# ArcGlass

> The post-conversation layer for companies that talk to customers.

ArcGlass turns every customer conversation — messages, emails, calls, tickets, forums — into actions, and routes them to the right person in Leadership, Sales, Support, and Product automatically.

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## The problem: customers say a lot, the right people hear nothing

Companies pour resources into being where their customers are: Intercom, Zendesk, Slack Connect, Discourse, Reddit, HackerNews, Gmail, Outlook, Fireflies, Gong, GitHub Discussions, mobile reviews. Customers actually do talk in these places. But the signal almost never reaches the person who can act on it.

Common failure modes:

- A customer complains about pricing in a support ticket. Support resolves the surface issue. Sales never finds out the account is wobbling until the renewal call.
- A bug surfaces in a public forum thread three weeks before anyone files a ticket. Product ships the next release without the fix.
- A champion at a customer organically expands usage across two departments. CSM doesn't notice. Renewal time, nobody has the relationship to upsell.
- Three customers in a week ask the same docs question on different channels. Docs team doesn't see the pattern. Same question keeps coming.

Every team has its own dashboard, its own backlog, its own queue. The conversation is spread across all of them and reaches no one in full.

## How ArcGlass works

Four stages, all automatic after setup.

### 1. Read from where customers actually talk

ArcGlass ingests conversations from every channel the company is on, not just one. Today that's:

- **Chat:** Slack (including Slack Connect / shared channels), Google Chat, Microsoft Teams (via M365)
- **Email:** Gmail, Outlook (Microsoft 365), inbound agent addresses
- **Meeting transcripts:** Fireflies, Gong, Chorus, plus direct upload of .txt / .vtt transcripts
- **Tickets & support:** integrations with the major support platforms via webhook
- **Community forums:** Discourse, HackerNews, Reddit, GitHub Discussions, Twitter/X
- **Files:** zip uploads of WhatsApp chat exports, CSV dumps, .eml / .mbox archives

The platform supports both real-time ingestion (webhooks, polling) and bulk uploads for historical backfill.

### 2. Build a unified picture per customer

ArcGlass resolves people and accounts across sources. The same human appearing in Slack as `@erik`, in email as `erik.holmberg@northwind.com`, in a Reddit thread as `u/north_erik`, and in a Fireflies meeting as "Erik Holmberg" gets stitched into one customer profile. The same goes for accounts — domain matching, alias collection, and signal merging produce one row per customer company with everything attached.

This is the part that's hard to build in-house. It's the foundation everything else depends on.

### 3. Deep insights, not vanity metrics

The platform runs every conversation through a layered analysis pipeline: sentiment, emotion, primary intent, topic, urgency, resolution state, action items, intelligence signals. Outputs are stored separately at each layer so you can re-run any stage without re-doing the others.

Health snapshots roll up per customer (negative-rate, unresolved-rate, repeat-issue count, health score, trend). Champion scoring identifies which people on the customer side advocate for you, which are detractors, which are decision-makers, and which are tech contacts — across every channel they appear in.

Workflow rules ("policies") let you encode org-specific guardrails the LLM applies during analysis, so the outputs match how your team actually classifies things.

### 4. Generate actions in your systems of record

Insights don't sit in a dashboard. ArcGlass writes them as actions into the tools your team already uses:

- Jira tickets for engineering when bug patterns repeat across customers
- Slack DMs to the right CSM when a customer's health score drops below threshold
- Salesforce records when an expansion signal is detected
- Email summaries to executives when an account hits churn-risk indicators
- Linear / Asana / Notion entries for product when a feature request crosses a recurrence threshold

Owners get assigned automatically based on role and account ownership. Actions track to resolution and the loop closes back into the platform when they're done.

