Question 1

Do I need an Anthropic or OpenAI account?

Accepted Answer

Yes, one of them. You sign up at Anthropic or OpenAI, generate an API key, and paste it into Ochre's settings. From then on, every AI reply runs on your key and hits your provider invoice, not ours. Most teams already have an account; if you don't, it takes about three minutes.

Question 2

How does BYOK affect what I pay each month?

Accepted Answer

Starter is $99/month for exactly 3 billable seats. Per Seat is $39/month per billable seat. You pay Anthropic or OpenAI for whatever the AI generated, billed directly by them. We never mark up tokens. For a typical B2B SaaS team, the model bill works out to roughly half a cent per AI resolution on Claude Haiku. Compare that to Intercom's Fin at $0.99 per resolution.

Question 3

What's actually included in Starter pricing?

Accepted Answer

Starter includes exactly 3 owner, admin, or agent seats. Starter workspaces cannot add more paid seats; teams that need to grow should choose Per Seat at $39/seat/month. Read-only collaborators are free and don't count against the seat total. SSO and SCIM are on the Scale plan.

Question 4

How do I connect Slack Connect?

Accepted Answer

Install the Ochre app in your Slack workspace, then point it at the shared Slack Connect channels you want routed into the inbox. New messages from those channels show up as conversations alongside email and chat, with full thread continuity. Your team can reply in Slack or in Ochre, the customer sees it in Slack either way.

Question 5

Which integrations actually ship today?

Accepted Answer

Five: Stripe, HubSpot, Linear, GitHub, Slack. All five use signed, replay-protected webhooks. We don't ship Salesforce, Segment, or Confluence yet, so we don't list them. If one of those is a hard requirement, tell us, we'll be honest about timing.

Question 6

Can I migrate from Zendesk, Help Scout, or Intercom?

Accepted Answer

Yes. We preserve ticket IDs, timestamps, agent assignments, internal notes, tags, and attachments. Customer email threads stay continuous, so replies on imported tickets thread correctly. Smaller migrations (under ~10K tickets) usually finish in an afternoon. On the Scale plan we run the migration with you on a shared Slack channel.

Question 7

How does CSAT work?

Accepted Answer

Five-emoji scale, 😡 to 😀. You can turn the survey on or off per channel: email, the live chat widget, Slack Connect. Customers click once, no extra page load. Scores roll up per agent, per channel, and per customer, and you can filter the inbox by them.

Question 8

Is the chat widget fast?

Accepted Answer

It loads in under 300ms on a normal connection. It's an iframe served same-origin so it doesn't block your page render. No third-party tracker payload, no bundle bloat.

Question 9

Where is my data stored?

Accepted Answer

AWS US-East-2 (Ohio). Encrypted at rest with AES-256, in transit with TLS 1.3. EU residency is on the roadmap, not shipped yet, we'll tell you straight if you ask.

Question 10

Is Ochre SOC 2?

Accepted Answer

Not yet — no audit is underway, and we won't pretend otherwise. SOC 2 is on the roadmap once we have the customer base to justify the audit cost. In the meantime we're happy to share our security questionnaire, sub-processor list, and pen test summary under NDA. Email hello@ochrehq.com and a founder will send it the same day.

Question 11

What happens to my data if I cancel?

Accepted Answer

Email hello@ochrehq.com and we'll generate a complete JSON export of your tickets, customers, knowledge base articles, and attachments within 24 hours. We delete your workspace 30 days after cancellation, and we'll send written confirmation when it's done.

Question 12

Who's behind Ochre?

Accepted Answer

A small team that used to run support at B2B SaaS companies and got tired of the per-resolution AI tax. You'll talk to a founder for anything that matters, usually within the hour during business hours.

The helpdesk designed for the BYOK AI era

A seamless inbox for customers and teammates

BYOK drafts with receipts attached

Find the gaps

Close the loop

A BYOK support loop your team can review

Deliver tailored experiences across every channel

Omnichannel inbox

Live customer intelligence

Apps and integrations

One queue for every support channel

Audit and improve every interaction

What the agent did

Every answer stays explainable

Model-cost receipts

Source-linked review

Visible improvement loop

Built for the operational side of BYOK support

Keys, webhooks, and audit trail

Migration without losing context

BYOK rollout controls

Transparent pricing

Starter

Per Seat

Scale

Better customer experiences, powered by Ochre