engineering Find design decisions, runbooks and release blockers from Codex, Claude or the askneutron app.
- People Answer leave, benefits and onboarding questions from your handbook, with sensitive files kept private.
- Finance and operations Answer policy and process questions, and chart the numbers from your trackers and exports.