Onboarding, billing, integrations — answered from your docs, with permission to actually do the setup.
PrimeAssist answers from your product documentation, helps customers complete setup through governed tool calls, escalates incidents and renewal conversations to the right team, and never improvises on pricing or commitments.
// what is hard about b2b saas support
B2B support is two products in a trench coat: a self-serve product for the daily 80% (account setup, integrations, billing questions) and a high-stakes account-management surface for the 20% that touches revenue, security, or downtime. The agent has to know which is which.
// sample use cases
What an actual day of b2b saas support looks like.
-
question
“How do I set up SSO?”
how it is handled
Walks your docs with cited steps. Offers to test the configuration from the customer's console.
Grounded
-
question
“I'm being charged more than expected.”
how it is handled
Looks up the subscription via your billing API. Explains the invoice line items vs the current plan.
Actionable
-
question
“My API is being rate-limited.”
how it is handled
Checks plan limits and current usage. Suggests an upgrade path; routes to an AE if cross-sell signal.
Controlled
-
question
“Your service is down for us right now.”
how it is handled
Escalates immediately to support engineering with the full context and current status page state.
Escalatable
// integration shapes
The systems PrimeAssist talks to in b2b saas deployments.
Illustrative — every deployment connects to your own stack, on your own infrastructure, scoped by your own tool-level governance.
Your product API
- read-only inspection
- governed write operations behind dry-run
Billing
- Stripe Billing
- Chargebee
- Maxio
- Recurly
CRM and revenue
- HubSpot
- Salesforce
- Pipedrive
- Outreach
Identity and status
- Auth0
- Okta
- WorkOS
- Statuspage
- Incident.io
// escalation defaults
What we treat as a human handoff by default in b2b saas.
These are the defaults the agent ships with. Every tenant can tune them, but the bias is conservative — when in doubt, the human gets the conversation, the policy, and the candidate answer.
- 01
Incident, outage, or data-loss claim
Eng-on-call gets paged with the full context immediately.
- 02
Renewal, upgrade, downgrade, contract negotiation
Revenue motion belongs to the AE, never the agent.
- 03
Security incident or vulnerability report
Security-team handoff with the conversation preserved and ticketed.
- 04
Specific competitor named in the conversation
Switches into a sales-handoff path with PrimeAssist staying silent on competitive claims.
// see it answer
Two snippets before you open the chat.
Lead-authored synthetic examples — not real customer transcripts. The live demo below runs the same template against the same sample documents.
I configured SSO with Okta and my users still get the local login page. What is wrong?
The most common reason is that the SAML response IdP entity ID does not match what we have stored, or the email-domain mapping is missing. Open Admin → Security → SSO and check that the IdP metadata URL matches your Okta tile and that your email domain is listed under "Force SSO for this domain."
cites SSO Setup Guide — Okta Integration
Why was my invoice $4,300 instead of $1,200?
Looking at your subscription, the larger amount reflects 26 additional seats that were added on the 14th plus a one-time data-egress overage of $400. Your base plan and committed seats account for the $1,200. I can email you the line-item breakdown — or open a billing-team ticket if anything looks off.
// try the live demo
Open the chat in the corner and ask it anything about b2b saas.
- Limited to 5 messages per hour per visitor. No real customer data is exchanged.
- Handoff and privileged tool calls are disabled in the demo. Sign up to wire your own.
// case studies
How b2b saas teams use PrimeAssist.
coming soon
How a named b2b saas customer uses this template — problem, approach, outcome. The detailed write-up lands as customer sign-offs complete.
- Problem The before-PrimeAssist support workflow and the costs it imposed.
- Approach Which template, which integrations, which policies — wired in.
- Outcome Measured against time-to-first-response, repeat-question rate, and human-handoff disposition.
// compliance posture
The regulatory ground PrimeAssist plants on for b2b saas.
- SOC 2 audit-log requirements satisfied by built-in audit trails
- GDPR right-to-access and right-to-delete supported via the audit log
- Data-residency configurable per tenant
- Tenant isolation visible to your compliance and trust teams
// build it your way
Your knowledge, your APIs, your policies — wired in by hand.
We onboard b2b saas customers personally so the policies, tool-level governance, and escalation rules are right on day one.