The SaaS Dashboard Problem

Almost every AI support tool works the same way: you sign up, configure your settings in their dashboard, embed their widget, and manage everything through their interface.

That's fine if you just want a chat widget on your marketing site. But what if you want to classify support messages inside your own app? Route tickets in your own backend? Trigger actions from your own code? Build a custom support experience that matches your product exactly?

For that, you need an API. And most support tools either don't offer one or charge enterprise pricing for API access.

What a Support API Gives You

With a classification API, you send a customer message and get back structured data:

{
  "intent": "billing_dispute",
  "category": "Billing & Payment",
  "confidence": 0.94
}

That's it. No UI, no widget, no dashboard required. Just an intent and a confidence score. You decide what to do with it.

Here's what you can do with it:

Build classification into your existing support flow. Already have a contact form? Send the submission to the classification API before it hits your inbox. Route billing questions to finance, bugs to engineering, feature requests to your product board — automatically.

Create custom UI experiences. Instead of a generic chat widget, build your own support interface that matches your app's design system. Use the API to power the intelligence behind it.

Chain automations in your backend. When a message is classified as a refund request, your code can check the order, verify eligibility, process the refund through Stripe, and email the customer — all without a human.

Analyze support patterns programmatically. Pipe classification results into your analytics pipeline. Track which intents spike after a deploy. Correlate support volume with product changes.

Getting Started With the SDK

If you're writing TypeScript or JavaScript, there's an SDK:

npm install supp-ts

Basic usage:

import { Supp } from "supp-ts";

const supp = new Supp({ apiKey: "your-api-key" });

// Classify a message
const result = await supp.classify("I was charged twice last month");
console.log(result.intent);      // "billing_dispute"
console.log(result.category);    // "Billing & Payment"
console.log(result.confidence);  // 0.94

The SDK handles authentication, retries, and error handling. It works in Node.js, Deno, Bun, and edge runtimes.

The REST API

If you're not in the JS ecosystem, the REST API works from any language:

curl -X POST https://api.supp.support/api/ai/classify \
  -H "X-API-Key: your-api-key" \
  -H "Content-Type: application/json" \
  -d '{"message": "I was charged twice last month"}'

Response:

{
  "intent": "billing_dispute",
  "category": "Billing & Payment",
  "confidence": 0.94,
  "subcategory": "Incorrect Charge"
}

Latency is typically 100 to 200 milliseconds. You can classify messages synchronously without making your users wait.

Real-World Use Cases

SaaS in-app support. A project management tool classifies messages from their in-app help menu. Bug reports go straight to Linear. Billing questions trigger a Stripe lookup and auto-respond with account details. Feature requests get logged to a public roadmap.

E-commerce order routing. A Shopify store runs every support email through the API before it hits their inbox. "Where's my order" messages get an automatic tracking link response. Refund requests go to a dedicated queue with the order details pre-populated.

Slack-based support. A B2B startup uses a Slack Connect channel for customer support. A bot monitors the channel, classifies every message, and either responds with a help article or creates a Linear ticket tagged with the right intent.

Mobile app support. A fitness app sends in-app feedback through the API. Crash reports and bugs get classified and routed to the mobile team. Feature suggestions go to the product manager. Account questions get an auto-response.

API vs Widget: When to Use Each

Use the widget if:

• You want support on your marketing site or docs
• You don't have engineering resources to build custom UI
• You want a working solution in 15 minutes

Use the API if:

• You want support embedded in your product experience
• You're building custom workflows in your backend
• You need to classify messages from multiple channels (email, Slack, in-app, SMS)
• You want full control over the UI and user experience

Use both if:

• You want a widget on your public site AND classification in your product

Pricing

API calls cost the same as widget interactions. $0.20 per classification, $0.30 if you trigger an action (Slack notification, GitHub issue, etc.). No API tiers, no rate limit surprises at your current scale.

Batch classification is available at 50% off for non-time-sensitive processing — useful for backfilling historical tickets or running nightly analytics.