Edge cases wait for someone else
A refund outside policy, an exception for a big account. You escalate to a manager or product, and the customer waits a day.
The AI second brain for customer support
Every answer, every precedent.
Glowstone is like a senior colleague who has read every help article, every customer record and every tricky case your team has ever resolved. It thinks with the judgment of your most experienced support lead and answers from your own records, so you can decide edge cases yourself and reply well, in the customer’s own language.
Free, including transcription · Works with Claude Code, Codex and Cursor · Your notes stay on your Mac
If you’re a customer support agent, this probably sounds familiar
The same question, answered ten ways
How the team handled a case last month lives in someone’s head or a Slack thread nobody can find.
Context scattered across tools
The ticket in the help desk, the payment in Stripe, the policy in a doc, the customer’s history in the CRM.
01 · Your support knowledge
Keep your help docs, customer records and past decisions on record and ask your AI anything about them
Your policies and help articles, a note per important customer, and a record of how ambiguous cases were resolved and why: a body of precedent your agent writes and links as the team works.
Then ask it before you escalate: has this happened before, what did we decide, what does the policy actually say. You stop depending on a manager for every exception, because the reasoning is already on record.
Working as a team? Keep the vault in a shared Google Drive or Dropbox folder and point everyone’s Glowstone at it: the policies, precedents and customer notes are the same for the whole team, and a ruling one person saves is there for the next. And if you run support on your own, as a founder or a product manager, it’s your whole support memory in one place.
- Policies and help articles in one place
- Shareable with your team through a Drive folder
- Past rulings on edge cases, with the reason
- Answers that cite the policy or precedent
Example
A new kind of request no one on the team has seen.
A customer wants to pause their annual plan for two months. Have we ever done that?
- ✓Searches policies and every precedent
- ✓Finds two similar cases and how they ended
- ✓Says what applies and what’s still a manager’s call
What you get
We offered a free month instead of a pause, twice. You can offer the same, and you know exactly when to escalate.
04An answer that comes from your records, not a guess.
02 · Calls & handovers
Record customer calls and team handovers and ask questions live, with the call and the customer’s history as context
Record a phone or video call with a customer, or the morning handover with your team, from the tab. No bot joins; Glowstone transcribes on your Mac.
Mid-call, check the customer’s history, the policy or a past ruling without putting them on hold. Afterwards, Process files the outcome in the customer’s note, and a new decision becomes precedent for the next person.
- Customer history and policy, checked mid-call
- New decisions saved as precedent
- Handovers written down, not lost
Example
The night shift hands over 40 open tickets.
From this handover, which tickets are urgent and what was promised to each customer?
- ✓Reads the handover transcript
- ✓Matches each ticket with the customer’s note
- ✓Lists the promises and deadlines
What you get
Six urgent tickets and three promises due before noon, before you open the queue.
04An answer you can use before the pause gets awkward.
03 · Every day
Use it all day: draft replies in any language, capture tickets and ask from any app
Most of the value comes from small moments, dozens of times a day. Glowstone hangs from the top of your screen in every app: bring the pointer up, ask, jot something down or attach what’s on screen, and get back to work.
Away from the desk, a voice note to your own Glowstone bot on Telegram does the same. Everything lands in the same memory.
Drafting replies is where it saves the most: you write what you want to say, in your words, and it turns it into a clear, kind answer in the customer’s own language, with the right policy behind it.
- The tab, over any app
- Screenshots it understands: “add this to…”
- Telegram from your phone
- Replies in the customer’s language
- The tabA customer writes in Portuguese
Reply in Portuguese: we can’t refund, but we can offer a free month.
A warm, clear answer in Portuguese, with the right policy behind it.
- Screenshot gestureA customer sends a screenshot of an error
↓ + → and “what is this, and is there a known fix?”
The known issue, its workaround, and the help article to link.
- Attach a fileA new policy arrives as a PDF
Summarise what changes for refunds and save it.
The changes saved into Refund policy, with the date.
- Search ⌘FHas anyone handled this before?
“partial refund agency”
The precedent and the ticket where it was decided.
03It reads the screenshot and files what matters.
04 · Routines
Schedule routines: your AI sends you every morning the tickets at risk and new precedents
Ask once: “every morning at eight, tell me tickets about to breach their deadline, promises due today and any new precedent the team saved yesterday”. It starts that conversation on its own.
Silent when there’s nothing urgent. Routines run while Glowstone is open on your Mac.
- Deadlines flagged before they’re breached
- The team’s new decisions, shared every day
- Silent when the queue is calm
Example
The same question keeps coming in.
Once: “every Friday, tell me the top five reasons customers contacted us this week.”
- ✓Reads the week’s handovers and notes
- ✓Groups contacts by reason
- ✓Opens a short report with examples
What you get
A weekly report for product, with real examples, written for you.
02A normal chat: reply to it, ask more, or let it be.
Bring your own AI
Use your Claude or ChatGPT plan as an assistant for customer support agents
Glowstone doesn’t sell its own AI. Sign in with the agent you already use, on the plan you already pay for, and it gets your notes, your meetings and your tools. Switch agents any time: the memory stays.
