How It Works
Everything you need to know about how SupportAI automates your panel's support operations, billing, and order tracking.
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Overview
SupportAI is an automated support system designed for SMM panels. It receives customer support requests from your panel or Telegram, classifies what the customer needs, validates the order, takes the right action, and follows up — all without manual intervention.
Automated Intake
Incoming requests from your panel tickets and Telegram messages are automatically collected, classified, and queued for processing.
Smart Processing
Each request is analyzed: intent is detected (refill, cancel, speed-up), order ownership is verified, and the appropriate action is taken based on order status and service policies.
Follow-up & Resolve
After forwarding to providers, the system monitors progress. It follows up if there's no response, and notifies your customer once the issue is resolved.
Request Processing Flow
Here's what happens when a customer sends a support request, step by step:
Request Received
A customer submits a support ticket on your panel, or sends a message to your Telegram support bot. The system picks it up automatically.
Intent Classification
The system analyzes the message to determine what the customer wants: Refill, Cancel, Speed-up, or something else. It works in any language.
Order Validation
Order IDs are extracted, verified against your panel, and ownership is confirmed. Invalid or non-existent orders are flagged and the customer is notified.
Status & Policy Check
The system checks the current order status and the service's refill/cancel policy. Based on this, it decides the appropriate action (see sections below).
Provider Dispatch
If the request needs provider action (e.g., refill, cancel), it's forwarded to your provider via the configured dispatch channel (Telegram Bot or Userbot).
Follow-up Monitoring
The system periodically monitors the order for changes. If no progress is made within the expected timeframe, it follows up with the provider.
Resolution & Notification
Once the issue is resolved (count restored, order canceled, etc.), the customer is notified automatically with a confirmation message.
Refill Request Handling
When a customer asks for a refill, the system goes through these checks:
Service Refill Policy
- ✗ No refill policy — Customer is informed that refill is not available for this service.
- ⚠ Refill period expired — If the order was placed outside the refill window (e.g., 30 days, 60 days), customer is informed that the refill period has passed.
- ✓ Refill available — Proceeds to check order status.
Order Status Checks
Count-Based Decisions
- ✓ Count matches start count — No drop detected, customer is informed that the current count is at the expected level.
- ↻ Drop detected (within tolerance) — Refill request forwarded to provider with the drop amount.
- ▼ Below start count — Customer is informed that the count has dropped below the original start count and refill cannot cover such a significant drop.
Cancel Request Handling
When a customer requests a cancellation:
Note: Cancel resolution is tracked by monitoring the order's status change. Once the provider confirms the cancellation (status becomes "Canceled"), the customer is notified.
Speed-up Request Handling
When a customer asks to speed up delivery:
Follow-up Monitoring
After a request is sent to the provider, the system doesn't just stop. It actively monitors the outcome.
Refill Follow-up
- ✓ Count increases detected → marked as resolved, customer notified
- ⚠ No progress after expected window → follow-up sent to provider
- ✗ Max retries reached with no progress → escalated for manual review
Cancel Follow-up
- ✓ Status changes to "Canceled" → customer notified of successful cancellation
- ⚠ No status change → follow-up sent to provider
- ✗ Max retries reached → escalated for manual review
Provider Response Analysis
- ✓ Provider confirms action (e.g., "refill started", "pushing the order") → tracked as acknowledged
- ✗ Provider declines (e.g., "refill not possible", "cannot cancel") → admin is notified
- … Ambiguous response → continues monitoring
Request Sources
SupportAI accepts customer requests from multiple channels:
Panel Tickets
Support tickets created by your customers through the panel's built-in ticket system. The system polls for new tickets periodically and processes them automatically.
Telegram Messages
Direct messages sent to your customer support Telegram bot. These are processed in real-time as they arrive — no polling delay. Customers can send order IDs and describe their issue in any language.
Provider Dispatch
When a request needs to be forwarded to your provider, the system uses the dispatch channel you've configured:
Telegram Bot Only
All provider messages are sent via your connected Telegram bot. Simple and reliable.
Userbot Only
Messages are sent through your personal Telegram account for a more natural experience. If the userbot is unavailable, falls back to bot silently.
Both (Userbot + Bot Fallback)
Tries Userbot first. If Userbot fails or is disconnected, automatically falls back to Telegram Bot to ensure no message is lost.
You can configure your dispatch mode in Setup.
Billing & Pricing
SupportAI has two independent billing axes: a monthly subscription based on support request volume, and tracking credits for order monitoring.
Monthly Subscription Plans
| Plan | Price | Requests/mo | Base Credits | Overage |
|---|---|---|---|---|
| Starter | $29/mo | 50 | 500 | Blocked |
| Growth | $69/mo | 200 | 2,000 | Blocked |
| Scale | $149/mo | 500 | 6,000 | Blocked |
| Enterprise | $299/mo | 1,000 | 20,000 | +$79 / 500 req |
What counts as a support request?
