One Month In: What We've Built

AI That Actually Knows Your Product

The problem you're dealing with:

Your support team answers the same questions over and over. "How do I reset my password?" "What's included in the Pro plan?" "Does this work with Shopify?"

Meanwhile, your AI chatbot gives generic, unhelpful responses because it doesn't actually know anything about your product.

What we built:

You can now upload PDFs, documentation, or just paste URLs. The AI reads everything and learns your product inside out.

When a customer asks a question, it searches through all your content using vector search and finds the exact answer. No more "I don't know" or "let me transfer you to a human."

Here's the difference:

Before: "I need to check our docs and get back to you in a few hours."

After: AI answers with exact product details in 2 seconds using your actual documentation.

The impact:

We're seeing this handle about 70% of common questions automatically. That means your team can focus on the complex stuff that actually needs a human touch.

Upload your docs once. Answer thousands of questions forever.

Turn Every Support Chat Into a Lead

The problem you're dealing with:

Anonymous visitors chat with you, get their answers, and disappear. You helped them but you have no way to follow up. No email. No contact info. Nothing.

That's a missed opportunity every single time.

What we built:

Your chat widget can now collect emails before the conversation starts. It's completely optional and fully customizable.

You decide:

• When to show it (always, or only for new visitors)
• What to ask for (just email, or email plus name)
• The message they see ("Drop your email so we can help you better")

Set it up in about 30 seconds in your widget settings.

Here's the difference:

Before: 100 anonymous chats. Maybe 5 of them eventually sign up on their own.

After: 100 chats with emails. Now you can send a follow up email, add them to your newsletter, or reach out with special offers.

The impact:

Every support conversation becomes a potential lead. Even if they don't buy today, you can nurture them over time.

One team told us they're getting 60+ new email subscribers per week just from support chats. That's 3,000+ leads per year they would have lost before.

And we made the widget faster too:

We completely rebuilt the widget code. Bundle size went from 135kb down to 15kb. That's over 8x smaller.

What does this mean for you? Your widget loads instantly. No lag. No slow page loads. Just fast, smooth chat that doesn't hurt your website performance.

Your customers get help faster and your Google page speed score stays high. Win-win.

Bring Your Support Into Slack

The problem you're dealing with:

Your team lives in Slack. But your support platform lives somewhere else. So you're constantly switching tabs, missing notifications, and responding slower than you'd like.

What we built:

One click and your Slack workspace is connected. No copying tokens, no technical setup, just click "Add to Slack" and you're done.

Now when a customer sends a message, you get a Slack notification in about 2 seconds. You can see the message preview right there and either reply quickly or jump to the full dashboard.

Here's the difference:

Before: Customer sends message. You check dashboard 8 minutes later. Customer is already frustrated.

After: Customer sends message. Slack notification appears instantly. You respond in 3 minutes.

The impact:

Teams using this are seeing response times drop from 8 minutes to 3 minutes on average. And the best part? You never have to leave Slack to know when someone needs help.

No more missed urgent requests because you weren't looking at the right tab.

AI That Sounds Like Your Brand, Not a Robot

The problem you're dealing with:

Every chatbot sounds exactly the same. Stiff. Corporate. Robotic.

"I am an AI assistant. How may I assist you today?"

Customers can tell immediately they're talking to a bot, and it feels cold. It doesn't match your brand at all.

What we built:

You can now give your AI a real personality:

• Pick a name (like "Sarah" or "Alex" instead of "Support Bot")
• Choose an avatar (an emoji or upload your own image)
• Write a personality description that matches your brand voice

The AI uses all of this to respond in a way that actually sounds like your team.

Here's the difference:

Before: "I am an AI assistant. How may I help you?"

After: "Hey! I'm Alex from the support team. What can I help with today?"

Real examples of how teams use this:

B2B SaaS company: "Professional and technical. Get straight to the solution."
Result: Concise, expert responses that developers appreciate.

E-commerce store: "Friendly and enthusiastic. Love helping people find what they need."
Result: Warm, encouraging responses that feel personal.

Healthcare app: "Empathetic and reassuring. Patient and careful with health topics."
Result: Understanding responses that make users feel heard.

The impact:

When your AI has a consistent identity that matches your brand, conversations feel natural. Customers still know it's AI, but they don't mind because it actually sounds helpful instead of robotic.

Takes 2 minutes to set up. Changes the entire feel of your chat.

Your Brand, Your Colors

The problem you're dealing with:

You spent weeks getting your website design perfect. Every color, every button, every detail matches your brand.

Then you add a chat widget and it looks completely out of place. Wrong colors. Wrong style. Obviously a third-party tool.

What we built:

Full control over how your widget looks:

• Custom colors for everything (primary color, header, buttons)
• Teaser messages that pop up ("Still have questions? 👋")
• Pre-chat forms to collect info before the chat starts
• Mobile responsive so it looks good everywhere
• Live preview so you see changes instantly

Here's the difference:

Before: Generic blue chat widget that clashes with your purple brand.

After: Chat widget that looks like it was designed as part of your product from day one.

The impact:

Customers don't even realize it's a separate tool. It just feels like part of your app.

