# Support: answer the public without starting from scratch.

Support gathers the requests your service receives and prepares replies from your documentation. Your staff can review them, edit them or let the AI reply automatically, under the rules you set. Support is open-source software for handling requests from the public, published by [État de l’Art](https://etatdelart.ai/en/index.md).

## Everything you need to answer better

- **All requests in one place.** Town website, email, WhatsApp: every request joins the same queue, with its channel. The team sees who is handling it and how long the resident has waited.
- **A help, not a replacement.** Support writes a first version of each reply. The agent sends it, corrects it or writes their own, and spends their time on the harder requests.
- **Your documents, your tone.** Drafts draw on your town hall’s documents, cite their sources and follow the writing guidelines you set.
- **You choose the mode.** By default, a member of staff reviews every reply before it goes out. You can switch to automatic or offline at any time, by hand or on a schedule.
- **Better drafts, week after week.** Support spots what is missing or contradictory in your documents and suggests a fix, tested before it reaches you.

## In service in Vilnius since October 2025

Staff at the City of Vilnius answer residents with Support.

## Open, and installed to fit your constraints

- **Source code and licence.** We built it with the City of Vilnius, then published it as open source under the Apache 2.0 licence, so that other administrations can take it up. Read it, change it, keep it, with or without us. In service in Vilnius since October 2025.
- **Hosting.** Support can be installed on your infrastructure or run as managed hosting. On your servers: you install it yourselves, and your data never leaves your infrastructure. Managed hosting: we host it in France and take care of updates.
- **Data and processing.** The choice of AI model, hosting and data processing are set with your team, to fit your constraints.
- **AI models.** Use the model you want, and change it without changing tools. Many can be hosted in the European Union.

## Who is Support for?

Town halls, regional authorities and ministries that receive many requests, often on the same subjects, and whose staff spend too much time looking for the right information.

## Frequently asked questions

**Where is the data hosted?**
With you if you host Support yourselves, or with us, in France, if you choose the hosted version.

**How does the AI work?**
Support searches your organisation’s documentation for the passages that answer the request, then writes a draft that cites them. You choose the model: Mistral, OpenAI, Gemini or another.

**Are replies approved by staff?**
By default, yes: Support suggests a draft, a member of staff reviews it, corrects it if needed and decides to send it. In automatic mode, the resident can see that the reply is automatic.

**Does Support work with our existing tools?**
Yes. Support connects to the tools you already use; we choose which ones together at the start of the project.

**Is the software open source?**
Yes, under the Apache 2.0 licence. You can read it, change it and host it yourselves.

## Contact

We will show you Support and answer all your questions. Write to us: margaux@etatdelart.ai