Customerly – AI Chat & Support
Customerly Ltd · Marketing · Chatbot
Customerly Aura is the AI customer support agent built into Customerly. It answers tickets across live chat, email, and WhatsApp, runs tasks like refunds, and hands hard cases to a human.
About Customerly – AI Chat & Support
What Is Customerly Aura
Aura is the AI layer of Customerly, the AI agent for SaaS support built by Customerly Ltd in Dublin. You point it at your help center software, product docs, and past conversations, and it starts answering customers within hours rather than after weeks of setup. The company says Aura resolves 72% of conversations on average across its customer base.
The selling point is that it acts, not just replies. Aura can look up an order, offer an alternative when a customer is upset, or process a refund through a connected billing system. When it runs out of confidence, it passes the whole thread to a person with the account data attached.
The catch is scope. Aura is only sold inside Customerly, so adopting it means moving your support stack, not just adding an AI chatbot for customer service to whatever you run today. Data is stored in the EU, which matters for European teams and may slow down a US operation that has its own compliance posture.
Getting Started
- Start a free trial at customerly.io and pick a plan, Core at $19 per seat or the standalone Aura AI Agent billed per conversation.
- Connect your channels: the chat widget on your site, your support email address, WhatsApp, and Facebook Messenger.
- Feed Aura its knowledge. Import help center articles and canned responses, then write AI Missions in plain language for tasks like refunds or account lookups.
- Turn on a Chatflow with Aura in it. Conversations that hit that flow get assigned to the agent automatically.
- Watch the first week of replies in the shared inbox, check the sources behind each answer, and refine the docs where Aura went thin.
Product Information
A quick look at Customerly – AI Chat & Support's pricing, supported platforms, and performance.
Best for
The users, tasks, and scenarios where this tool fits best.
Users
- SaaS support teams drowning in repetitive tickets
- Founders running support alone
- Teams in the EU with data residency rules
Tasks
- Resolving routine billing and account questions
- Automating refunds and cancellations
- Handling support across channels at once
- Catching what a chatbot would miss
Scenarios
- A launch week with a spike in signups
- Night and weekend coverage
- Cutting cost per ticket
Key features
Autonomous Ticket Resolution
Aura works a conversation to the end instead of sending one reply and waiting for a human. It reads the request, gathers data from your help center and connected systems, then answers, acts, or escalates. That is what separates real customer support automation from a bot that only replies. Customerly reports a 72% average resolution rate across its customers, which is where most of the return comes from.
AI Missions
Missions are written in plain language and tell the agent what to do for a class of request: check the order, offer a credit, process the refund. That beats a rule tree, because you describe the outcome and Aura figures out the steps. Connecting billing and product systems is what turns a Mission from a script into an action.
Multi-Channel Support from One Training
AI live chat, email, WhatsApp, Facebook Messenger, and the mobile apps all run on the same knowledge. Most AI agents for SaaS support are set up per channel, with separate answers and languages to maintain. One knowledge base here means one place to fix a wrong answer.
Source Tracing and Escalation
Every Aura reply comes with the sources it used, so you can see which article or flow produced the answer. When confidence is low or information is missing, Aura escalates with the full conversation, customer account data, and its reasoning. A human can also jump in and take over at any point.
Image and File Reading
Customers send screenshots, PDFs, and text files with their questions. Aura reads them, which is the difference between a support agent and a text-only bot when someone attaches a broken dashboard image and asks why. Zendesk's AI agents, by contrast, process text only.
Shared Inbox and Human Handoff
Aura works inside the same inbox as your agents, not in a separate console. Anyone can reassign a conversation to themselves and keep going from the same thread. That matters at handoff, since the customer never restarts the story with a new person.
Pros and cons
Pros
- Resolution runs end to end, including refunds and account lookups, so it's more than a faster FAQ page.
- One knowledge base covers every channel, which cuts the upkeep that per-channel AI setups demand.
- The standalone Aura plan has no seat minimum, so a small team can test the agent before buying the full platform.
- Data stays in the EU, and Customerly publishes the GDPR and EU AI Act documentation that European procurement teams ask for.
Cons
- There is no free plan. The trial ends and support automation costs at least $19 per seat or $0.45 per conversation.
- Aura only runs inside Customerly, so switching to it means replacing your current helpdesk rather than adding a bot to it.
- AI conversations are metered, and a busy month can cost more than the seat price suggests, especially at $0.50 per conversation bought on demand.
- The resolution figures come from Customerly itself. How well Aura handles your own ticket mix needs a test on real conversations.
Frequently asked questions
Customerly Aura is the AI customer support agent built into Customerly. It answers customer conversations across chat, email, WhatsApp, and Facebook Messenger, performs actions such as refunds through connected systems, and escalates to a human agent when it's unsure. The company reports an average autonomous resolution rate of 72%.
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