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.
Build this system → Back to systems
Support & Alerts
“Where is my order?”, warranty claims, VIPs — AURA drafts replies with the right policy and links before your agents even open the ticket.
Policy-aware replies Inject refund rules, SLAs, and regional exceptions into every answer.
Escalation hints Flags risky tickets where you’ll want a human to step in or approve.
Tagging & routing Auto-tag and forward tickets to the right team (shipping, CX, warehouse).
Macros + AI Blend existing macros with generative drafts instead of replacing them.

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  • Updates patterns when you change terms, SLAs, or offers — so replies don’t drift out of date.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

Who it’s for & where it lives

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 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.

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.