Blog
Notes from the queue.
How we price, how to hand work to an agent without losing sleep, and what we changed our minds about along the way.
Product, November 4, 2026
Kestrel now reads the photos your customers send
One refund request in five arrives with a photo. Until this week, every one of those went to a person.
Tomas ReyesHead of Product
From the post3 min read
It treats what it saw like any other fact it looked up.
Earlier posts
- October 28, 2026, Company
Why we bill per resolution, not per seat
A seat price charges for access. We charge when a ticket is closed and stays closed, and it changed what we build.Company - October 9, 2026, Guides
What to look for in your first hundred runs
When can you stop checking its work? Start with one category, read three things in each run, and decide at a hundred.Guides - September 30, 2026, Guides
What a handoff should contain
The worst moment in support is the second time a customer explains the problem. A good handoff makes sure it never comes.Guides - September 17, 2026, Product
Why Kestrel runs on rules, not one long prompt
The person who knows the refund policy best should be able to change it. A prompt made that impossible.Product
Read less. Watch one run.
The fastest way to understand Kestrel is to give it one category and open the first run it finishes.