> For the complete documentation index, see [llms.txt](https://replai-1.gitbook.io/replai-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://replai-1.gitbook.io/replai-docs/use-cases/saas-at-scale.md). # SaaS at scale ## SaaS at scale SaaS teams use Replai to handle growth and traffic spikes. It helps support scale without adding headcount at the same pace. ### Where should you start? Start with product docs, help articles, and published Q\&A snippets. Add actions later when customers need account-specific help. ### Why does this model scale well? Replai handles repeated questions in the same chat surface. Only harder cases need humans. ### Which tiers fit the rollout? * Use **Answer** for grounded self-serve help. * Use **Agent** for ticket or account workflows. * Use **Live** for queue-based escalation. ### Related links * [Support deflection](/replai-docs/use-cases/support-deflection.md) * [How answering works](/replai-docs/answers-and-grounding/how-answering-works.md) * [Reports](/replai-docs/analytics-and-insights/reports.md) --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://replai-1.gitbook.io/replai-docs/use-cases/saas-at-scale.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.