- • Requests are counted per order, not per message or ticket.
- • A single message with 15 order IDs counts as 15 requests.
- • This applies to both panel tickets and Telegram messages equally.
- • Automated system events (retries, follow-ups, provider errors) do not consume requests.
When you reach your quota
- ✗ New support requests are blocked. No grace requests, no throttling.
- ✓ Existing open requests continue to be processed normally.
- ↑ Upgrade to the next plan to immediately get more capacity.
- ↻ Counter resets on your billing anniversary (not calendar month).
Upgrading
You can upgrade anytime. Your remaining unused requests are added as bonus on top of the new plan: if you've used 45/50 on Starter and upgrade to Growth, you'll get 200 + 5 bonus = 205 total requests for the current cycle.
Downgrading
Downgrades take effect at your next billing cycle. You keep your current plan's benefits until the end of the current period.
Enterprise Overage
Enterprise customers who exceed 1,000 requests/month are charged +$79 per additional 500 requests (or part thereof), billed automatically at end of cycle. Example: 1,300 requests = 300 over limit = 1 overage block = $299 + $79 = $378 that month.
Tracking Credits
Tracking credits are used for automated order monitoring. Every active order is checked periodically to detect progress, completion, or stalls.
How credits are consumed
- • Every active order is checked every 6 hours (4 times per day).
- • Each check costs 1 credit per order.
- • Example: 100 active orders = 400 credits/day = ~12,000 credits/month.
Base Credits
- Included with your monthly subscription
- Renew each billing cycle
- Do NOT roll over — unused base credits expire at cycle end
- Consumed first (before prepaid)
Prepaid Credits
- Purchased separately in packs
- Never expire — roll over indefinitely
- Consumed only after base credits are depleted
- Buy anytime from the Billing page
Credit Packs
| Pack | Credits | Price | Per Credit |
|---|---|---|---|
| Small | 1,000 | $9 | $0.0090 |
| Medium | 5,000 | $39 | $0.0078 |
| Large | 15,000 | $99 | $0.0066 |
| XL | 50,000 | $279 | $0.0056 |
When credits run out
- • Order tracking pauses for all orders. Orders continue to be processed by providers normally.
- • No data is lost during the pause. Tracking history is preserved.
- • Tracking resumes automatically when you purchase new credits.
- • You'll see a warning when credits drop below 500, and an alert at 0.
When does tracking stop for an order?
- ✓ Order marked as completed → tracking stops automatically
- ✓ Order canceled → tracking stops automatically
- ✗ Credits reach 0 → tracking pauses (resumes on recharge)
Usage Examples
| Active Orders | Daily Usage | Monthly Usage | Recommended Plan |
|---|---|---|---|
| ~5 | 20 | ~600 | Starter (500 base) + Small pack |
| ~30 | 120 | ~3,600 | Growth (2,000 base) + Medium pack |
| ~100 | 400 | ~12,000 | Scale (6,000 base) + Large pack |
| ~300+ | 1,200+ | ~36,000+ | Enterprise (20,000 base) + XL pack |
Frequently Asked Questions
What languages does the system support?
The system works with any language. Customer messages are analyzed regardless of the language they're written in. All system replies are sent in English by default.
What happens if a customer sends multiple order IDs in one message?
Each order ID is processed individually. A message with 15 order IDs will result in 15 separate requests, each validated and processed according to its own status and service policy. This counts as 15 support requests toward your quota.
What happens if the provider doesn't respond?
The system will automatically follow up with the provider after the configured cooldown period. If there's still no progress after the maximum number of retries, the issue is escalated for manual review.
How is the refill period determined?
Refill periods are automatically detected from service names (e.g., "R30" = 30 days, "Lifetime" = unlimited, "G60" = 60 days). You can also manually override refill periods for specific services on the Services page.
Can I require screenshot proof for certain services?
Yes. On the Services page, you can configure which services require a screenshot and for which request types (refill, cancel, speed-up, or all).
Do automated follow-ups and retries count toward my request quota?
No. Only the initial customer request consumes from your support request quota. All automated system events — retries, follow-ups, provider pings, and error handling — are free and do not count.
What happens to tracking when my credits run out?
Tracking pauses — the periodic order checks stop. However, your orders continue to be processed by providers normally. No data is lost. Once you purchase more credits, tracking resumes automatically.
Can I change my plan mid-cycle?
Yes. Upgrades take effect immediately and your remaining request count carries over. Downgrades are scheduled for the next billing cycle — you keep your current plan until the period ends.
How are payments processed?
All payments are processed through cryptocurrency via our secure payment gateway. When you upgrade or purchase credits, you'll be redirected to a payment page. Once payment is confirmed, changes are applied automatically to your account.
Where can I see my usage and billing history?
Visit the Billing & Usage page to see your current plan, request usage, credit balance, transaction history, and pending payments.