How Aiva handles software and license support
We sold software and license keys for years before we built Assistify. This is what Aiva does with the support questions that come in all day, and which ones it leaves for you.
We sold software and license keys for years before we built Assistify, so the inbox you're dealing with was ours first. Most of it was the same handful of questions, every day. Where's my key. It says invalid. Does it run on Windows 11. Answering them by hand is the kind of work that quietly eats someone's whole shift, and at one point we were paying people just to keep up with it.
What we learned the hard way: customers will forgive a slow reply. What they won't forgive is the runaround. Being made to repeat their order number, or getting stuck with a bot that can't help and won't pass them to a human. So Aiva is built to actually close these questions out, and to get out of the way fast when it can't.
Here's what that looks like for the questions you get.
The questions your own docs already answer
A big share of software support is just repeating something that's already written down. Install steps. System requirements. Why an antivirus flags the download. How activation works.
You don't have to retype any of it. Point Aiva at your existing help pages and it pulls them in, or upload your PDFs and text files directly. From then on, when a customer asks, Aiva answers from your material, in whatever language they wrote in.
The part we're strict about is what happens when your docs don't cover something. Aiva won't invent an answer to seem helpful. If it can't back a reply with your own material, it says it doesn't have that and offers to bring in a person, instead of guessing at something about a customer's license.
Customer: does this even run on windows 11
Aiva: Yes, it works on Windows 11. That "invalid file" warning when you download it is your antivirus quarantining the installer, not a broken file. Restoring it from quarantine takes a few clicks and it installs fine after that.
The questions that need their actual order
The other half of the inbox is personal. Where's my key. What did I buy. How much store credit do I have left. Your docs can't answer those, because the answer belongs to one specific customer.
So Aiva reads that customer's real record on your store instead. It connects to SellAuth, SellHub, SellApp, Shoppex, Komerza, Shopify, or your own API, and it already knows who it's talking to, so it never makes the customer dig up an order number or paste an email to prove who they are. When someone asks where their key is, it opens their order and tells them what's actually going on. It can see their orders and account, and that's all it can do with them. It reads, it never changes anything.
Customer: paid for the yearly an hour ago, still no key??
Aiva: I've got your order from earlier today, it's paid and the key was sent to the email on the order right after checkout. Worth checking your spam folder first. If it's not there, I'll get someone on our side to send it over again.
The questions that are yours to handle
Some requests are yours, not Aiva's. A refund, or anything that changes an account or moves money. Aiva can't do those itself, and it won't pretend to.
When it hits one, it doesn't dead-end the customer or quietly drop the chat. It passes the conversation to your team with the problem already worked out: a short summary of what the customer wants, and a clear next step to act on, like confirming refund eligibility on a specific order. Your agent opens it and picks up from there, instead of starting cold. And if you've wired your own action through the custom API, an HWID reset against your own system for example, Aiva can run that one directly.
We treat how often this happens as something worth watching, and we'd like it to drop over time. But when a request genuinely needs a person, a clean handoff beats a confident guess.
What it actually changes
You're not going to empty your support inbox, and you probably shouldn't try. But the "where's my key" message at 3am can close itself out, in the customer's language, and the cases that genuinely need you arrive already worked through. For a small team without people to spare, that's the difference that adds up.