Supportwave Agents: AI agents that finish the job.

Supportwave Agents is an AI agent platform from Supportwave. It lets an organisation deploy AI agents across customer and employee conversations on voice, web chat, email and WhatsApp. Agents answer from approved company knowledge, take action in connected systems, and escalate to a person when human judgement is needed.

Four things. It answers and troubleshoots using knowledge you have approved. It acts, using permitted tools and connected systems to complete tasks. It escalates to a colleague when a person is required, carrying the context of the conversation into the handoff. And it surfaces gaps and feedback, so you can improve it deliberately.

An MSP can use Supportwave Agents as AI first-line capacity on its service desk. The agent receives the issue, works out who the customer and user are, searches approved documentation and runbooks, asks diagnostic questions, attempts approved fixes, and escalates anything that needs an engineer. The engineer picks up with the diagnosis already done rather than starting from scratch.

Yes. IT Glue can be used as a knowledge source, so agents answer from the documentation an MSP already maintains. IT Glue can also be connected as a system the agent looks things up in during a conversation.

Yes. SharePoint, OneDrive and Dropbox can all be used as knowledge sources, along with websites and uploaded documents in PDF, DOCX, HTML, CSV and plain text, plus question-and-answer pairs you write yourself.

Yes. Alongside integrations such as IT Glue, HubSpot, calendars, SMS, CRM and ticketing, agents can reach other systems through MCP and OpenAPI. That means the platform is not limited to a fixed catalogue: if a system has an API, it can usually be connected.

Yes, and the handoff carries context. The colleague receives who the customer is, the issue, the conversation, the troubleshooting performed, the actions attempted, the knowledge used and a written summary. The principle is simple: AI when it can, human when it should.

Yes. An MSP can use Supportwave Agents inside its own business and also resell it as a managed AI agent service to its customers. Supportwave bills the MSP, the MSP decides what to charge its customer and bills them directly, so the margin is the MSP's to set. The MSP manages each customer environment and its agents from its own Supportwave login.

Voice, both inbound and outbound, web chat, email and WhatsApp. SMS is used for messaging and actions such as booking links, confirmations, reminders and follow-up.

You point agents at the sources you approve. The content is processed and indexed so that, during a conversation, the agent retrieves the parts relevant to the question being asked and answers from them rather than from general knowledge.

Yes. Access to connected systems is read-only by default. Anything that writes to a system is enabled deliberately. Permissions govern which agent can use which tool, usage controls keep behaviour predictable, and conversations and actions are recorded for review.

No. It is designed to take the routine volume so that engineers spend their time on work that needs their expertise. Engineers should solve problems that need engineers. Anything the agent cannot resolve reaches a person with the groundwork already done.

The platform runs on Amazon Web Services. ISO 27001 and SOC 2 certification are in progress.

It improves from every conversation, but not silently. Unanswered questions and team feedback surface as gaps. You close a gap by improving the knowledge or adding a Q&A, test the change with evaluations, then approve and publish a new version. Versions can be rolled back.