Firefly Support
AI support software for app and game developers that reads Gmail, Google Play and App Store reviews, then replies automatically in the customer's language, grounded in your own knowledge base.
🔗 Visit Firefly Support
Description
If you ship a mobile app or game, support requests don't just come by email — they show up as one-star app store reviews, too, and checking three separate places for them eats time you don't have. Firefly Support pulls all of it (Gmail, Google Play reviews, App Store reviews) into one place and answers on your behalf, in whatever language the customer wrote in, using only facts from a knowledge base you provide so it doesn't invent answers.
Technically, replies are grounded against your uploaded knowledge base to prevent hallucination, and anything uncertain or sensitive gets escalated to a human via Microsoft Teams or Discord instead of being answered blindly. It automatically clusters duplicate bug reports by impact and can notify every affected user at once when a fix ships. The knowledge base itself improves as tickets get resolved, there's a sandbox for testing replies before they go live, and a connector API plus MCP server exist for custom integrations. Every plan — including the free one — gets the full feature set; only message volume and knowledge base size (capped at 500MB) scale with price.
💬 Our review
The short version: Firefly Support's real value is unifying two support channels that are usually treated separately — inbox email and app store reviews — under one AI that's grounded enough not to make things up, which matters a lot when a bad AI reply becomes a public one-star review.
The genuinely free-forever tier (50 messages/month, no card) is a low-risk way to see if grounded AI replies actually work for your app before paying anything, and the escalation-to-human safety net for uncertain cases is the right call for anything customer-facing. The 'reply-all-when-fixed' feature for bug clusters is a small but clever touch that turns a fixed bug into a wave of goodwill instead of a forgotten ticket. The catch is scope: it only covers Gmail, Google Play and App Store — no Slack, Zendesk or Intercom integration — and the 500MB knowledge base cap applies even on the top Enterprise tier, which could bite a support-heavy app with a large FAQ or docs set. Worth it if your support load is genuinely split between email and app store reviews; skip it if your support already lives inside Zendesk or Intercom and migrating channels isn't worth the disruption.
💰 Pricing
📊 Global score
🤖 AI-enriched data
Free : 0 $/mois — 50 messages/mois, sans CB. Standard : 20 $/mois — 300 messages/mois (le plus populaire). Enterprise : 75 $/mois — 1500 messages/mois. Base de connaissances plafonnée à 500 Mo sur tous les plans.
Pros
Unifie Gmail, avis Google Play et App Store en un seul flux
Réponses ancrées dans une base de connaissances, pas d'hallucination
Escalade automatique vers un humain sur les cas incertains
Palier gratuit à vie, sans carte bancaire
Regroupement automatique des bugs dupliqués avec notification groupée
Cons
Limité à Gmail/Google Play/App Store, pas de Slack ou Zendesk
Base de connaissances plafonnée à 500 Mo même sur Enterprise
Nécessite que l'app soit publiée sur Google Play ou App Store