--- title: "Supportwave Agents" description: "An AI agent platform for voice, chat, email and WhatsApp. Agents answer from your approved knowledge, act in connected systems, and escalate to a person with context." image: https://www.supportwave.com/og-agents.webp canonical: https://www.supportwave.com/agents url: https://supportwave.getmd.ai/agents.md last_converted: 2026-10-16T11:00:29.379Z --- ```json { "@context": "https://schema.org", "@graph": [ { "@type": "Organization", "@id": "https://www.supportwave.com/#organization", "name": "Supportwave", "legalName": "Supportwave LTD", "url": "https://www.supportwave.com", "logo": "https://www.supportwave.com/logo-white.png", "description": "Supportwave gives MSPs tech talent embedded in their teams and 24/7 white-label helpdesk operations inside the tools they already use, with a 5-day deployment target.", "sameAs": [ "https://www.linkedin.com/company/supportwave/", "https://www.instagram.com/mysupportwave/", "https://www.youtube.com/@Supportwave", "https://twitter.com/supportwave", "https://www.facebook.com/mysupportwave" ] }, { "@type": "WebSite", "@id": "https://www.supportwave.com/#website", "url": "https://www.supportwave.com", "name": "Supportwave", "publisher": { "@id": "https://www.supportwave.com/#organization" } }, { "@type": "SoftwareApplication", "@id": "https://www.supportwave.com/agents#software", "name": "Supportwave Agents", "applicationCategory": "BusinessApplication", "applicationSubCategory": "AI agent platform", "operatingSystem": "Web", "description": "An AI agent platform for voice, chat, email and WhatsApp. Agents answer from your approved knowledge, act in connected systems, and escalate to a person with context.", "url": "https://www.supportwave.com/agents", "provider": { "@id": "https://www.supportwave.com/#organization" }, "publisher": { "@id": "https://www.supportwave.com/#organization" }, "featureList": [ "AI agents for voice, web chat, email and WhatsApp", "Answers grounded in approved company knowledge", "Actions in connected business systems", "Escalation to a person with conversation context", "Knowledge sources including IT Glue, SharePoint, OneDrive and Dropbox", "Integrations via MCP and OpenAPI" ] }, { "@type": "FAQPage", "@id": "https://www.supportwave.com/agents#faq", "mainEntity": [ { "@type": "Question", "name": "What is Supportwave Agents?", "acceptedAnswer": { "@type": "Answer", "text": "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." } }, { "@type": "Question", "name": "What can a Supportwave Agent actually do?", "acceptedAnswer": { "@type": "Answer", "text": "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." } }, { "@type": "Question", "name": "How can MSPs use AI agents?", "acceptedAnswer": { "@type": "Answer", "text": "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." } }, { "@type": "Question", "name": "Can Supportwave Agents integrate with IT Glue?", "acceptedAnswer": { "@type": "Answer", "text": "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." } }, { "@type": "Question", "name": "Can Supportwave Agents use SharePoint as a knowledge source?", "acceptedAnswer": { "@type": "Answer", "text": "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." } }, { "@type": "Question", "name": "Can Supportwave Agents connect to our existing systems?", "acceptedAnswer": { "@type": "Answer", "text": "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." } }, { "@type": "Question", "name": "Can an AI agent escalate to a human?", "acceptedAnswer": { "@type": "Answer", "text": "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." } }, { "@type": "Question", "name": "Can MSPs offer Supportwave Agents to their own customers?", "acceptedAnswer": { "@type": "Answer", "text": "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." } }, { "@type": "Question", "name": "What channels do Supportwave Agents support?", "acceptedAnswer": { "@type": "Answer", "text": "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." } }, { "@type": "Question", "name": "How does Supportwave Agents use our company knowledge?", "acceptedAnswer": { "@type": "Answer", "text": "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." } }, { "@type": "Question", "name": "Can we control what an AI agent is allowed to do?", "acceptedAnswer": { "@type": "Answer", "text": "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." } }, { "@type": "Question", "name": "Does Supportwave Agents replace our support engineers?", "acceptedAnswer": { "@type": "Answer", "text": "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." } }, { "@type": "Question", "name": "Where is Supportwave Agents hosted?", "acceptedAnswer": { "@type": "Answer", "text": "The platform runs on Amazon Web Services. ISO 27001 and SOC 2 certification are in progress." } }, { "@type": "Question", "name": "How does Supportwave Agents improve its answers?", "acceptedAnswer": { "@type": "Answer", "text": "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." } } ] } ] } ``` **Answer. Act. Improve.