How Biteable runs customer support on AcornReply
2 min read
- #case-study
- #support
A video platform with a large user base, supported by a tiny team: how Biteable's customer email flows through the AI support inbox we build.
Engineering
Building AcornReply
How we build AcornReply: AI drafting, retrieval, notifications, and the small-team support stack.
Grasshopper Signup's support inbox, run on AcornReply
2 min read
- #case-study
- #support
A long-running, high-growth signup-sheet product with year-round support and seasonal spikes, handled through the AI support inbox we build.
Custom domains and a Host you can't trust
10 min read
- #security
- #cloudflare
- #multi-tenancy
Serving a help center on a customer's own domain means rewriting the Host header at the edge, which turns tenant routing into a security decision.
Reply-by-email: two plus-signs and a token
10 min read
- #security
- #postmark
How a support inbox routes email replies back to the right conversation — plus-addressing, single-use tokens, and why the From line is never trusted.
A chat widget that won't touch your site
11 min read
- #frontend
- #sse
- #iframe
Embedding live chat on someone else's page with zero dependencies — one iframe, an SSE doorbell over fetch, and a script that refuses to pollute the host.
Hybrid RAG that knows when it doesn't know
11 min read
- #ai
- #rag
- #postgres
Two retrieval arms, rank fusion, and a calibrated confidence score — so the AI asks a clarifying question instead of confidently inventing an answer.
Web push without native apps
8 min read
- #pwa
- #web-push
- #nextjs
Why a mobile-first inbox ships push as a PWA over Web Push, not native apps — VAPID, tiny payloads, debounced writes, and pruning dead subscriptions.