The theme you can't see
3 min read
The theme you can't see
Adding dark mode to a widget that runs inside someone else's page, where you can't read their CSS and they can't read yours.
Blog
Build notes. What we shipped, what it cost, and the decisions we'd defend in an argument.
We deleted the subject line
3 min read
We deleted the subject line
An optional field almost nobody filled in, quietly making every inbox worse. Removing it turned out to require an AI feature.
Putting the chat widget on a diet
3 min read
Putting the chat widget on a diet
It ships to somebody else's website, so every kilobyte is spent from their performance budget, not ours. Here's how it got to 23 KB.
An AI that knows when to shut up
3 min read
An AI that knows when to shut up
Every support AI promises to resolve most of your tickets. We think the more useful promise is knowing which ones it shouldn't touch.
Nobody owns support at a five-person company
2 min read
Nobody owns support at a five-person company
Support tools are built for support teams. Most companies using them don't have one.