AI features Cloud · Team
AI does the triage grunt-work so you can spend your time on the calls. Everything here needs the Team plan or higher on Crumb Cloud: Team includes 2,000 AI operations a month, and Growth 10,000. AI doesn't run on self-hosted installs, even with your own model keys.
- Auto-triage: each new item gets a suggested initiative, with a confidence score, when one fits. Accept or dismiss the suggestion inline.
- Ticket drafting: titles and bodies written for Linear, Jira, and GitHub (see Push to your tracker).
- Reply drafting: a suggested response to the customer, in your team's voice.
- Ask your feedback: ask a plain-English question and get a short answer grounded in your feedback, citing the items it drew on. With usage analytics on, it answers usage questions too.
- Churn signals: accounts that went quiet or are trending negative get flagged before they leave.
- Request sizing in Slack: @mention Crumb on a message in a feedback channel and it replies in-thread with the ask restated, the account's ARR, similar open requests and the revenue behind them, and a rough T-shirt scope read from your connected repo. It reads only, nothing gets filed.
Session replay Cloud · Growth
See exactly what the customer saw. When a customer ticks the "Record my session" box in the widget's feedback form, Crumb starts recording right then and attaches the replay to their request, so "it's broken" becomes "they clicked Export three times and nothing happened." Recording runs forward from the tick; nothing from before it is captured. Growth includes 5 GB of recordings a month.
- Consent first: the customer ticks the box themselves and can untick it to stop. Nothing is recorded silently, and the box only appears once an admin turns session record on.
- Private by default: every input value is masked, passwords and emails included, and you can add
crumb-blockorcrumb-maskto anything else. - A real player: rendered cursor and click ripples, idle-skip so you don't watch dead air, and a network panel (with secrets redacted).
- AI summary: a one-line "here's what they were trying to do" while the replay loads.
Usage analytics Cloud · Team
Send Crumb your product usage events and feedback gets context. You'll see how active an account is right next to what they're asking for, and which initiatives matter to the people who actually use the thing.
Send events with crumb.track() from the widget, or from your server with the usage-events API. On Cloud, Team takes 500,000 events a month and Growth 2,000,000. Self-hosting? Usage analytics is always on, no plan required.