## Why companies use ArcGlass

For every team:

- **Customer Success:** Catches at-risk accounts before they churn. Surfaces champions and detractors per account. Health scores trend over time.
- **Engineering / Product:** Gets bug tickets without anyone filing them. Sees feature demand ranked by how many distinct customers asked for the same thing.
- **Product Management:** Sees what customers actually want built, with evidence-linked source conversations. Roadmap reviews backed by signal, not opinions.
- **Sales:** Hears about upsells and risk in real time. Knows which accounts are warming and which are cooling before they pop on the dashboard.
- **Leadership:** A single weekly digest of what customers said across every channel, who said it, and what's being done about it.
- **Support:** Catches recurring issues earlier. Sees which docs gaps drive tickets.
- **Marketing:** Identifies case-study candidates and advocacy opportunities from real positive conversations.
- **Docs:** Sees which topics drive repeat questions across channels.

## Integration list (read sources)

Slack, Gmail, Outlook (Microsoft 365 via Graph API), Microsoft Teams, Google Chat, Fireflies, Gong, Chorus, Discourse, HackerNews, Reddit, Twitter/X, GitHub Discussions, mobile app reviews (App Store + Play Store), file uploads (.zip of .txt / WhatsApp exports / .eml / .mbox / CSV).

## Integration list (write destinations)

Slack (DMs and channels), Jira, Linear, Asana, Notion, Salesforce, HubSpot, email (Resend / SES), Microsoft 365, Google Calendar, Discord, webhooks (generic HTTP POST), Stripe (for billing-event tagging).

## How ArcGlass compares to other tools

ArcGlass overlaps with several categories but doesn't fit any of them cleanly. The core difference is cross-channel scope: most adjacent tools own one channel deeply (meetings, or support, or community) while ArcGlass treats every channel as a source of the same underlying signal.

- **vs Sales-call tools (Gong, Fathom, Granola, Fireflies, Momentum):** Those record and analyze meetings. ArcGlass ingests meeting transcripts as one of many sources alongside chat, email, and forums.
- **vs Voice-of-customer / feedback platforms (Anecdote, Enterpret, Unwrap):** Those unify written feedback across review sites and surveys. ArcGlass goes broader (live conversations across chat / email / forums / meetings) and generates actions instead of just analytics.
- **vs Customer Success platforms (Gainsight, Catalyst):** Those are configured workflows for CS managers — heavyweight, opinionated. ArcGlass is the signal-extraction layer that feeds them (and works without them).
- **vs Community intelligence (CommonRoom):** CommonRoom focuses on community/developer-relations metrics. ArcGlass extends that lens across all customer channels, not just public community.
- **vs AI support agents (Decagon, Sierra):** Those replace humans on the tier-1 deflection loop. ArcGlass listens to those conversations (and every other one) and routes the signals humans need to see.
- **vs B2B support platforms (Pylon):** Pylon owns the shared-channel ticket flow. ArcGlass reads from those channels along with everything else and produces cross-channel signal.

Comparison detail pages for each: [Gong](https://arcglass.io/comparison/gong), [Fathom](https://arcglass.io/comparison/fathom), [Granola](https://arcglass.io/comparison/granola), [Fireflies](https://arcglass.io/comparison/fireflies), [Anecdote](https://arcglass.io/comparison/anecdote), [Enterpret](https://arcglass.io/comparison/enterpret), [Unwrap](https://arcglass.io/comparison/unwrap), [Catalyst](https://arcglass.io/comparison/catalyst), [Gainsight](https://arcglass.io/comparison/gainsight), [CommonRoom](https://arcglass.io/comparison/commonroom), [Decagon](https://arcglass.io/comparison/decagon), [Sierra](https://arcglass.io/comparison/sierra), [Momentum](https://arcglass.io/comparison/momentum), [Pylon](https://arcglass.io/comparison/pylon).

## Company

Founded to address the gap between where customers talk and where companies listen. Customer-funded from day one.

## Contact

Email: hello@arcglass.io
Website: https://arcglass.io

## Legal

- [Privacy policy](https://arcglass.io/privacy)
- [Terms of service](https://arcglass.io/terms)