When the assistant writes to your vendor support
Chasing a software vendor's support is a job nobody wants to do, and everybody forgets. The assistant takes care of it, from the first line to the answer coming back.
Published on 28 August 2026
It starts with an answer that didn't help
Under each answer from the assistant, two buttons: this helped, or it didn't. The second one opens routing, and the options depend on the context of the conversation: the vendor support detected from the subject, your in-house expert, your IT person.
If a colleague has already put the same question to that support team, the assistant says so and offers to follow their request rather than open a second one. Duplicates are what irritates a support team most, and what stretches response times most.
A request written the way you would write it
The assistant drafts an email on behalf of your company, with the useful technical context and nothing else. Your clients' names, the amounts, the personal data are stripped out before it goes: vendor support has no business knowing about your Martin file.
You review before sending, or you let it go straight out: the setting is per instance. Every request carries a tracking reference, and the cap of ten submissions per vendor per day stops a widespread incident turning into an avalanche at your vendor's end.
Reminders go out on their own, counted in working days
If there is no reply once the deadline you set has passed (48 hours by default, adjustable to 24 or 72), the assistant chases in the same thread, quoting the ticket reference the vendor issued itself. Never on a Saturday, never on a Sunday: chasing a support team on a Sunday helps nobody.
Three reminders by default, up to ten if you want. Once they are used up, the request moves to no answer and the team member can forward it in one click to their subject expert or their IT person, with the full history and the number of reminders that went unanswered.
What your vendors cost you, in figures
A table sums up, vendor by vendor, the number of requests, the response rate, the average delay in working days, the requests you had to chase and the ones that never got an answer. The conversation with a supplier changes when it rests on figures you keep yourself.
The effect is just as good for them: the study published in 2025 in the Quarterly Journal of Economics measures 14% more cases resolved per hour on the support side, and published field measurements put the share of requests that never get escalated at between a quarter and almost half, because the answer was found first.
Email today, APIs tomorrow
No prior agreement is needed: the assistant stands in for the team member in an email exchange, which vendor support handles like any other. Direct API access will come when negotiations make it possible, vendor by vendor.
And the line stays clear: a patch to apply or a damaged client file, that is the vendor, and the vendor alone. What the relay removes is the wait for a step that is already described in a manual.