Claude CodeYour Claude plan
CodexYour ChatGPT plan
CursorYour Cursor plan
OpenCodeFree models or your own keys
Kilo CodeFree models or your own keys
05 · Tools & connectors
Connect Zendesk, Freshdesk, Stripe and more, so your AI can read tickets, payments and customer records for you
Most tools you work in today can be connected to an AI agent, through what are called MCP connectors. Tell Glowstone which ones you use and your agent sets them up with you, in the conversation: it looks for the official connector, adds it, and walks you through signing in. No settings screen, no developer needed.
From then on it can read them and, where the tool allows it, act in them: create and update tickets, write pages, draft emails, check a customer’s invoices. Every action shows up in the chat, and it only reaches what your own account can.
- Connected in the conversation, guided step by step
- Reads and, where allowed, writes in your tools
- Every action visible in the chat
ZendeskRead tickets and customers, through community connectors- FreshdeskTickets and contacts, through Freshworks’ MCP gateway
Help ScoutConversations and customers (official connector)
IntercomConversations and user data
StripePayments, refunds, subscriptions and invoices
ShopifyOrders, shipping and returns
HubSpotContacts, companies and tickets (read-only connector)
NotionYour help centre and internal playbooks
Hundreds of tools have a connector today. These work too, through official or community connectors:
- Salesforce
- Slack
Jira
Linear
Google Drive
Zapier- + More tools
And through Zapier’s connector, thousands of apps more. If a tool has no connector, your agent tells you, and writes it down.
Example
A customer asks where their order is and you don’t have access to logistics.
Where is order #4471, and has it been delayed before?
- ✓Reads the order through the Shopify connector
- ✓Reads the customer’s note
- ✓Checks past delays for the same carrier
What you get
In transit, one day late; the carrier has had delays all week. You answer with the tracking and an honest estimate.
03Done, and it tells you what it did.
Speak instead of typing, about three times faster
Hold a key and talk: to your agent, or into any app. Whisper transcribes it on your Mac, free and offline, and spells your clients’ and colleagues’ names right.
Everything else Glowstone does
The same app, with the same memory behind every part. Each one has its own guide, step by step.
The tab
Your agent hangs from the top of the screen in every app. Ask or jot something down without switching windows.
Connectors, step by step
How your agent finds, adds and signs in to a connector, and keeps a list of what you use.
Search & spaces
Find anything by what was said, and keep work and personal life in separate folders.
Bring your memory
Start with what ChatGPT or Claude already know about you, or your Obsidian vault.
Telegram
Text or send a voice note from your phone, and it’s filed by the time you’re back.
Private by design
Notes are files on your Mac. No Glowstone account or server: only the agent you choose reads them.
A customer support agent’s day with Glowstone
- The support brief: tickets at risk and yesterday’s new precedents.
- An edge case decided from a precedent, no escalation.
- Customer call recorded; the double charge checked in Stripe live.
- Process: the outcome saved, and a new precedent for the team.
- Replies drafted in German, Italian and Portuguese.
- Top contact reasons of the week, for product.
Things you could ask it
- “Can I approve this refund, and what does the precedent say?”
- “Has a customer asked for this before? How did we handle it?”
- “Reply in French: we can offer a free month instead.”
- “What did we promise this customer last time?”
- “Which tickets are about to breach their deadline?”
- “Summarise this customer’s history before I call.”
Your notes stay yours
Everything is plain Markdown in a folder on your Mac. There’s no Glowstone account and no Glowstone server, so we can’t read your notes, your chats or your meetings. Only the AI agent you choose reads what it needs to answer, under your own account.
Who can see what →Questions from customer support agents
Does it replace our help desk?
No. Tickets stay in Zendesk, Freshdesk or wherever you use. Glowstone keeps the knowledge around them: policies, precedents, customer notes, and lets you ask across all of it, including the help desk through connectors.
Can the whole team share the precedents?
Yes. The vault is a normal folder, so put it inside a shared Google Drive or Dropbox folder and point each person’s Glowstone at it (Settings → Change folder). Policies, precedents and customer notes are then shared by everyone. Conversations stay on each person’s Mac. There’s no locking: if two people edit the same note at the same moment, the sync service keeps both versions, so it works best when each precedent is written once and then read.
Does it send replies to customers?
It drafts them. You read, adjust and send from your help desk. Nothing goes to a customer without you.
Where does customer data go?
Your notes are files on your Mac; Glowstone has no server. The agent you choose reads what it needs, under your account. Check your company’s data policy before adding customer records.
I’m a founder or PM handling support myself. Is it for me?
Very much. When one person runs support, the hard part is remembering every customer and every exception you’ve made. Glowstone keeps both, drafts replies in each customer’s language, and with Stripe or your help desk connected answers most questions without opening another tab. See also the pages for founders and product managers.
Can I use my Claude or ChatGPT subscription?
Yes. Glowstone doesn’t sell its own AI: it works with the agent you already pay for. Claude Code runs on your Claude plan, Codex on your ChatGPT plan and Cursor on your Cursor plan. OpenCode and Kilo Code can use free models. Glowstone gives that agent your notes, meetings and tools, and takes no cut.
Glowstone is free
- The app: free to download and use, with no account and no card.
- Transcription and dictation: free, with Whisper running on your Mac. No per-minute fees, no word limits.
- The AI: the agent you already use, on your own plan, or free models through OpenCode and Kilo Code. We take no cut.
Try it on your own work.
Free, with the agent you already use. Your files stay on your Mac.
Download free for Mac