SOLUTIONS · CUSTOMER SUPPORT
Use AI for customer support to find current answers and escalation guidance. Give agents and CSMs the source behind each response.
Can an annual customer get a partial refund?
The refund policy explains annual-plan requests and the approval route for exceptions. The current terms are linked beside it. 1
Refund policy
How do we escalate a data deletion request?
The privacy runbook routes deletion requests to the responsible privacy owner. The procedure lists the required next steps. 1
Escalation paths
What did we promise Fern House at renewal?
The renewal note records reporting and onboarding commitments. The signed agreement contains the commercial terms. 1
Account promises
What changed in the latest release?
The latest release notes cover export improvements and revised setup. The support guide explains the changed customer journey. 1
Release notes
Your support agents and support leads share answers with sources.
Support agents
Can an annual customer get a partial refund?
On request
Who approves exceptions to annual-plan refunds?
Before deciding
Source answer: The refund policy explains annual-plan requests and the approval route for exceptions. The current terms are linked beside it.
Sources: Refund policy (Google Drive); Fern House · Supporting notes (Notion).
Support leads
How do we escalate a data deletion request?
Weekly
Who owns the deletion-request procedure and its next steps?
Before deciding
Source answer: The privacy runbook routes deletion requests to the responsible privacy owner. The procedure lists the required next steps.
Sources: Escalation paths (Notion); Fern House · Supporting notes (Google Drive).
Customer success
What did we promise Fern House at renewal?
On request
Which reporting and onboarding commitments were agreed at renewal?
Before deciding
Source answer: The renewal note records reporting and onboarding commitments. The signed agreement contains the commercial terms.
Sources: Account promises (Google Drive); Fern House · Supporting notes (Notion).
Contractors
What changed in the latest release?
Weekly
Which setup changes should support explain after the release?
Before deciding
Source answer: The latest release notes cover export improvements and revised setup. The support guide explains the changed customer journey.
Sources: Release notes (Notion); Fern House · Supporting notes (Google Drive).
Support agents
Can contractors read internal incident and personnel notes?
On request
Which customer-facing guidance can contractors read without internal incident notes?
Before deciding
Source answer: The customer-facing guide is available to contractors. Internal incident and personnel notes remain restricted.
Sources: Internal notes withheld from contractors (Google Drive); Fern House · Supporting notes (Notion).
Support leads
Can our support AI tool and teammates check the same guide?
Weekly
Which cited guide should teammates check before sending a reply?
Before deciding
Source answer: Your support AI tool receives the current guide and citations. Teammates can inspect the same source before replying.
Same cited source for Support AI tool, Teammates.
Inspect the same source before replying.
Sources: Answers in the tools agents use (Notion); Fern House · Supporting notes (Google Drive).
Search the refund policy and current terms to check annual-plan requests and the exception route.
Find the annual-plan refund guidance and approval route for exceptions, with the current terms linked beside it.
Search the privacy runbook for the deletion-request owner and required next steps.
Find the responsible privacy owner and open the procedure listing the next steps for deletion requests.
Read the renewal note and signed agreement separately to reconstruct the account commitments.
Find the reporting and onboarding commitments in the renewal note, with commercial terms in the signed agreement.
Read the latest release notes and support guide separately before explaining the changed customer journey.
Find the export improvements and revised setup in the release notes, with the changed journey explained in the support guide.
ONE CONNECTED BRAIN
Bring Google Drive, Notion and your uploads into one cited answer.
FOLLOW THE SOURCE
Open the citation. Read the original wording and surrounding detail.
PERMISSIONS IN EVERY ANSWER
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Answers respect source access.
Set its scope. Revoke its key.
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Check provider data use and retention.
Connect your model to governed knowledge.
Review data handling, providers and international transfers.
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FAQ
The refund policy explains annual-plan requests and the approval route for exceptions. The current terms are linked beside it. Ask follow-ups in the same conversation and open each citation to check the surrounding detail, then share the source with colleagues who can access the same collection.
The privacy runbook routes deletion requests to the responsible privacy owner. The procedure lists the required next steps. Connect the relevant Drive folder or Notion pages, or upload documents, then follow citations to their original passages from the AI tools your colleagues already use.
Connect Google Drive, Notion and document uploads; Claude, Cursor and Codex ask your company knowledge through HeyBrain MCP. Keep decisions and references available where your team works. HeyBrain supplies knowledge; agents use their own tools for actions requested by the user.
People and agents receive answers from sources they can open. Workspace rules restrict the audience; each agent has its own key and scope. Administrators review requesters, times and source references in activity records alongside workspace membership and source access rules.
Connect your team’s current brief, decision notes and working guide, invite the people who need them and ask a familiar question. Open its source citations before expanding the collection. Align workspace membership and individual agent scopes with each team’s responsibilities.
HeyBrain sends only the context a task needs instead of repeatedly passing whole documents to your AI tool. Use the context calculator to compare the amount you send and your input price. Your team shares the same connected knowledge across tools, so every new conversation can start with the relevant passages and their sources.
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