Gleap — AI customer support from question to fix

What does Gleap do, in plain English?

Gleap is an AI customer support platform for software and SaaS teams. In plain English, it puts the customer's conversation, the evidence of a problem and the work to fix it in one place. Kai Support answers routine questions; other agents can investigate a difficult ticket, suggest product priorities and prepare a code change. Support staff, product managers and engineers keep the decisions that require judgment.

Answer customers from your own knowledge

Kai Support answers from your websites, snippets and files, with help-center articles and connected sources available according to plan. It cites the material used, so a customer can check the explanation. Maintain accurate instructions and scope internal content before switching it on.

The live-chat widget is available on Starter. Team adds email, WhatsApp, Instagram, Facebook Messenger, Slack and Telegram. When an answer needs a person, the conversation can move onward with its history. Kai Copilot offers another mode: it prepares a draft that a teammate edits and sends.

Turn a bug report into a reviewed fix

A useful bug report includes more than “it broke.” Gleap can attach screenshots, recordings and logs captured by its SDK. Kai Resolve uses that evidence, selected repositories and connected data to investigate. Repository access for the investigation is read-only; an inconclusive result still needs clarification.

For a confirmed issue, a teammate can start Kai Code. In the repository workflow, the output is a code change and pull request for engineers to review, merge and release. With automatic follow-ups enabled, the default flow asks someone to confirm the fix is live before updating the original customer. This distinction matters when merging and deployment happen at different times.

Prioritize feedback with customer context

Kai PM helps identify duplicate requests and recommend priorities using customer demand, revenue context and your goals. Use those recommendations to discuss what to build; your team still chooses the roadmap. Requests and their customer context can then feed an approved coding task.

Try a complete support workflow

1. Create a workspace, choose the data region and select the SDK for your product. Official SDK documentation covers JavaScript, iOS, Android, React Native, Flutter and Capacitor.
2. Obtain the dashboard SDK token and initialize Gleap in a test environment. Configure capture and masking before using real customer sessions.
3. Add maintained product knowledge, set escalation rules and ask a representative question. Check the cited source and the handoff path.
4. Submit a reproducible test bug. If evaluating the engineering workflow, connect only the relevant repositories and inspect the investigation before starting a coding task.
5. Review the resulting PR, release through your team's process and verify the enabled customer follow-up.

From Team, native integrations include Jira, Linear, GitHub, Slack and HubSpot, with API, webhook and MCP access. Check what each connection actually permits.

Plans, AI charges and trial limits

Checked on October 20, 2026: the current pricing page shows a seven-day free trial. USD reference prices are Starter $29/month with annual billing or $35 monthly; Team $149 or $179; Pro $299 or $359. Annual amounts are monthly equivalents of yearly billing. Starter has one seat and one project; Team adds unlimited seats/projects and the full agent team. Pro adds features such as voice, advanced reports and custom roles.

Budget for AI separately. Default Kai Support pricing is $0.29 per confirmed resolution, once per conversation: the customer must not request a person within 72 hours, and review must confirm resolution. Human handoffs are free. Investigations and other agent work can add usage charges. Kai Code Bridge uses your own supported coding subscription; Cloud sessions are usage billed. Currency, tax and the selected configuration affect the final bill.

Check data capture before connecting customers

Check the official capture and security controls before enabling replay. Web passwords are masked by default; other input values need explicit masking. Mobile replay uses periodic screenshots and currently has no SDK masking option, so visible sensitive information can enter the recording.

You can choose EU or US hosting, but that does not guarantee every AI provider processes data only there. Review the privacy policy and processors for your intended sources. Gleap's no-training commitment does not mean no data is sent to an AI provider.

Frequently asked questions

Is Gleap free?

No permanent free tier is shown on current public pricing. There is a seven-day trial, followed by the selected paid plan and applicable AI charges.

Can customers still reach a human?

Yes, through the configured handoff flow. On Team and above, widget escalation may first involve Kai Resolve. Test that route and your staffing rules before launch.

Is customer data used to train AI models?

Gleap's DPA commitment prohibits using customer personal data to train models or authorizing providers to do so. Enabled AI features still process relevant conversations, knowledge or code through service providers; review the applicable configuration.

Official resources and developer community

• Developer documentation: SDK installation and API references.
• Official SDK repositories: platform-specific code and issues.
• Service status: availability and incident updates.