Support suite · CP52 · Live · Hearth, in every WebDeck edition
Support that answers well — and knows when not to answer at all.
CP52 Desk is the helpdesk; CP52 Concierge is the AI that sits in front of it — answering from your real knowledge base, with citations, and handing anything about money straight to a human. Live: it runs our own support on creativepath52.com and damiansemonin.art today, and ships as Hearth in every WebDeck edition from Presence (£35/mo).
The rule that is the product
Refunds, billing, bookings and upset customers never get an auto-reply.
The fastest way to lose a customer is an AI cheerfully mis-answering a refund question. So the Concierge carries one non-negotiable rule, enforced in the machinery rather than the manners: anything about refunds, billing or bookings — and any message reading as negative — is never auto-sent. It goes to you, with the AI's triage attached. In verification, a refund question the model was 99% confident about was still blocked from auto-reply. That's the design working.
Everything it does answer is grounded in your own knowledge base and cited — it quotes your documentation back, it doesn't improvise. And before any text reaches an AI model at all, personal details are redacted, every call is audit-logged, and there's a kill switch.
What it does
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Web form → ticket
A proper intake form — product picker, file attachments, spam honeypot, and the customer's order stamped onto the ticket.
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Email → ticket
A mailbox poller that turns email into threaded tickets, with reply-quoting stripped so conversations stay readable.
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Pre-ticket AI chat
The Concierge answers common questions before a ticket exists — with citations, thumbs-up/down, and a human-handoff button.
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Grounded answers, cited
Retrieval over your real knowledge base — the AI answers from your documentation and shows its sources.
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Triage on every ticket
Intent, priority, sentiment and confidence scored on arrival — with a deterministic fallback when the AI is unsure.
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Agent inbox
Filters, search, conversation view, saved replies and macros — the working surface for the human doing support.
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Privacy by machinery
PII redacted before any AI call, a full audit log, and a kill switch that turns the AI off without turning support off.
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Customer portal
A my-tickets view for customers, plus a setup wizard and health check for you.
What's live today — honestly
It ran our own support before it ever took your money — here's the true state, as of 30 August 2026.
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TEST — verified working
Form-to-ticket is verified live on our staging bench. The grounded-answer engine, triage scoring, PII redaction and the never-auto-send safety rule are all verified in offline harnesses.
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LIVE — the wiring, done
Ticket desk live on both of our sites (open a request from your account, follow it, reply in the thread or by email), staff board with projects and assignees, inbound email-to-ticket on Amazon SES, and the money-goes-to-a-human rule enforced in the machinery.
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ROADMAP — the sellable bar
SLA policies, reporting dashboards and agent notifications come before this is sold to anyone — that's our own bar, not a reviewer's.
Pricing
Priced as part of the deck, not on its own: Hearth is in every WebDeck edition, from Presence at £35/mo.
Live · in every edition
Founding interest list
First to know, first offered the founding price.
TBC priced at launch
- CP52 Desk — the helpdesk
- CP52 Concierge — the grounded AI front door
- The money-questions-reach-a-human rule
- Runs our own support before it runs yours
Want support that behaves like this?
Hearth is live and included in every WebDeck edition. Presence is £35 a month and the desk arrives switched on.
