AI support for Fernand
Holly is an AI support agent for your existing Fernand inbox. It investigates customer issues across connected systems, takes the actions you authorize, and replies in the same conversation.
Give Holly the tickets that still need you to check billing, errors, or account history.
When the answer isn't in your help docs, Holly keeps going.
A customer asks why a payment failed or why their account behaves differently. Holly reads the Fernand conversation and gathers evidence from the relevant systems you have connected. An internal note brings the findings back to the conversation your team already uses.
You decide which actions Holly can take automatically and which require approval. When an action needs review, the note can link to the proposed action and investigation. Your team can inspect the work before approving it.
A real Holly billing investigation
At ColorBliss, a customer asked why a subscription payment had not been collected. Holly found the failed payment attempt, verified the last successful payment, and confirmed that the account was past due.
The evidence did not establish a more specific failure reason. Holly replied with the verified situation and the next step.
How that work fits Fernand
Fernand holds the customer conversation. With Stripe connected to Holly, the investigation can check the billing state behind the question. Holly can record the findings in a Fernand note, then prepare or send the reply according to your permissions and delivery setting.
For issues that still need an engineer, Holly hands over the evidence and remaining questions. Your engineer can continue the investigation from there.
Holly can also create or link a Linear issue with those findings. With Cursor connected and a GitHub repository selected, it can launch a Cursor cloud agent after your approval to prepare a proposed fix pull request. Follow the Linear integration setup for the connection and approval requirements.
Connect Fernand. Decide where Holly can act.
Connect your Fernand account
Create your Holly account, connect Fernand with your Fernand API key, and set the agent email customers will see on replies.Give Holly the context behind the conversation
Connect the systems you would check yourself, such as Stripe for billing or Sentry for errors. Fernand holds the conversation. These connections let Holly investigate what happened to the customer.Choose approvals and reply delivery
Set which actions need approval, including customer replies and billing changes. Choose whether authorized replies are sent directly or saved as drafts in Fernand for a teammate to send.
Ask Holly to investigate from a Fernand note
Configure the note webhook using the instructions in Holly setup. Then mention your configured Holly handle in an internal Fernand note, followed by what you want investigated.
For example, ask Holly to check why the customer's payment was not collected and confirm the subscription state before drafting a reply. Holly can investigate while your team stays in Fernand.
Before enabling automatic replies, run a billing trial in your Fernand inbox. Use the free AI support evaluation worksheet to check the account evidence, approval boundaries, and handoff. Start with a read-only failed-payment investigation. Then test a refund that needs approval and an issue with missing evidence. Record what Holly verified and whether it waited for approval before acting, not just whether the reply sounded right.
Comparing agents while keeping Fernand? Read our Intercom Fin alternatives guide for the help desk, billing, and approval questions to check first.
Check the rest of your stack with the agentic support readiness assessment.
Comparing your options? Read Ben's AI support agent comparison for small SaaS teams for help desk compatibility, investigation, approvals, and pricing.
Before you connect Fernand
See what Holly could handle in your Fernand queue.
Bring a ticket that still needs you to figure out what happened.