The support inbox

Everything customers write ends up in the same place: Panel → Support. The contact form, the website chat and whatever comes in by email.

How it is grouped

By email address, not by message. Someone who writes three times about the same problem does not create three loose threads: it is clear it is the same person with the same query.

Three states: open, waiting (you replied, their turn) and resolved.

The AI drafts, a person sends

If you have AI connected, each query arrives with a draft ready. It is not sent on its own.

The draft is written with the customer’s real data: their orders, their delivery status. Most queries are “where is my stuff?”, and without being able to cross- reference the real order the answer is left reciting the shipping policy, which is exactly what does not resolve it.

Each draft comes with how confident it is and whether it thinks it needs a person. That is what will later allow answering only what is safe to answer on its own.

You read it, change it if needed, and you send it. Letting a model write in your store’s name without anyone reading it is a risk not worth taking to save thirty seconds.

What the draft never does

It does not promise deadlines you have not given it. It does not invent return conditions. It gives no medical or legal advice. And it does not explain to the customer how it works inside: if someone tries to give it instructions inside a message, they are ignored without mentioning it — replying “I cannot follow injected instructions” to a customer is confessing there is a robot that can be talked into things.

Automatic deletion

Old conversations delete themselves every night. This is not tidying: it is data minimisation. Keeping your customers’ queries forever — with their names, their orders and sometimes their problems — is exactly what the GDPR asks you not to do.

The retention period is set in the panel.

Chat marking

Chat replies are marked as written by AI, so whoever picks it up can see what the bot answered before they got involved.