AURA Ecommerce OS Core system • CX & Support

Inbox Assistant & Smart Routing

Always-on triage, tagging and routing across email, chat and social DMs. AURA turns one noisy inbox into a prioritised queue with suggested replies, so your team focuses on the conversations that actually move revenue and retention.

Replaces shared inbox chaos & spreadsheets Email • live chat • socials • contact forms Best for support teams with 100+ tickets/day
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Inbox Assistant doesn’t replace your team — it gives them a pre-triaged, pre-drafted queue with clear priorities, ownership and next actions, so they can ship faster replies without burning out.

What this system does

From “everyone in the inbox” to a clean, owned queue

Most shared inboxes slowly turn into a mess of “who’s replying to this?”, duplicated work and missed VIPs. Inbox Assistant turns all that noise into a single, prioritised queue with clear owners.

  • Auto-tags conversations by intent: pre-sale, post-purchase, returns, shipping, wholesale, etc.
  • Surfaces high value / high risk tickets first (VIPs, big orders, bad experiences).
  • Drafts suggested replies that match your tone, policies and macros.
  • Logs every action so you can see who touched what and when.
No more “who’s on this?” One queue, clear ownership, fewer dropped balls

Where it sits in your stack

Inbox Assistant glues into the tools you already use — it’s the intelligence layer on top of your helpdesk and channels, not a replacement.

  • Inputs: Helpdesk (Gorgias, Zendesk, Freshdesk), Shopify, email, chat, social DMs, contact forms.
  • Connects to: your CRM, ESP, reviews platform and order data for richer context.
  • Outputs to: queues, views, tags, internal notes, and performance dashboards.
  • Pairs perfectly with the Inbox Macros Library and Review & UGC Engine.
Gorgias • Zendesk • Help Scout • Custom
Who it’s for & what we build

Ideal for brands that…

  • Have multiple agents dipping into the same inbox across time zones and channels.
  • Want fast first response times without hiring a new person every quarter.
  • Care about CSAT/retention, but also need support to protect margin and AOV.
  • Run campaigns and drops that can flood support with repetitive questions.

If you’re still small, we can scope a “lite” version — focused on tagging, macros and pre-sale routing first.

What we set up for you

  • Central triage logic that tags, prioritises and routes conversations automatically.
  • AI drafting layer tuned to your brand voice, policies and SLAs.
  • Queues and views in your helpdesk for pre-sale, post-purchase, VIP and escalations.
  • Playbooks for what gets auto-answered, what needs human review, and what escalates.
  • Simple reporting on volume, response times and automation impact.
Inputs & outputs

Inputs we need from you

  • Access to your helpdesk (e.g. Gorgias, Zendesk) and main support inboxes.
  • Your existing macros, policies, tone of voice guidelines and “red line” cases.
  • Definitions of VIPs, key segments and any strict SLAs you care about.
  • Examples of great replies (and bad ones) so we can train the assistant properly.

Outputs you get every cycle

  • Clean queues with tags, priorities and owners applied automatically.
  • Suggested replies for common scenarios, ready for human approval or auto-send.
  • Simple summaries of performance: saved time, deflected tickets, CSAT impact.
  • Optional leadership snapshot: “Here’s how support load and quality are trending.”
Example workflow

How a typical Inbox Assistant cycle runs

  1. A new conversation lands from email, chat or socials into your helpdesk.
  2. AURA reads the message, pulls context (orders, history, tags) and scores intent & urgency.
  3. The system tags the ticket, assigns an owner/queue and suggests a reply or next step.
  4. Your agent reviews, tweaks if needed and sends — or lets AURA auto-send low-risk replies.
  5. Escalations and “red flag” cases route to senior support or ops automatically.
  6. AURA logs outcomes, learns from edits and updates playbooks for the next wave of tickets.

Over time this becomes your always-on support co-pilot — cutting response times and workload while keeping human judgment where it matters.

FAQ
Is this replacing my support team?
No. Inbox Assistant is designed as a force multiplier, not a replacement. It handles tagging, routing and drafting so your team can spend their time on higher-value conversations, upsells and complex issues — not resetting passwords all day.
Which tools does this work with?
We primarily work with Gorgias, Zendesk, Help Scout and similar ecommerce-friendly helpdesks. If you run something custom, we can usually connect via API as long as we can read and write tickets.
How do you keep replies on-brand?
We train the system on your existing best replies, tone guidelines and policies. You stay in control of what can be auto-sent vs. what must be approved, and we iterate based on real edits from your team.
What about data privacy & security?
All access is scoped to the minimum we need to run the system. We’ll walk through data flows during the audit, and we can align with your existing DPA, security reviews and user permission structure.
Ready to turn your noisy inbox into a calm, revenue-friendly support machine?
We’ll wire Inbox Assistant into your helpdesk, tune it to your brand, and run the first cycles together — then decide if it should become a permanent part of your AURA OS.
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