Customer Support

Twig AI

Explore Twig AI support workflows and Sera receptionist plans, with knowledge retrieval, human handoff, chat and voice allowances, and usage limitations.

Updated October 24, 2026

Existing screenshot from Twig’s website; original capture date unrecorded. It depicts the earlier Tier 1 support positioning and trial marketing, not independent proof of human-quality answers or every current Sera plan entitlement.

Name	Twig AI
Overview	Twig AI is a specialized enterprise “AI Brain” for B2B customer support and success teams. It ingests your documentation, knowledge bases, ticket history, and even APIs to generate draft responses for review. Its support materials describe integrations such as Zendesk and Salesforce; confirm the particular email or browser connector before choosing a workflow. It also powers chatbots to deflect common queries, and includes a quality workbench for checking answers and escalating uncertain cases to people. Its current homepage also emphasizes Sera, an AI receptionist for phone, text and web chat; this front-desk offering should not be confused with every legacy support integration.
Key features & benefits	AI‑assist inbox prepares draft responses; speed and time savings depend on the connected sources and ticket. 24/7 AI chatbot can handle common queries across configured channels; actual resolution rates vary. Quality workbench scans for hallucinations, content gaps, and sentiment to support review, without guaranteeing correct replies. Hybrid workflow keeps humans in the loop to refine AI responses in real time. API/agent capabilities allow Twig to call functions, fetch live data, and take actions on behalf of agents. Citations-enabled answers, with source references for agents to inspect. Secure & scalable: Twig reports SOC 2 Type II controls. Retrieval-augmented generation can ground answers but does not eliminate errors. Its current terms prohibit protected health information and state that the service is not HIPAA compliant and does not offer BAAs.
Use cases & applications	Drafting support responses across Zendesk, email, chat. Deploying bots on help centers, API docs, SaaS UIs. Automating ticket triage and categorization. Retrieving account info via API (e.g. payment status). Validating answers via the quality workbench. Onboarding agents with connected knowledge and reviewing response quality over time.
Who uses?	Support agents, CX/SaaS success teams, FinTech, lending, tax-prep companies, community banks, B2B SaaS. Sera also targets front-desk teams; regulated decisions remain with appropriately qualified staff.
Pricing	The current public pricing is for Sera, Twig’s AI receptionist: Starter: $49 per month, 500 AI chats per month and included voice minutes; the public comparison does not give an exact Starter voice-minute quota. Growth: $499 per month, 2,000 AI chats and 300 voice minutes per month. Booking, missed-call recovery and human handoff are listed on Growth and above. Scale: $1,499 per month, 10,000 AI chats and 2,000 voice minutes per month. Overages: $100 per 1,000 additional chats and $1 per voice minute, subject to the applicable plan. The official page offers a 15-day trial with voice included and no credit card. Paid plans bill monthly. These Sera prices do not establish the terms of a legacy B2B support contract; confirm any support-specific integration, allowance or order form instead of relying on the former $19/seat or per-resolution figures.
Tags	#CustomerSupport #SupportAI #AgentAssist #AIChatbot #TicketTriage #QualityWorkbench #SecureAI #B2B
App available?	Web dashboard, website widgets, APIs and supported integrations. Current support materials list Zendesk, Salesforce, Intercom and Confluence. Sera handles phone, text and web chat; verify any separately advertised Chrome, Outlook or Gmail extension before depending on it.

Test the handoff before rollout

Connect a small approved knowledge set and try routine questions, an unknown answer and a request that requires a person. Check citations, escalation and any calendar/API action before expanding access. Configure call-recording and AI disclosures for your use case, obtain required consent, and do not submit protected health information. A support or booking assistant should not make binding regulated decisions for your staff.

Official sources: Sera and plan scope · Monthly prices and usage · Continuing support capabilities · Output, consent and sensitive-data limits