Sue.
Our support team is six people. We close more tickets than the 30-person team at our last company. The AI is the difference, and the AI is only good because it reads our actual case database.
Sue.com matches plaintiffs to attorneys. Every case has a unique status, a unique attorney, and a unique set of next steps. The old support stack treated everyone the same, and customers were furious when they got a canned response after a court-date change.
Side by side, what the old stack did and what Message does instead.
Sue.com tried Zendesk's AI add-on. It would write fluent, confident replies that were wrong about case statuses. One reply told a customer their case was settled when it had been refiled. That was the day the experiment ended.
Message.ai grounds every reply in the customer's own knowledge base. Sue.com pipes their case-status database in via the REST API. The AI cannot answer a status question without retrieving the actual case record first. Hallucinations went to zero, almost overnight.
Daniel runs support with six people across three time zones. The unified queue lets them hand off chats without losing context. The AI handles 70 percent of overnight volume, so the early-shift agent walks into a clean inbox.
At 28 staff, the old Zendesk bill was $336 a month for chat alone, plus add-ons. Message Business is $19 flat, unlimited agents. Daniel says the savings will fund their next two hires.
Products on the Message platform plus the integrations they connected.
Fourteen days free. No credit card. Same product, same support, same AI as every team in this collection.