> ## Documentation Index > Fetch the complete documentation index at: https://docs.apollospace.ai/llms.txt > Use this file to discover all available pages before exploring further. # Technology & SaaS > Product and SaaS teams: qualify trials, run guided onboarding, take first-line support from the Brain, and keep internal ops in view — with pricing, contracts, and plan changes always in a person's hands. It's 9am on a Monday. Fourteen trials came in over the weekend and nobody has replied; two new customers are stuck in first setup and already messaged "couldn't connect"; the support channel has eight messages repeating the same FAQ question; and the team asks in standup "what shipped Friday? what's blocked?" — with no one free to compile it. It isn't a lack of demand. It's a lack of hands for what repeats. **What leaves your plate:** the first reply to every trial, the guided onboarding of every new customer, first-line support from the content that already exists, and the summary of what moved in ops all start happening on their own — with context, within budget, and with **pricing, contracts, and plan changes always waiting on a person.** ## How it works, in one line A software product lives by **shortening the distance between interest and delivered value** — trial to "aha," ticket to the right answer. The agent doesn't replace the product team: it takes the repetitive friction off the line so people keep what needs judgment — pricing, contracts, roadmap, and the hard conversation with the customer. This is the sector that runs on itself. Sales, onboarding, support, and internal ops are exactly the flows a SaaS team recognizes instantly — and they're the first to become agent work, with the person in command of the decisions that change the customer relationship. ```mermaid theme={null} flowchart LR A[Trigger
new trial, customer in setup,
ticket, end of day] --> B[Agent pulls context
from Company Brain + CRM] B --> C[Decides + uses tools
CRM, Outbound, Docs, Routines] C --> D{Touches pricing,
contract, or plan?} D -->|No| E[Qualifies / guides / answers / sums up] D -->|Yes| F[Proposes + calls the person
with context ready] E --> G[Becomes memory
the next trial starts faster] F --> G ``` ## Concrete flows ### 1. Qualify and route the trial that just came in **Trigger:** a trial or lead arrives — from the site form, a referral, or a "talk to us" link. [Athena](/en/agents/athena), the organization's operator, replies on the spot and runs a short qualification, one question at a time: use case, team size, what tool they use today, whether there's a date or an urgent problem. She pulls the ICP and the prioritization criteria you've already defined from the [Company Brain](/en/features/brain) and, with the answers, creates the [lead in the CRM](/en/features/crm), fills the fields, and **routes it to the right stage**: self-serve runs on its own, a high-potential account becomes a task for a rep on the [board](/en/features/boards). The whole conversation is logged as activity — nothing gets lost in a screenshot. When the trial asks for something qualification doesn't cover — a plan exception, a discount, a special condition — the agent **promises nothing**: it logs the request and escalates. Qualifying is line work; pricing isn't. ### 2. The guided onboarding that gets a new customer to first value **Trigger:** a new customer arrives — converted to a paid account, started setup, or asked for help configuring. The agent pulls that plan's onboarding sequence from the [Brain](/en/features/brain) — the steps, in order, with what each one unlocks — and walks the person **one step at a time** through [chat](/en/features/chats) or [WhatsApp](/en/integrations/whatsapp): "first app connected; now let's import your team." Each milestone becomes an [activity in the CRM](/en/features/crm), and whatever the customer hasn't done yet becomes a [routine](/en/features/rotinas) of gentle reminders on their channel — with **approval before each external message** if you want to keep a hand on it. If they're stuck on a technical point the script doesn't solve, it opens a [task](/en/features/boards) for the right person, history attached. ```mermaid theme={null} flowchart TD A[New customer] --> B[Agent pulls the onboarding
sequence from the Brain] B --> C[Walks step by step
chat / WhatsApp] C --> D{Stuck on a point
outside the script?} D -->|No| E[Marks the step + continues
to first value] D -->|Yes| F[Opens a task for a human
with the history] E --> G[Becomes memory
the next onboarding improves] F --> G ``` **Why this matters:** most early churn isn't price — it's the customer who never reached first value because they were left alone in setup. A guided sequence has no hectic week: it follows each customer at their own pace, on the right day, and turns a lukewarm signup into real use. ### 3. First-line support from the Brain — and escalate the rest **Trigger:** a support message arrives — by chat, WhatsApp, or a connected channel. The agent looks for the answer in the [Company Brain](/en/features/brain) — the help base, the product docs, the [documents](/en/features/documentos) and PDFs the team has already ingested — and replies on the spot, in the right language, citing the passage behind it. When the information **isn't there**, it **doesn't make it up**: it logs the question, flags it as a documentation gap, and escalates to the right person with the full conversation history. A recurring product question becomes a candidate to enter the Brain; a bug or feature request becomes a [task on the board](/en/features/boards) with the customer's report attached. **Most tickets are the same question asked again.** Solving on first contact what's already documented frees the team for what only it does — the hard case, the real bug, the conversation that needs judgment. ### 4. The ops digest — and the market pulse **Trigger:** a [routine](/en/features/rotinas) the agent schedules for itself — every end of day, or every Monday morning. On fire, the agent sweeps the [boards](/en/features/boards) and the [CRM](/en/features/crm) and assembles an internal-digest [document](/en/features/documentos): **what shipped, what moved, what's blocked and for how long, what needs a decision.** An item stalled too long or a task with no owner becomes a [proactive notification](/en/features/rotinas) in the bell of whoever owns that area — no one has to mine the board to learn where work jammed. And when you need to look outward, [Scout](/en/agents/scout) runs the public web research — a competitor's launch, a market price change, what's being said about a category — and returns a summary **with sources**, no guessed numbers. The market pulse lands in the same digest, next to the internal one. ## What stays human Anything that changes a customer's plan or commitment goes through a person. The agent **proposes and prepares, never decides alone**, whenever the subject is: * **Pricing, discounts, and commercial terms** — any value or term in the offer to the customer. * **Contract and signature** — signing, renewal, amendment, cancellation; any plan change that becomes a commitment. * **A commercial proposal to a client** — the document that becomes a formal offer. * **Money** — billing, refund, chargeback, invoice adjustment. * **Heavy external, legal, or regulatory communication**, governance decisions, and destructive actions. In those cases the agent prepares everything — the draft, the customer context, the history — and **waits for a person to approve.** Every action lands in the auditable trail, with author and justification, isolated per organization. ## Where to start Ingest your product docs, help base, onboarding playbooks, and ICP into the [Company Brain](/en/features/brain). That's where the agent pulls its support answers, onboarding steps, and qualification criteria. Connect [WhatsApp](/en/integrations/whatsapp) or the [chats](/en/features/chats) and let the agent qualify trials and answer support, logging everything in the [CRM](/en/features/crm). Start with human approval before each external message. Create a [routine](/en/features/rotinas) that assembles the ops summary and follows up with whoever hasn't reached first value yet. One agent, one cadence, one channel — and autonomy grows like a ratchet, not a leap. ## Next steps Qualification, follow-up, and pipeline at the front — of which the trial funnel is a high-volume case. The same guided-onboarding pattern applied to a new teammate joining. The market and competitive research on the public web — with sources, no guessing. Where the docs, onboarding, and ICP become the memory the agents pull everything from.