All work

Case study · 2026

EzSuppBot

An AI helpdesk that knows when to escalate

A hosted Telegram support-bot SaaS taking Stripe subscriptions. Businesses connect a bot and get an AI agent that answers from their own knowledge base and hands over to a human when it should — flat price, AI included.

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Live

Taking subscriptions

AI

Included, not metered

Multi

Tenant bot runtime

1

Server migration, zero loss

Challenge

The established competitor ships a free relay bot and then charges metered credits for every AI reply — so the moment support actually works, the bill becomes unpredictable. The opportunity was an AI-first helpdesk at a flat price. The harder engineering problem was underneath: one service has to run many customers' bots at once, keep each tenant's data separate, take payments reliably, and survive being moved between servers without losing a single conversation.

Approach

  1. 01Built the master bot as the entire onboarding surface — a customer creates and configures their support bot inside Telegram, never touching a dashboard unless they want to.
  2. 02Ran per-tenant bots through long polling rather than webhooks, so changing domain or moving server needs no re-registration with Telegram and no downtime window.
  3. 03Put the AI behind an OpenAI-compatible interface so the model can be swapped — including for a self-hosted one — without touching product code.
  4. 04Wired Stripe checkout plus an inbound webhook for the paid tier, with transactional email through a verified sending domain.
  5. 05Closed the biggest operational risk: the live code had no version control, so it was brought under git as the source of truth before anything else changed.
  6. 06Migrated the whole service to its own server with a temporary bridge host, so traffic kept working throughout the DNS change.

The product

A FastAPI web dashboard, a master onboarding bot, and a per-tenant support-bot runtime — deployed as one service.

ezsuppbot.com
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The live production site — this is the real product, embedded, not a mockup.
  • Master bot handles signup, bot creation and configuration in-chat
  • AI answers from each business's own knowledge base
  • Escalation to a human when the bot shouldn't be answering
  • Stripe checkout and webhook for the paid tier
  • Transactional email from a verified sending domain

Running it

The unglamorous half — the part that decides whether a SaaS is a business or a side project.

  • uvicorn under systemd, behind nginx with Certbot TLS
  • Nightly off-site database backups to separate hardware
  • Live code brought under version control as source of truth
  • Migrated between servers with a bridge host and no data loss
  • Port allocation planned so the sister product can share the box

Outcome

  • A live SaaS at ezsuppbot.com taking Stripe subscriptions from real customers.
  • Clear positioning against the incumbent: flat price with AI included, instead of metered credits.
  • Scaffolding reused directly by the sister product, EzForwardBot — the second build was far cheaper than the first.
  • A production service I own end to end: code, deploy, billing, email, backups and restore.

Services involved

Product & App DevelopmentAutomation & AI SystemsRun & Maintain

Want something like this built — and kept running? oliver@omwc.co.uk