AURA • AI Inbox Systems

Inbox Reply Assistant

Drafts policy-aware replies for your shared inbox, then lets your team approve, tweak, or send in a click. Less backlog, same brand voice.

Advanced module • Support Gmail / Helpdesk (Gorgias, HelpScout, Zendesk)

AURA ingests your macros, policies, and past replies. For every new ticket, it drafts a response that matches your tone, checks policy, and flags edge cases for human review.

Backlog reduction
40–70%
Less time stuck in “unread” thanks to first-draft replies.
1-click approvals
80%+
Most tickets can ship with minor edits or a quick confirm.
Coverage
24/7
AI can pre-draft replies outside support hours, ready for review.
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What this system does

1. Turns your inbox into a drafting lane, not a bottleneck.

  • Watches new tickets in Gmail or your helpdesk and pulls in context (order, tags, previous messages).
  • Uses AURA’s agent + your brand voice to draft a suggested reply for each ticket.
  • Checks rules for refunds, reships, discounts, and edge cases before proposing an answer.
  • Surfaces important attributes (order value, VIP status, previous issues) for your agent at a glance.

2. Keeps humans in the loop where it matters.

  • Agents can approve, tweak, or reject drafts directly inside your inbox / helpdesk.
  • Risky messages (legal threats, high-value VIPs, PR-sensitive cases) are highlighted for manual handling.
  • Feedback from your team trains the system: what to say, when to escalate, what to never promise.
  • Creates a consistent log of decisions so you can tighten policies over time.

3. Learns your patterns so responses improve every week.

  • Ingests your best historic tickets to learn how you talk about delays, damages, sizing, and more.
  • Updates patterns when you change terms, SLAs, or offers — so replies don’t drift out of date.
  • Surfaces FAQ gaps where a new macro, article, or automation would remove future tickets entirely.
Shared inbox Policy layer AI drafting Human approvals

Ideal for brands that…

  • Handle 30–500+ support tickets per day across email and helpdesk tools.
  • Want replies to be faster without sounding like a chatbot or template blast.
  • Have clear refund / reship policies but agents waste time rewriting the same answers.
  • Care about tone: friendly, on-brand, and aligned with your risk appetite.

Where it sits in your stack

  • Email layer: Gmail / Google Workspace, Outlook shared inboxes.
  • Helpdesk: Gorgias, HelpScout, Zendesk, Intercom (via API / webhooks).
  • Data sources: Shopify / Woo / Magento orders, subscription tools, CRM, shipping apps.
  • Channel plan: Start with email + helpdesk, later extend to WhatsApp, SMS, and chat widgets.
Gmail / Workspace Gorgias HelpScout Zendesk
Inputs & outputs
Inputs we need from you
  • Access to your support inbox / helpdesk sandbox.
  • Current macros, policy docs (refunds, reships, warranties, regional rules).
  • Examples of “10/10” tickets you’re proud of (tone + decision-making).
  • List of tickets that must never be automated (chargebacks, legal, etc.).
  • Preferred escalation tags or views (VIP, urgent, wholesale, B2B).
Outputs you get every cycle
  • AI-drafted replies ready for 1-click send in your existing tools.
  • Tagging, routing, and notes to keep agents focused on decisions, not typing.
  • Backlog + response time stats so you can see the lift vs. baseline.
  • Policy & macro suggestions based on tickets that keep recurring.
  • Audit logs showing what AURA drafted vs. what your team actually sent.
Want your inbox to move faster without losing your brand voice?
We’ll wire Inbox Reply Assistant into your existing tools so your team gets AI-drafted, policy-aware replies they can approve in a click.
Get started with Inbox AI → Browse other systems ↓

This is part of the AURA Ecommerce OS: you can run Inbox Reply Assistant on its own, or connect it to your order tracking, RMA, and review systems so customers get consistent answers everywhere.