AI customer service email repliesEvery reply drafted.
A person still sends it.
Your AI assistant reads the customer's email, finds the SOP that covers it, checks the order and drafts the reply in your rep's inbox, in your words. Your rep reads it, edits anything that's off and presses send.
Read the email twice. Search the SOP folder. Open Shopify. Find the order. Copy the saved reply. Fix the name and dates. Check the tone. Or just ask.
Draft a reply to this one. She got a damaged item.
Your assistant reads the whole thread, not just the last message. It finds the SOP (the written how-to your team follows) and the approved reply for the issue, looks up the order by number or email and checks whether your policy allows a refund or a replacement. Then it fills in the real details and saves the draft in the rep's inbox. Nothing reaches the customer until a person sends it.
One draft, with its working shown.
The rep sees the draft and the reasons behind it: which SOP was used, which version and what the order shows. If the customer asks for something your SOP doesn't allow, the draft doesn't promise it. If the case belongs to someone else, your assistant says who handles it. And a customer's email can't make your assistant do anything; it only reads it.
What a good support reply covers. Five parts, in this order.
Whether a person or AI writes it, a reply that settles an issue in one go tends to have the same shape. Use it to write your saved replies, or to check the ones you already have.
- 01 Name the issue in their words
Show you read the email. “Sorry your mug arrived chipped” lands better than “Sorry for the inconvenience.”
- 02 Give the answer first
The fact or decision they wrote in for, before any background or apology paragraph.
- 03 Say what happens next, and when
Who does what, by which day. “Your replacement ships Thursday” ends the back-and-forth.
- 04 Explain the policy in plain words
If the answer is no, or partly no, give one sentence on why. Don't paste the policy.
- 05 Leave a way back to a person
A name and an easy way to reply. Customers relax when they know someone is there.
Your assistant follows the same shape, with the facts from your SOPs and the wording from your support voice.
The send button stays with your team.
Pressing send
Every reply is a draft until a person reads it and sends it. Your rep can edit anything first.
Upset customers
When someone is angry or about to leave, your rep decides how to handle it. Your assistant can pull up their past orders and tickets so the rep has the full picture.
Exceptions
Going beyond your policy for a loyal customer is a judgment call. The draft sticks to the SOP; your rep or lead decides whether to bend it.
Your rules, written down. Then followed every time.
Set up for you as part of the Customer service package, typically in one to two weeks. No technical staff needed: one person who knows how the work flows, plus logins to your apps.
What your assistant learns
Rules we write down with you
Shortcut · for this job
Open the email and use Reply. For anything outside the rules, Hand off writes the note for the right person instead.
Works with
App names are trademarks of their owners. Figure Hawk is not affiliated with or endorsed by them.
Can AI answer customer service emails on its own?
It's possible to set AI up to send replies by itself. We don't. Your assistant drafts every reply from your SOPs and the customer's order, and a person reads it and presses send. That way a person stands behind every answer a customer gets.
Will AI replies sound like a robot wrote them?
They should sound like your best rep. We write down your support voice with you: how you greet people, how you sign off and the words you avoid. Drafts start from your own saved replies, so they read like the emails your team already sends.
What if a customer asks for something our policy doesn't allow?
The draft won’t promise it. Your assistant checks your SOPs before it writes and offers only what they allow. If the case needs a manager or another team, it tells your rep who handles it, and the Hand off shortcut writes the note.