What to expect from these answers
These answers are based on the compiled product interface and current Otisa privacy and terms disclosures. Where backend configuration cannot be independently verified from this repository, the answer says so.
Questions about Promise FAQ
What counts as a customer commitment?
A specific future action or follow-up an agent tells a customer they will complete.
Can Promise detect more than one commitment in a reply?
Yes. The current product disclosures and interface support multiple detections.
Does Promise read customer replies?
The current privacy notice says webhook traffic can include customer-authored public comments, but Promise skips those comments for promise detection.
Does Promise automatically reply to customers?
No. Configured automation does not send public customer replies.
Can agents correct false positives?
Yes. They can review, edit or dismiss a detected commitment.
Can agents add a missing deadline?
Yes. A deadline can be entered or edited.
What statuses are available?
Verified states include active, due soon, due today, overdue, likely kept, kept, dismissed and deleted.
Can agents see only their own promises?
Yes. The interface contains a personal promises view.
Can managers see team promises?
Yes. A team view shows agent-associated commitments and status.
Can Promise open the source ticket?
Yes. Items include an action to open their Zendesk ticket.
Does Promise provide reminders?
Yes. Reminder timing and channels are configurable in the interface.
Can Promise add private ticket notes?
Current product disclosures and settings describe configurable private reminder and overdue notes.
Can Promise change ticket fields?
Current disclosures describe configurable tags, priority, group and status actions.
Does Promise send public messages?
No. It does not automatically send public customer replies.
What is the daily briefing?
A summary of current team priorities, including open, overdue, due-soon and due-today counts.
Does Promise have analytics?
Yes. The interface includes commitment status, rate and time-series views.
Are analytics proof that Promise improves CSAT?
No. Promise does not claim a guaranteed business outcome.
How accurate is the AI?
No public accuracy percentage is claimed. AI results require human review.
Can AI miss a commitment?
Yes. The terms explicitly warn that detections can be incomplete or incorrect.
Can Promise interpret relative dates?
The interface is designed to extract due phrases and dates, but interpreted dates should be reviewed.
What happens without a deadline?
The item can be shown as needing a deadline, and an authorized user can add one.
Can commitments be reassigned?
The compiled interface allows an authorized user to change the owner.
Can a promise be dismissed?
Yes. Dismissed items remain distinct from kept items.
Can a dismissed promise be restored?
Existing Promise copy describes restore behavior; final production availability should be confirmed before launch.
What is an overdue promise?
A tracked commitment whose due time has passed without being marked kept or otherwise closed.
Does Promise replace SLAs?
No. SLAs and conversation-specific commitments solve different problems.
Does Promise prevent a ticket from being solved?
A setting exists for keeping tickets open when an active promise exists; production configuration must be confirmed.
Does Promise support business hours?
The compiled settings include a business-hours-only option for reminder behavior.
Can reminders repeat?
The settings contract includes a repeat interval and maximum reminder count.
Does Promise track activity history?
Yes. Detection, edits, reminders, overdue changes and completion events can appear in activity history.
Can reports be exported?
The current interface includes browser-side report generation; verify the final launch workflow before making procurement commitments.
Where is Promise hosted?
The current privacy notice states that Railway hosts the backend and Supabase stores service records.
Does Promise use OpenAI?
The current privacy notice says OpenAI performs AI processing when enabled.
Is Promise SOC 2 certified?
No such certification is claimed.
Is Promise ISO 27001 certified?
No such certification is claimed.
Is Promise HIPAA compliant?
No HIPAA claim is made.
Is Promise end-to-end encrypted?
No. The privacy notice explicitly avoids that claim.
How long is data retained?
The current privacy notice describes category-specific retention and a manual uninstall deletion process; review the security page for details and verification notes.
Who operates Promise?
Otisa operates Promise.
Is Promise made by Zendesk?
No. Promise is provided by Otisa and runs on Zendesk.
How much does Promise cost?
$5 per agent/month.
Is there a free plan?
No free plan is currently published.
Is there a trial?
No public trial claim is made until the owner confirms it.
Is Promise on the Zendesk Marketplace?
Not yet. A real listing URL will be added after launch.
How do I get launch updates?
Use the launch-update link on this page to contact Otisa.