This week was about the inbox. Customer questions arrive from everywhere, and most of them are the same few questions. AI Ticket Triage sorts them and writes the first answer.
New this week
AI Ticket Triage
A new add-on under CRM. Each incoming message becomes a support ticket, sorted by type and urgency, with a reply drafted in your store's voice. It reads your products, the customer's recent orders, your knowledge base and the notes you give it about your business.
- Routine questions can wait as a one-tap draft (Send, Edit or Discard), or send on their own once you switch that on
- Refund disputes, legal or safety issues, and any words you list always go to a person
- Messages come in from your storefront contact form, your support mailbox, and Facebook and Instagram messages
- A Metrics page shows volume, how often replies send on their own, and how often drafts get edited
- Off by default. Your store uses its own AI provider key, and nothing sends on its own until you turn it on
Live chat on your storefront
A chat bubble on your store answers in a few short sentences, and hands over to a person when a customer asks, gets frustrated or needs more help.
- It shares order status and tracking only after the customer gives both the order number and the email on the order
- Your team can take over a chat, and hand it back, from the normal ticket page
What's next
Next: the same assistant answering the phone.