How we answer ProBackup support: AI drafts, our team decides
Behind the scenes of ProBackup support: an AI checks your account, backup jobs, connections and billing, drafts a reply within minutes, and a person on our team reviews, edits and sends it. What it reads, what it never does on its own, and what changed.
In short: since June 2026, nearly every email to ProBackup support gets a draft reply written by an AI that first looks up your account: your backups, their last runs and errors, your app connections and your billing. A person on our team reads that draft, corrects it where needed and sends it. Nothing reaches you without that review.
We are writing this down because you deserve to know how your support replies are made, and because the tool we built for it, ReplyPen, is now something other companies can use too.
Why a help article was never enough
Most questions we get are not “how does feature X work”. They are “why did my Asana backup skip last night?”, “why does it say reconnect required?” or “why was I charged twice?”. The answer is not in a help article. It is in your account: which collection failed, which token expired, which invoice was paid.
Answering those used to mean opening three or four internal tools before writing a single sentence. That is the slow, repetitive part of support, and it is exactly the part a computer is good at.
What happens when you write to us
- Your email arrives in our support inbox.
- Within a few minutes, a draft reply appears next to it. Over the last four weeks the median was just over one minute, and nine in ten drafts were ready within five.
- Before writing, the AI checked the facts: your account and plan, your backups and their recent runs, connection and token status, billing, and our help center.
- A person on our team reviews the draft, edits it where needed, and sends it.
We get about 90 support emails a week. Roughly half of the drafts go out unchanged or with small edits. The rest we rewrite in part, usually to add context the AI could not know, such as something we discussed with you on a call.
What it reads, and what it never does on its own
This matters to us as a backup company, so here it is plainly.
- It reads your account details, your backup jobs and their errors, the status of your app connections, your billing history and our own system logs. That is what a support engineer would look at.
- Your backed-up data stays out of a reply. In the rare case where a failed restore or export can only be diagnosed by looking at one specific record, the AI may open it, but it never quotes that record back in an email.
- It does not change your account on its own. For fixes such as reconnecting an app, refunding an invoice or applying a discount, it prepares the step and a person on our team decides. The only steps it may start by itself are two harmless retries (re-running a backup’s first pull, re-sending a Google Drive sync), and only after an automatic safety check.
- Secrets stay out of reach. Passwords, access tokens and encryption keys are excluded by design.
- Where it runs. It is operated by the same company, Pro Backup BV, and stores its data in Frankfurt. Some of the AI processing currently happens outside the EU under EU-approved safeguards; the details are on ReplyPen’s data residency page. How we protect your backups themselves is on our data security page.
What we learned
- “Nothing to do” is a good answer. When your backup behaved exactly as designed, the draft says so plainly instead of promising to “look into it”.
- Our edits teach it. When we correct a draft, that correction feeds back into what the AI knows, so the same mistake is less likely the next time. Nothing has to be retrained.
- Speed was never the point. A correct answer in ten minutes beats a vague one in ten seconds. What changed most is that the first reply you get now contains the actual reason, not a request for more details.
Want this for your own support?
We built this for ourselves first. The same tool now drafts replies for other software companies and small businesses that answer customers in Gmail or Outlook. It is called ReplyPen, and it is made by the same team as ProBackup.
FAQ
Is my support reply written by a person or by AI?
Both. The AI writes the first draft after checking your account. A person on our team reviews, edits and sends every reply.
Can the AI see the data in my backups?
It works from your account, backup status, connections and billing. Only when a failed restore or export can’t be diagnosed any other way may it open one specific record, and it never repeats that record’s content in a reply.
Can the AI change my account or issue refunds?
No. Refunds, discounts and account changes are prepared by the AI and decided by a person on our team. The only steps it may start alone are two harmless retries: re-running a backup’s first pull and re-sending a Google Drive sync.
Where does this run?
It is operated by Pro Backup BV, the company behind ProBackup, with data stored in Frankfurt. Part of the AI processing currently happens outside the EU under EU-approved safeguards; see ReplyPen’s data residency page.
