Firefly Support
Automates answers to support emails and app-store reviews from a knowledge base, in the customer's language, with escalation for uncertain or sensitive issues
fireflysupport.ioCustomer SupportSep 2026Snowball Studio Ltd., A company registered in Malta, Company Registration No.: MT C 45202, Registered Office: 3, Advance Business Centre, Triq G. Flores, SVR 1950 Santa Venera, Malta, Legal Contact:, [email protected], Email:, [email protected]
The product is automated customer support software that answers support emails and app store reviews using a company's knowledge base, handling replies in the customer's language and escalating uncertain or sensitive issues to humans. It is for support teams at mobile game studios and app developers of any size, from small apps to large games, that receive high volumes of routine inquiries. It is delivered as a SaaS platform that unifies Gmail, Google Play, and App Store channels into one pipeline with a self-updating knowledge base.
Key features
- Answers Gmail support emails automatically
- Replies to Google Play reviews
- Replies to Apple App Store reviews
- Replies in customer's language
- Grounded answers from knowledge base
- Answer-or-escalate decision logic
- Safety escalation for sensitive issues
- Brand voice per account
- Learns from resolved tickets
- Upload docs and FAQs
- Automatic bug clustering
- Reply-all when issue fixed
- Priority routing for urgent messages
- Agent console for tickets and reviews
- Multi-brand data separation
- Role-based access control
- Encrypted secrets storage
- Connection health monitoring
- Escalations to Teams and Discord
Social posts
- No social media activity detected
GTM channels
- Community
- API
- Docs
ICP
- Customer support teams
- Software developers
- Startups