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Support inbox Your team, with the whole story on one screen

Requests, AI chat hand-offs and replies by email land in one shared inbox, right beside the customer's orders, products and claims. AI drafts a reply from your documents; your team reads it, makes it theirs and sends it. A person always decides.

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MCMarlow CoffeeOwner · Growth
InboxUrgency
Unread 2Has claimMine
Sam Patel2m

#1047 · Steam wand sputters, descale light flashing

Urgent
Priya Shah18m

#1046 · Water tank leaks underneath

Claim 1042
Tom Becker1h

#1045 · Where's my replacement steam wand?

From AI chat
Ana Lima3h

#1044 · Is the M1 drip tray compatible with…

Steam wand sputters, descale light flashing

Urgent#1047 · M2 Espresso Machine
SS
Since descaling my M2 last week the steam wand only sputters, and the descale light is still flashing. I've run two rinse cycles already.
wand.jpg
AI draft · FriendlyHigh confidence

Hi Sam, sorry about the sputtering! After a descale, loosened scale can block the steam wand tip. Unscrew the tip, soak it in hot water with a little descaler for 10 minutes, then run a steam purge.

M2 User Manual · p. 34 Descaling guideUse this draft
ReplyInternal note
Write a reply… type / for saved repliesSend

A closer look

Support inbox, feature by feature

The customer beside the ticket

Who they are and what they own, without leaving the conversation.

SS

Sam Smith

sam.smith@dmail.com · 14:32 local time

Verified3 orders

2

Products

1

Claims

3

Requests

TimelineProductsOrdersAI chats
  1. Opened request #10472m ago
  2. Claim 1042 set to ProcessingYesterday
  3. Registered M2 Espresso Machine · SN M2-4821312 Mar
  4. Order #4471 imported9 Mar

  1. Verified, and how many orders

    A customer who signed up with the email they ordered with is marked Verified, with their order count from your imports.

  2. Products, claims, requests

    The counts, each opening the list. Products come with their cover, claims with their parcels.

  3. Every tab a team member needs

    Timeline, products, orders, claims, AI chats, files and, if you've switched them on, signals.

  4. A timeline of everything

    Requests opened, claims moved, products registered, orders imported, in one list with times.

Replying in seconds

The reply box, with a saved reply chosen by typing a slash.

ReplyInternal note Reply due in 42 min
Saved replies · /wand
Steam wand sputtering after a descale
Clearing a blocked wand, step by step

Hi Sam, sorry about the sputtering. After a descale, loosened scale can block the steam wand tip on the M2 Espresso Machine. Unscrew the tip, soak it in hot water with a little descaler for 10 minutes, then run a steam purge. I've attached the guide.

Steam wand guide · step 3

Ask AI to change…Send and set PendingSend

  1. A deadline in working hours

    First-reply targets per priority, counting only the hours you set. Amber in the last quarter.

  2. Saved replies, found with a slash

    Type / and the first letters. A saved reply can also set the ticket's status and tags.

  3. Placeholders filled in

    The customer's name, their product, the ticket number and your own first name, from the record.

  4. Ask AI to change it

    Shorter, warmer, in another language. The draft changes; sending stays with your team.

  5. Send and set Pending

    One click sends the reply and hands the turn to the customer. Their next message wakes the ticket.

Customers reply from their own email

They answer the email you sent, and the answer lands on the same ticket.

Steam wand sputters, descale light flashing#1047 · Sam Patel
DR
Hi Sam, soak the tip in hot water with a little descaler for 10 minutes, then run a steam purge. Let me know how it goes.
Emailed to sam.patel@example.com
SP
Sam PatelSent by email9 min ago
That did it, the steam is back at full strength. Thank you! Here's the wand after.
wand-after.jpg

Their reply reopened the ticket Open

  1. Answered from their inbox

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  2. One subject, one thread

    Every email for a request carries its own reply address and one subject with the request number, so mail apps keep the whole conversation together.

  3. Only the new words

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  4. Photos and files come along

    Pictures, short videos and PDFs go through the same checks as the help center's form. Anything that doesn't pass is skipped and named.

  5. The ticket wakes up

    A reply reopens the ticket or ends its snooze, so it comes back to your team's turn. Automated mail is ignored.

Questions about support inbox

Where do tickets come from?

From Messages on your help center, from the chat bubble, and from an AI chat the customer handed over to a person. Your team can also start one from a customer's profile. Every ticket is tied to a signed-in customer.

Do customers reply by email?

Yes. Every email a request sends carries its own reply address, so a customer can answer from their inbox and the reply is added to the request, marked Sent by email, with any photos. It only counts when it comes from the address on their account and their mail provider vouches for it; anything else is not added, and the customer gets a note. They can always reply from your help center too, with their claims and products beside the thread. Team members reply from the inbox.

Can AI reply on its own?

No. AI only drafts, a person on your team edits and sends. The only things AI writes by itself are a subject line for a new request and, if you switch it on, the parts it reads from a claim's description, marked as AI.

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