** # Supportwave Agents: AI agents that finish the job. Supportwave Agents is an AI agent platform from Supportwave. You deploy agents across customer and employee conversations on voice, web chat, email and WhatsApp. They answer from knowledge your organisation has approved, act in the systems you connect, and bring in a person when human judgement is needed. Most conversational AI stops at the conversation. These agents are built to complete the job. Book a demo→ A 15-minute call. We will show you an agent handling a real interaction. Agent online · voice, chat, email, WhatsApp Our team can’t get into the finance share.I can see the group it needs. Checking your access now. - Retrieved access runbook - Checked group membership - Applied approved fix Resolvedor handed to a person, with contextChannels ## One platform. Every channel your customers already use. The same agent, the same knowledge and the same controls, whichever way someone gets in touch. VoiceInbound and outbound calls Web chatOn your website and portals EmailInbound customer mail WhatsAppWhere customers already message SMSMessaging and actions Agents answer the phone, understand why someone called, and either handle it or route it. Outbound calling covers follow-up, qualification and SDR work, which is a voice use case rather than a separate channel. CallerI need someone to look at our firewall today.AgentI can raise that as urgent and book an engineer. Is 2pm workable? - Customer support - Reception - Service desk - Bookings - Qualification - Outbound SDR How they work ## How a Supportwave Agent handles an interaction. Five stages, every time, whichever channel the conversation arrives on. 1. 01 ### Channel A customer or colleague starts a conversation by voice, web chat, email or WhatsApp. 2. 02 ### Knowledge The agent retrieves the parts of your approved knowledge that matter for that question. 3. 03 ### Agent It interprets the request, asks diagnostic questions and decides what to do next. 4. 04 ### Tools and actions Where permitted, it uses connected systems to look things up and complete tasks. 5. 05 ### Resolution or a person It resolves the request, or hands over to a colleague with a summary of what happened. For MSPs ## AI first-line capacity for your service desk. Engineers should solve problems that need engineers. Supportwave Agents takes the first-line volume that does not. In practice this is an AI service desk layer in front of your queue, handling L1 requests end to end where it can. Ground agents in the documentation you already maintain, in IT Glue, SharePoint, OneDrive, your runbooks and your known fixes, then connect the service systems you permit. The agent receives the issue, works out which customer and user it is dealing with, searches the relevant documentation, asks diagnostic questions and attempts approved resolutions. > The engineer starts where the AI finished, not where the customer started. Talk to us about your service desk→ First-line requestlive example 1. UserI cannot get into the finance share this morning. 2. AgentIdentifies the user and their customer, then retrieves the documented access process for that share. 3. AgentAsks two diagnostic questions and checks group membership in a connected system. 4. AgentApplies the approved fix where it is permitted to, and confirms with the user. 5. HandoffIf it is not resolved, an engineer receives the customer, the conversation, the checks already made and a summary. ![Service desk engineers reviewing live support dashboards together](https://www.supportwave.com/assets/agents-service-desk-JXgieIL7.webp) Engineers pick up with the diagnosis already done.For MSP partners ## Use it in your MSP. Deliver it to your customers. Supportwave Agents works both as something you run internally and as a managed service you provide to the businesses you look after. 1. Supportwave ### We bill you Your agreement is with Supportwave, based on usage across the environments you run. 2. Your MSP ### You set the price and manage the environments You decide what to charge each customer and bill them directly. You log in to Supportwave and manage every customer environment, its agents, knowledge and connections. 3. Your customers ### They get a managed AI agent service from you Agents grounded in their documentation, connected to their permitted systems, run by you. If you would rather people than agents, or want both, our [white-label IT support service](https://www.supportwave.com/white-label-it-support) puts our own engineers behind your brand, and our [24/7 helpdesk and NOC](https://www.supportwave.com/it-helpdesk-noc) runs the desk itself. Knowledge ## Ground agents in knowledge your business already trusts. An agent is only as good as what it is allowed to know. Point it at the sources you approve and it answers from those, rather than from whatever a general model happens to have absorbed. Content from those sources is processed and indexed, so during a conversation the agent retrieves the passages relevant to the question in front of it and answers from them. Approved sourcesIT Glue, SharePoint, OneDrive, Dropbox and websites, plus PDF, DOCX, HTML, CSV, text and Q&A files. PDFDOCXHTMLCSVTextQ&AIT GlueSharePointOneDriveDropboxWebsitesTool permissionsReadWrite - IT Glue - HubSpot - Calendars and bookings - SMS - CRM - Ticketing - MCP - OpenAPI - Your own business APIs Illustrative. Permissions are set per agent and per tool. Connections and actions ## Connect the systems your agent needs. Control what it can do. Answering is half the job. Agents can use the systems you connect to look things up and complete tasks, from booking a slot to updating a record. Alongside direct integrations, agents reach other systems through MCP and OpenAPI, so you are not limited to a fixed catalogue. If a system has an API, it can usually be connected. - Access is read-only by default. - Actions that write to a system are enabled deliberately, one at a time. - Permissions decide which agent may use which tool. - Conversations and actions are recorded, so you can check what happened. Use cases ## Where teams put agents to work. The platform is not limited to IT. Anywhere a