Blog
Guides, research and product updates from the Synapse team.
Product
4 min
The confidence bar: when should AI not answer?
Why the most important feature of a support bot is knowing when to stay quiet.
Playbook
5 min
5 ticket types you should automate first
Password resets, plan changes and three more that close themselves with no risk.
Guide
7 min
Writing a support macro your AI can learn from
Short, specific, one decision per reply. The macro style that trains the best drafts.
Research
8 min
What 1M tickets taught us about angry customers
Refunds over the limit and double charges: the patterns behind tickets that need a human.
Opinion
5 min
Support metrics that matter in 2027
First reply time is easy to game. Track resolved-without-reopen instead.
Company
2 min
Synapse is now SOC 2 Type II
What the audit covered and what it means for your data.