A note from Carlos

Why I built SuppyHQ.

Hey. I'm Carlos. I built SuppyHQ.

I run support for four of my own products. For a long time that meant Gmail. Same questions, over and over. "How do I export?" "Can I get a refund?" I'd answer them, then answer them again next week. The easy stuff kept crowding out the conversations that actually needed me: the refund that wasn't straightforward, the person who was frustrated, the weird edge case.

I got tired of that. So I built an inbox for myself.

Suggested replies

I started wondering: what if the system could notice that I'd already answered this kind of question before, and suggest a reply?

That's what Suggested replies are. It looks at the core of the question, the part that usually means you've answered it before, then suggests something that still fits this customer. Not a copy-paste robot. Just the main idea, adapted. It saves a surprising amount of work.

It also knows when to keep quiet. A question that looks like one you've answered isn't always the same question. Someone asking your nonprofit rate is not someone asking your annual price, even though the words line up. When the old answer doesn't fit the new question, the composer stays empty.

Suggested replies don't send anything for you. If you've answered something before, that answer shows up in the composer. You read it, change a word if you want, hit send. You're still the one talking to the customer. You're just not typing the same paragraph for the fortieth time.

That's the whole stance in one line: stay in the conversation. The hard ones need you. The repeats shouldn't eat your day.

Cold pitches

People selling me SEO, cold outreach tools, and offshore dev teams found support@ too. That mail passes every authentication check. A real person at a real company typed it, and Gmail is right to deliver it. The sender never bought anything.

Gmail has no way to tell the two apart. A support inbox does, because everything else in it is a customer. So the pitches get held back, with a count in the sidebar. You look when you feel like it, or never.

A pitch gets held back only on a confident verdict. If the check is slow, or down, or confused, the email lands in your inbox. The worst case is a pitch you delete yourself.

Who you're talking to

I also wanted to know who I was talking to. So I hooked up payment providers. You can see if someone's subscribed, to what, and their LTV, right next to the thread.

Long threads

And those long threads you keep having to re-read from the top? SuppyHQ summarizes them so you don't have to dig through everything again just to remember where you left off.

Why not chat

I also knew I didn't want a chat widget. The green dot turns support into a performance. You stop shipping to answer. The customer waits for "typing…" You can't batch. You can't think.

Email already has the right pace. You read when you can. You reply when you have something useful. I wrote that out properly here: Chat is a trap. And if you want the quieter version of the same idea, office hours, not 24/7.

So SuppyHQ is email. A small widget in your app if you want one, but whatever someone writes still lands as email. No green dot. More on why that order matters in Email, sorted.

Then the extras

Once the day stopped hurting, I added one more thing.

Half the "how do I…" emails don't need to be emails. Guides live in a small widget inside your app. People can find the answer themselves. If they still need you, they write you, and it becomes email. Same calm pace.

That's it

Free for the first 10 people who write in. Then $29/month, for Teams too during the beta.

Curious where the data lives? Here's the stack.

Questions? karloscodes@suppyhq.com · Start free