And those teaser messages? We're seeing about 40% more conversations start when you add a friendly popup after someone's been on the page for 10 seconds.

"Still looking for pricing info? I can help!" gets way more engagement than just sitting there quietly in the corner.

Zero code required. Just pick colors and type your message.

Share Conversations With One Click

The problem you're dealing with:

Your teammate asks "Hey, can you look at this customer issue?"

So you have to:

1. Ask for the conversation ID
2. Copy it
3. Search for it in the dashboard
4. Read through to understand context
5. Finally help

It takes forever and everyone's frustrated.

What we built:

Click the share button. Link is copied. Paste it anywhere (Slack, email, Teams, wherever).

Your teammate clicks the link and boom, the conversation opens instantly. Full context, full history, ready to go.

Here's the difference:

Before: "Can you check conversation #12847?" (5 minutes of back and forth to find it)

After: Click share, paste link in Slack, done in 10 seconds.

Real ways teams use this:

Training new support agents: "Here are 5 great example conversations to learn from." Send 5 links. New agent reads real examples instead of generic training docs.

Escalations: Customer has a complex technical issue. Share link with your engineering team. They see full context immediately.

Handoffs: Going home for the day but customer is waiting? Share the conversation link with the next shift. No context lost.

The impact:

What used to take 5 minutes of explaining and searching now takes 10 seconds. Your team moves faster and customers get better help.

Blazing Fast (And We Can Prove It)

Why speed matters:

Customer waits 5 seconds for chat to load. Gets frustrated. Closes the tab. You just lost a sale.

Or worse, they send a message and it takes 3 seconds to show up. They send it again. And again. Now you have duplicate messages and a confused customer.

Speed isn't a nice to have. It's everything.

How we built for speed:

We chose our tech stack specifically to be fast:

Golang backend: Most chat tools use Ruby or Python. We use Go. It handles 10,000+ concurrent connections easily and responds in milliseconds. Big companies like Uber and Cloudflare use Go for exactly this reason.

WebSockets: Real-time persistent connections. Your message goes from customer to agent in under 100ms. No polling. No delays. Just instant.

Redis caching: Frequently accessed data sits in memory. Conversation lists load in 50ms instead of 500ms.

Optimized widget: 15kb bundle size. Loads in under 200ms even on slow 3G connections.

PostgreSQL: Battle tested database that handles millions of messages without breaking a sweat.

How this compares:

Most popular chat widgets range from 180kb to 500kb+, taking 800ms to several seconds to load.

Backend.chat: 15kb, under 200ms load time.

That's 10x+ smaller and significantly faster.

The impact:

Messages appear instantly. Widget loads before your customer even notices. No lag when typing. No delay when switching between conversations.

Your team moves faster. Your customers get better experiences. Your website performance doesn't suffer.

When you're handling 1,000 conversations per day, those milliseconds add up. Faster responses mean happier customers and more closed sales.

Enterprise Security From Day One

The problem you're dealing with:

You find a tool you love. You show it to your compliance team. They say no.

Why? No audit logs. No proper access controls. No way to track who did what. Can't self-host the data.

So you're stuck with expensive enterprise tools even though you don't need 90% of their features.

What we built:

Everything compliance teams ask for:

• Role based access (Owner, Admin, Agent, Viewer)
• Audit logs that track every action
• Invite system with expiration dates
• Widget API keys with rate limiting
• Origin validation (only your domains can use your widget)
• Self-hosting option so data never leaves your infrastructure

Here's the difference:

Before: "We can't use tools that don't have audit logs." (Stuck with enterprise pricing)

After: "This actually passes our security review." (Use it for free during beta)

For regulated industries:

Healthcare, finance, government, or anyone who can't put customer data in random cloud services.

You can self-host the entire thing. Every conversation, every message, every piece of data stays on your servers.

The impact:

Startups get enterprise-grade security without enterprise prices. Regulated companies get a tool they're actually allowed to use.

And if something goes wrong? Full audit trail shows exactly what happened and who did it.

What's Next

We're not slowing down. Here's what we're building right now.

Multiple chat widgets per organization:

Right now you get one widget per organization. But what if you have multiple products? Or different websites? Or you want different settings for your app vs your marketing site?

Soon you'll be able to create as many widgets as you need, each with its own style, AI persona, and settings.

Email notifications:

Get notified when someone messages. When you're mentioned in a conversation. When a chat has been waiting too long.

Because you shouldn't have to keep the dashboard open all day just to know when customers need help.

More integrations:

Slack is just the start. We're adding Microsoft Teams, Discord, and more.

Your team should get notifications wherever they already work.

What else should we build?

We're a small team and we actually listen. What would make this more useful for you?

You can submit your feedback via chat widget on our website or send us a DM at X (@backend_chat). Your feedback shapes what we work on next.

The Bigger Picture

Most support tools charge $50 to $200 per agent per month.

Do the math. That's $24,000 per year for a 10 person team. And the price goes up every time you hire.

We're building something different.

Self-hostable. Predictable pricing. No per-seat fees.

Because your support costs shouldn't grow faster than your revenue. And you shouldn't have to choose between "affordable" and "actually good.