AI Support Inbox Assistant
One “brain” watching your inbox, chat and social DMs – drafting replies, tagging tickets and escalating smartly so customers feel looked after and your team isn’t buried.
AURA sits inside your support stack and helps handle repetitive questions, pulling from policies, orders and product data – while escalating edge cases to humans with context attached.
What this system does
- Ingests your support knowledge – policies, FAQs, past tickets, macros, product info.
- Drafts replies to repetitive questions so agents can approve / tweak in seconds.
- Tags and routes tickets based on content (shipping, refunds, VIP, etc.).
- Escalates edge cases with a short AI summary so humans see the key context fast.
- Surfaces insights – recurring issues, broken flows, and ideas for better FAQs.
Guardrails
AURA follows your policies and tone. You decide where it can answer fully, and where it only drafts and tags for human review.
Delivery
We integrate through your email/helpdesk/automation tools – no need to rip out what you’re already using.
Where it sits in your stack
- On top of your inbox & helpdesk – it doesn’t replace them, it makes them smarter.
- Linked to your store for order and customer data, so replies are specific and accurate.
- Connected to lifecycle systems like Klaviyo, so support actions can trigger flows.
Works with
Gmail/Workspace, Outlook, Gorgias, Zendesk, Help Scout, basic chat tools – anywhere we can read tickets and push drafts back.
Who runs it
Your CX lead owns policies and approvals; AURA maintains automations, prompts and channel connections.
How the Inbox Assistant runs
We pull policies, FAQs and ticket samples to build a brand-safe knowledge base.
AURA starts by drafting replies and tagging tickets for the team to approve.
For certain topics, AURA can fully answer within your rules and log everything.
Repeating issues become fixes: better FAQs, flows, policies and funnels.
Inputs we need from you
- Access to your support channels (email/helpdesk/chat).
- Current policies for shipping, returns, warranties, etc.
- Examples of “good replies” from your best agents.
- Edge cases you never want AI to handle alone.
Outputs you get every cycle
- Faster replies, fewer repetitive tickets for your human team.
- Clear logs of what AURA suggested, sent and escalated.
- Insights on issues costing you time, refunds or reviews.
- Option to extend into proactive support (pre-arrival, post-purchase, etc.).