conversation ends in a task, an agent can take the first pass. ![](https://www.supportwave.com/assets/it-support-systems-admin-icon-UFCxR1wA.svg) ### IT service desk Take first-line requests on any channel, work through known fixes, and pass the rest to an engineer with the diagnosis already done. ![](https://www.supportwave.com/assets/icon-6-B0IvGrp1.svg) ### Customer support AI customer service that answers product and account questions from your own documentation, and raises a ticket or a person when the answer is not there. ### Reception and bookings Answer the phone out of hours, qualify the caller, and book the right slot in the right calendar. ### Sales and SDR Qualify inbound enquiries, and run outbound voice campaigns that follow up, book meetings and hand warm conversations to your team. ![](https://www.supportwave.com/assets/cloud-infrastructure-icon-C5AkTKN3.svg) ### Internal IT Give staff a first point of contact for access requests, device questions and the routine issues that fill a queue. ![](https://www.supportwave.com/assets/icon3-ByspmlBG.svg) ### Operations Handle status enquiries, confirmations and the repetitive coordination that sits between your systems and your customers. Human handoff ## AI when it can. Human when it should. An agent that pretends to cope is worse than one that knows when to stop. When a conversation needs human judgement, it goes to a person, and it takes the context with it. Supportwave Agentstops when judgement is needed ### What the handoff carries - Who the customer or user is - The issue as they described it - The full conversation - Troubleshooting already performed - Actions the agent attempted - The knowledge it drew on - A written handoff summary A personone of yours, or one of oursYour colleague does not restart the conversation. They read what happened and carry on from there. That colleague can be one of yours, or one of ours. Supportwave also runs [24/7 helpdesk and NOC](https://www.supportwave.com/it-helpdesk-noc) cover, and dispatches [engineers on site](https://www.supportwave.com/sla-onsite-support) when a problem needs hands on hardware. Improvement ## Every conversation makes the next one better. Agents improve from every conversation, but nothing changes behind your back. Improvements are tested and published deliberately. 1. 1 ### Conversation An agent handles a real interaction. 2. 2 ### Gap or feedback What it could not answer is surfaced, alongside feedback from your team. 3. 3 ### Improvement You close the gap with better knowledge or a new Q&A. 4. 4 ### Test Evaluations check the change against the behaviour you expect. 5. 5 ### Approve and publish You publish a new version, and roll back if you need to. ↺ and into the next conversation Control and trust ## Powerful enough to act. Controlled enough to trust. Supportwave Agents is built and operated by Supportwave. More about the company and how we work is on [our about page](https://www.supportwave.com/about-us). - 01 ### Permissions and roles Decide who can configure agents, who can publish, and which tools an agent may use. - 02 ### Separate customer environments Each customer environment is kept apart, with its own agents, knowledge and connections. - 03 ### Runs on AWS The platform is hosted on Amazon Web Services. - 04 ### Auditability Conversation history, staff notes and action records show what an agent did and why. - 05 ### Usage controls Set limits on how agents are used so cost and behaviour stay predictable. - 06 ### Versions and rollback Changes ship as versions you approve, and any version can be rolled back. - 07 ### Certification in progressIn progress ISO 27001 and SOC 2 certification are in progress. Supportwave Agents FAQ ## Questions, answered. Prefer to ask a person?[Talk to our team→](https://www.supportwave.com/contact-us) ### What is Supportwave Agents? 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. ### What can a Supportwave Agent actually do? 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. ### How can MSPs use AI agents? 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. ### Can Supportwave Agents integrate with IT Glue? 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. ### Can Supportwave Agents use SharePoint as a knowledge source? 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. ### Can Supportwave Agents connect to our existing systems? 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. ### Can an AI agent escalate to a human? 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. ### Can MSPs offer Supportwave Agents to their own customers? 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. ### What channels do Supportwave Agents support? 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. ### How does Supportwave Agents use our company knowledge? 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. ### Can we control what an AI agent is allowed to do? 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. ### Does Supportwave Agents replace our support engineers? 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. ### Where is Supportwave Agents hosted? The platform runs on Amazon Web Services. ISO 27001 and SOC 2 certification are in progress. ### How does Supportwave Agents improve its answers? 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. ## See Supportwave Agents in action. Book a 15-minute demo. We will show you an agent answering from real knowledge, taking an action and handing over to a person. [Book a demo](#)Prefer to write first? Reach us on the [contact page](https://www.supportwave.com/contact-us).