Coming Soon: A More Human Support Experience with Sweo

In the coming weeks, we’re updating Sweo to make conversations feel more natural and reduce time spent on escalations.

What’s changing:

• Quick reply buttons are being removed so Sweo can respond more openly.
• ​Escalations are now conversational—Sweo can offer to escalate or hand off immediately.
• Follow-ups: If there's no customer response, Sweo will check back in (configurable by default).
• Source links will appear directly in replies, making info easier to trust and review.

These changes help Sweo create more natural customer experiences and resolve more on its own—without affecting CSAT.

Learn more about these changes in this Help Center article or watch this video.