# PopVia

> AI-powered customer support automation platform that helps businesses reduce support costs by up to 99%

PopVia is a SaaS platform that enables businesses to deploy AI chatbots trained on their own knowledge base. The platform automates up to 80% of customer support inquiries, replacing expensive support agents (averaging $40,000/year) with intelligent AI assistants starting at just $250/month.

## Core Features

- **Knowledge Base Upload**: Upload documents, FAQs, or crawl website URLs to train the AI
- **Embeddable Widget**: One-line embed code for any website with customizable appearance
- **24/7 Instant Responses**: AI handles customer inquiries around the clock
- **Support Ticket System**: Full-featured ticketing with AI auto-responses and agent workflow
- **AI Auto-Responses**: Automatic solution suggestions based on knowledge base and past successful resolutions
- **Solution Effectiveness Tracking**: Monitor AI success rate and identify knowledge gaps
- **Response Templates**: Canned responses for common support scenarios (categories, usage tracking)
- **Agent Workflow**: Ticket assignment, priority levels (urgent/high/medium/low), replies, internal notes, and activity logs
- **Bulk Actions**: Batch operations for ticket management (assign, resolve, reopen, set priority)
- **Two-Factor Authentication (2FA)**: Optional TOTP-based 2FA for enhanced account security
- **Profile Photos**: Upload and manage user profile images
- **API Access**: Full REST API with secure workspace-scoped API keys
- **Escalation URLs**: Configure custom escalation endpoints per widget/site

## How It Works

1. **Upload Knowledge**: Add documents, FAQs, or crawl website URLs - PopVia learns your business instantly
2. **Configure Agent**: Customize your AI assistant's personality and behavior with system prompts
3. **Embed Widget**: Copy a single line of code to your website
4. **Automate Support**: AI assistant handles inquiries 24/7 while tracking effectiveness
5. **Manage Tickets**: Review escalated tickets, assign to agents, track resolution metrics

## Support Ticket System

The ticketing system provides:
- **Public Ticket Submission**: Customers submit tickets via widget with name, email, subject, description, and optional images
- **AI Auto-Response**: System finds matching solutions from knowledge base and past successful tickets
- **Feedback Loop**: Customers confirm if solution worked; unsuccessful attempts escalate after 3 tries
- **Agent Dashboard**: View all, my, or unassigned tickets with status/priority filters
- **Ticket Management**: Assign agents, set priorities, add replies, internal notes
- **Bulk Operations**: Process multiple tickets at once
- **Email Notifications**: Auto-response emails, feedback requests, resolution confirmations
- **Solution Tracking**: Monitor which solutions work and flag ineffective ones (10+ failures)

## Pricing

All prices in USD. Save 20% with yearly billing.

### Scale Plan (Most Popular)
- **Monthly**: $299.70/mo
- **Yearly**: $249.75/mo ($2,997/yr)
- Unlimited documents

### Full Service Plan
- **Monthly**: $1,699/mo
- **Yearly**: $1,349/mo ($16,188/yr)
- Unlimited documents
- On-board support team included
- White-glove implementation

### All Plans Include
- Unlimited knowledge documents
- AI-powered chat assistant
- Embeddable chat widget
- Support ticket system with AI auto-responses
- Agent workflow and assignment
- Response templates (canned responses)
- Solution effectiveness analytics
- Two-factor authentication (2FA)
- API access
- Priority support
- Secure payments via Stripe
- Cancel anytime

## Dashboard Features

- **/dashboard**: Main dashboard overview
- **/dashboard/knowledge**: Manage knowledge base documents and URLs
- **/dashboard/agent**: Configure AI assistant behavior and system prompts
- **/dashboard/embed**: Get embed code and manage API keys with domain restrictions
- **/dashboard/chat**: Test and preview your AI assistant
- **/dashboard/tickets**: View and manage support tickets with effectiveness metrics
- **/dashboard/canned-responses**: Create and manage response templates
- **/dashboard/account**: Profile settings, password, profile photo, 2FA configuration
- **/dashboard/billing**: Subscription management via Stripe portal

## Contact

- Website: https://popvia.com
- Sign Up: https://popvia.com/subscribe
- Sign In: https://popvia.com/auth/login

## Documentation URLs

- /articles - Blog, guides, and tutorials
- /terms - Terms of Service
- /privacy - Privacy Policy
- /investors - Investor information
- /support/[workspace] - Public support widget page

## Technical Details

PopVia uses:
- **Vector Embeddings**: Semantic search to match customer queries with relevant knowledge base content
- **Large Language Models**: Generate accurate, contextual responses using state-of-the-art AI (GPT-4o-mini)
- **Real-time Processing**: Background processing for document chunking and embedding generation
- **Secure API Keys**: Workspace-scoped keys with domain origin restrictions
- **Webhook Escalation**: Configurable escalation URLs for ticket notifications
- **Two-Factor Authentication**: TOTP-based 2FA with QR code setup

## API Capabilities

- Knowledge management (CRUD for documents and URLs)
- Chat sessions and message history
- Ticket management (create, list, resolve, reopen)
- Ticket agent workflow (assign, priority, replies, notes)
- Solution effectiveness tracking
- Canned responses management
- Bulk ticket operations
- Workspace management
- Widget embedding with origin validation
- Feedback collection and analytics
- Profile photo upload/removal
- 2FA setup, verification, and management

## Security

- JWT-based authentication
- Magic link passwordless login
- Two-factor authentication (TOTP)
- Domain-restricted API keys
- HTTPS-only communication
- Secure Stripe payment processing
- Encrypted 2FA secrets
- Profile photo validation and secure storage