Customer storyMerge brings AI guidance to integration issues.
Merge uses Frigade Assist API to help customers troubleshoot integration issues inside its dashboard. Customers can get an explanation of an issue and follow guidance to the relevant settings without describing their setup from scratch.
The challenge
Merge's teams already used Engage to introduce features and communicate inside the product. Integration support called for a different response, one that could explain the issue a customer was looking at and show them what to do next.
The solution
Merge uses Assist API to open help from its own Solve with AI button. The request includes the integration and relevant issue details, so the conversation can begin with the problem itself.
- Customer questions answered in-product
- 2,300+
- Average time to an answer on an integration error
- 8s
- Customers used Solve with AI in its first 7 weeks
- 100+
About Merge
Merge builds infrastructure that connects software and AI products to business systems. Its Unified API lets teams offer customer-facing integrations across categories including HR, accounting, CRM, and file storage.
Merge first used Frigade Engage for announcements and surveys. It later added Frigade Assistant in its dashboard and Assist API for help launched from specific places in the interface.
“Loved working with the team at Frigade to get this experience in our dashboard.”
The right help depends on what the customer is doing.
An error needs more than a definition A missing permission or expired credential can interrupt a connected account. Fixing it requires understanding the third-party system as well as the options available in Merge.
The next step can belong to someone else Some changes happen in the Merge dashboard. Others require an administrator to change a setting in the connected system. The customer needs to know which path applies before taking action.
“Sales uses it to enrich accounts, marketing to share updates, and product to promote new features.”
Start with the issue already on screen.
Connect the answer to the current page Frigade combines Merge's product context with its help center and documentation. Merge supplies a question about the issue the customer has selected instead of opening an empty chat.
Explore Assist APIGuide the change where it happens When the fix belongs in Merge, the assistant can guide the customer through the dashboard to the relevant setting. When it belongs in another system, it provides instructions the customer can share with that system's administrator.
See Merge's walkthroughKeep support within reach Customers can continue asking questions in the same panel. If they ask for a person, Merge opens its support chat with the questions already included.
How handoff to your support tools worksTurn a connection error into a guided fix.
One support case, followed from the error to the fix.
A connected account is missing access A customer opens a Google Drive error in Merge. The connection cannot read some of the data it is set up to request.
Understand what needs to change They click Solve with AI. Frigade explains that they can either grant the missing access or stop requesting that data if they do not need it.
Follow the guide to the setting The customer chooses to stop requesting the unused data. Frigade takes them to the right setting in Merge and points out what to change.
Product support becomes part of the dashboard.
Merge has put integration help beside the issue that prompts it. More than 600 customers have asked over 2,300 questions in-product since the August launch, and Solve with AI has explained more than 150 integration errors since it went live in late September. Customers can move from an explanation to guidance in the product, with a route to human support when they need it.