Chat with Support

Copilot. A button in Builder Copilot that hands you to a live support agent, for when self-serve isn’t enough.

Roles: Lead, Frontend, Backend.

Role: Feature owner across the Copilot surfaces
Team: Copilot, Zapier
Shipped: 2026

The problem

If you got stuck in Builder Copilot, there was no way to reach a person. Fixing that meant building one experience across several surfaces and codebases, and what each user could see depended on who they were.

What shipped

If you’re building in the editor or on member home, you can now reach a live support agent from inside the assistant and move to chat or email in one click. A feature flag controls who sees it, and what they get depends on their plan and where they are, so only eligible customers see it and each one gets the right option. We check eligibility again at the moment of handoff.

How I ran it

I split the work into pieces that could be reviewed in order: the support API proxy, then the routes, then eligibility and the flag, then the escalation tools.

Partway through, another team’s legacy toolkit got in our way. I didn’t want to patch a legacy package quietly, so I wrote up three options and worked with the team that owns it to pick one.

Support was running the rollout and comms, so I held the final merge until their announcement went out. When the project grew into something several teams were working on, I worked out who would do what and in what order.

Full text: /llms-full.txt. Contact: hello@kaitrin.dev.