Guide
Echo for customer support, on a Mac.
Sixty tickets, four languages and a tone you have to hold all day. The drafting is the job — and it happens inside the helpdesk you already have open.
· Written by the people who make Echo
The short version
Echo works in whatever helpdesk you use, because it does not integrate with any of them: it reads the text you selected. Draft a reply from a rough note, soften one you wrote at hour seven, condense a furious eight-message thread to what actually went wrong, or answer in the customer’s language without a translator tab. Nothing sends on its own and nothing is automated — the agent still writes and still decides.
A support shift, with Echo
Small things, sixty times a day, in whatever tool your team already lives in.
The reply you know but have to phrase
Type the substance in five words, select it, and get a reply that reads the way your team writes — not a macro that fits nobody’s question.
The eight-message escalation
Select the thread and summarise it before you answer. What went wrong, what was promised, what is still open.
A ticket in a language you do not speak
Translate the message in place to be sure you understood it, then translate your reply back. No second person, no waiting.
Hour seven tone
The reply that is technically correct and reads irritated. Clean Up fixes the tone without you having to write it again.
Internal note to customer-facing
The engineer’s explanation becomes something a customer can read, without dumbing down what actually happened.
Handover and shift notes
Rough bullets into a handover the next person can act on, pasted into Slack in the same motion.
Why not macros, or a support bot
Macros are excellent for the answers that are genuinely identical, and every good team already has them. They fall down on the ticket that is almost a macro — the one where you paste the template and then spend two minutes bending it around what this customer actually asked. That editing is where the day goes.
A support bot solves a different problem: deflecting the tickets before they reach a person. Echo does nothing about deflection. It sits with the agent and makes the writing part fast, which is why it works alongside whatever automation you already run rather than replacing it.
What it does not do
It does not know your product, your documentation or what you told this customer last month. It has no access to your helpdesk’s data — it only ever sees the text an agent has selected. So it cannot answer a question the agent could not answer, and it will not invent a policy: the substance has to come from the person, which is also what stops it confidently telling a customer something untrue.
It also never sends anything. There is no autoresponder, no queue processing, no acting on a ticket in the background. A human reads every result and decides.
Equipping a team
Echo is sold as an individual subscription today — $9.99 a month or $79 a year per person, with a 7-day free trial that needs no card. There is no team plan, no admin console and no shared billing yet, and rather than imply otherwise: if you want to put it in front of a support team, write to [email protected] and we will work out something sensible.
The three you will use most
Questions
All of them, because it does not integrate with any of them. Echo reads whatever text you have selected through macOS Accessibility, so Zendesk, Intercom, Front, Help Scout, Freshdesk, Gmail or a shared inbox all behave identically — including the internal tool your company built itself.
No. Nothing is sent on its own and nothing happens without a keystroke: you select text, you press the shortcut, you read what came back, and you decide whether it goes. Echo is a drafting tool for the person replying, not a bot standing in for them.
No, and that is worth being clear about. Echo works from the text you selected in front of you — it has no view of your knowledge base, your macros or the customer’s history. It is very good at shaping a reply you already know the substance of, and no use at supplying facts about your product.
Type your own instruction instead of using a preset: “warm but brief”, “formal, no contractions”, “apologise once and move on”. Echo follows it, and you can refine the result if the first pass is not right.
Yes, and this is where the time goes for most multilingual teams: translate the incoming message in place to be sure you understood it, write your reply, and translate it back — without a translator tab or a second person in the loop.
The text you select goes over HTTPS to Echo’s own backend, which produces the result and keeps neither the text nor a log of it. On the agent’s Mac, Echo stores a local history so they can look back at what they did — never synced, never uploaded, deletable, and it can drop the text automatically after a while. Whether that fits your policy for customer data is a decision your team has to make, and we would rather you make it with the accurate description than a comforting one.
Echo is free to try for 7 days, no card. Download it for macOS.