Not every message fits a category — the account questions, the one-offs, the "can you help me with" that don't belong anywhere else. A trained Suppro agent catches all of it from your playbook, inside your coverage window. Included on every plan, across every channel.
This is the safety net under every other service — the messages that don't fit a category still get read, answered or routed. All of it inside the scope of your plan.
Updating details, resetting access, managing a subscription — the everyday admin customers get stuck on.
The catch-all requests that don't fit a bucket — answered from your help docs, clearly and in your voice.
Questions about your terms, guarantees, sustainability or how something works — answered accurately, not fudged.
Whatever needs a specific team — wholesale, press, a genuine lead — sorted out and sent to the right place.
The thank-yous, suggestions and reviews acknowledged warmly, and the useful feedback passed on to you.
Genuinely outside the playbook? Escalated to you with the full context — never guessed at, never ignored.
A normal day of the miscellaneous and the uncategorised, handled inside your coverage window.
Every message that didn't fit a category from after hours is read and sorted first, oldest to newest.
Account questions, login help, "how do I" requests — answered from your help docs while the customer's still there.
A wholesale enquiry spotted among the support traffic and sent your way, rather than lost in the noise.
A question your playbook genuinely doesn't cover goes to you with the full context, rather than a guess.
The other fourteen services each own a clear lane. General support owns everything that falls between them — and that matters, because uncategorised messages are the ones most likely to be missed, precisely because they're nobody's obvious job. Someone catching them is what makes the coverage actually complete.
A scoped account on your store and helpdesk, plus your help docs and knowledge base, so the general queue can be answered from your own material. Revocable any time.
How you handle account changes, which questions route to which team, and where something should come to you. This becomes the catch-all playbook.
The channel is covered through your window. You get the monthly report, and only the escalations that genuinely need you.
The general queue is worked through your coverage window. Anything arriving outside it is picked up when the desk opens, inside your plan's first-response target.
Anything that doesn't fit the other fourteen services — account and login help, "how do I" questions, policy and info requests, feedback, and messages that need routing to a specific team. It's the safety net that makes sure nothing falls through simply because it wasn't an obvious category.
Yes — the everyday admin like updating details, resetting access and managing subscriptions is handled from your help docs and tools, within the permissions you grant. Anything that needs identity checks or account actions you'd rather keep in-house is escalated to you.
They're triaged and routed. A wholesale enquiry, a press request or a genuine lead is pulled out of the support flow and sent to the right place, so it doesn't sit unseen among routine questions — one of the quiet but valuable parts of working the general queue.
No. Every plan includes all fifteen services across all eight channels. You're buying a monthly block of support hours, and general queries draw from the same block as everything else.
Every plan covers all fifteen services across all eight channels — you're buying hours, not per-channel licences.
Fifteen minutes on a call is enough to work out your volume, the rules to apply, and which plan fits.