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Explainers

Plain-language explainers and a glossary that define the concepts behind modern customer support and AI.

What's new in Explainers?

Live chat window alongside a legal BAA contract with highlighted training exclusion clause language

Live Chat Software Sep 14, 2026

HIPAA live chat: the BAA and transcript training gap

A signed BAA alone doesn't guarantee HIPAA-compliant live chat. Learn the transcript training gap and how to close it. Read the full compliance guide.

Michael Kansky Read

Professional reviewing and organizing documents to build a structured knowledge base for AI customer support agent accuracy

AI Support Agents Sep 2, 2026

Your AI agent's accuracy is set by knowledge base quality

AI support agent accuracy is determined by knowledge base quality. See how RAG grounding, governance, and retrieval config drive correct answers - not model size.

Michael Kansky Read

Proactive chat invite appearing on a checkout page with a high-intent visitor considering a purchase decision

Live Chat Software Aug 28, 2026

Do proactive chat invites really lift conversions?

Does proactive chat really boost conversions 2.8x? Learn why that stat misleads and how holdout tests reveal real 15-25% lift. Read the full breakdown.

Michael Kansky Read

SaaS pricing tier table showing SSO and audit logs locked behind enterprise tier

Support Pricing Aug 27, 2026

The SSO tax: why security sits behind top tiers

SSO and audit logs are locked behind enterprise pricing on most support platforms. See the cost breakdown and how to fight the SSO tax at renewal.

Michael Kansky Read