AI customer service for small businessCustomer service.
Every reply by the book.
Reps get the right SOP, the approved reply and the customer's order in one step. Your assistant drafts the reply in their inbox; a person always sends it.
For
Reply to Marco about his late order
Order #4471shipped Oct 21 · in transit
SOP matchedLate delivery · v3
Policy checkeligible: shipping refund
Draft saved to Gmailready for you to send
Shopify · SOP library · Gmailexample output
What it can do
Ten things it checks before your rep hits send.
Your team asks in plain English, the way they'd ask a colleague. Your assistant looks it up in your own apps and answers in seconds. Nothing new to learn.
You ask“Where is Marco's order, and what do we tell him?”
Your assistant checksShopifyYour SOPs
You getTracking from Shopify, plus the approved late-order reply
What your team can ask for
Which SOP covers this, with version and last-updated date
The full text of one SOP
Every SOP in a category
The approved reply for a scenario
Whether an order qualifies: return window, warranty, refund rules
Status, items and tracking by order number or email
Past orders, past tickets and lifetime value
Similar past tickets and how they were resolved
Who handles this issue type
Questions reps asked that no SOP answered
Set up your way
What your assistant learns · about your business
Answer customer emailRead the thread, find the SOP, check the order, fill the template, save a draft.
Support voiceYour tone, greetings, sign-offs and words to avoid.
Escalation rulesWhen to stop and hand off, and to whom.
Refund and return decision treeYour rules, applied the same way every time.
Shortcuts · for weekly jobs
ReplyDrafts a reply to a customer email
Order updateLooks up an order and drafts an update
Hand offWrites the handoff note for the right person
New SOPTurns a resolved case into a draft SOP
Guardrails
By the SOP
Never offers anything your SOP doesn't allow.
Drafts only
A person always presses send.
Safe from tricks
A customer's email can't make your assistant do anything.
Always current
Your SOPs update every night, and old versions are kept.
Getting started
What we need from you
Access to your SOP folder
Your saved replies or canned responses
Logins for your help desk and order system
An escalation list (issue type → person)
Add-ons
Shared inbox triageWorks straight from your shared support inbox.
Daily digestEvery morning: unanswered threads with drafts ready.
Attachment readingDamage photos, receipts and forms.
Ticket tidyingTags, assigns and closes tickets for you.