AI help desk for customer emails and texts
Customer emails to your info@ address and texts to your business number get answered from your own information, on the topics you approve. The rest go to the right person with a summary.
Free process analysis, with your solution design within 2 business days.
From a customer’s question to an answer or a person.
- 1
Customers email or text you as usual.
Emails to your customer address, such as info@, and texts to your business number land in one list. Your own mailbox and your website chat stay separate.
- 2
It finds each answer in your information.
Each question is matched to a topic you approved. The answer comes from your documents, price lists and past replies, or from your job, booking or invoicing software where it lets outside apps connect, with a note of where it came from.
- 3
It answers, or drafts for your approval.
You set each topic to answer, draft for approval or hand off. Every topic starts as a draft until you say otherwise. Each AI reply says it comes from your AI assistant and how to reach a person, and text replies include a way to opt out by replying STOP.
- 4
Everything else goes to a person.
Discounts, refunds, unhappy customers, prices that aren't on your list and questions with no source are set to go to a person. The right person gets the message with a short summary and a draft to edit.
What changes for you.
Routine questions get answered without you.
Once you clear a topic, questions about hours, prices, services or what happens next get answered from the documents and past replies you approve.
Customers hear where their job stands.
Replies can check your job, booking or invoicing software for a visit time or what's still owed, where it lets outside apps read it.
You decide what it may say.
Each topic gets an answer, a draft for your approval or a person, and you see the source behind every answer.
Hard conversations stay with people.
Refunds, discounts and unhappy customers are set to go to the right person with a summary and a draft.
How we build yours.
- Explain.
Tell us how customer emails and texts get answered today, by voice or text.
- Map.
We map where messages arrive, which questions repeat, where the answers live and who handles what.
- Design.
We design the topic rules, the replies, the AI label and the handoffs to your team.
- Build.
Approve the design, and we build it on your customer address and business number, connected to your job, booking or invoicing software where it allows it.
Questions.
Doesn't my help desk or email app already do this?
Sometimes. Some help desk and phone apps have AI that answers customers, and the email apps we checked suggest drafts, though we didn't find one that answers on its own. If yours can answer your questions, your solution design says to turn it on, and we build nothing or only the lookup it's missing. We build when you want email and texts in one list, answers from your own job or invoicing software and your own rule for each topic.
Will customers know they're talking to AI?
Yes. Every reply the AI sends says it comes from your business's AI assistant and tells the customer how to reach a person. California and Maine, for example, bar businesses from using a bot that misleads customers into thinking it's a person, unless it says it's a bot. So every reply carries the label, wherever your customers are.
What if it doesn't know the answer?
Then it doesn't answer. Each reply has to come from a passage in your documents or a record in your software, and it keeps a note of which one. With no source, the message goes to the right person with a summary and a draft. Refunds, discounts, prices that aren't on your list and unhappy customers are set to go to a person, not the AI.
Do I have to change my email or phone provider?
Usually not. If your customer address can forward mail, it forwards a copy of each email to us, and replies go out from your own domain. So the sending address has to be on a domain you own, and a free @gmail.com address can't be the sender. Texts work on your current number when your phone system allows it, though a Google Voice number would have to move.
Who gets text replies?
Only customers who texted you first, so it never starts a text conversation. Replies stay about the question, with no offers, and a reply of STOP opts the customer out. US carriers require businesses that text through software from ordinary 10-digit numbers to register, which is called A2P 10DLC. We handle the registration as part of the setup.
What do I need to have?
Your customer email address set to forward to us, plus access to your domain settings so replies can go out from it. Your texting number and phone system, or agreement to text from a new number. Your documents, price lists, policies and a few past replies you're happy with, plus which topics it may answer, which it drafts and who handles each handoff. Read access to the job, booking or invoicing software the replies should check, and your written agreement that we may read customer messages to support and fix the system.
Where is my data kept?
Your information is kept in a database set up only for your business, never shared with another client's.
What does an AI help desk cost?
The price depends on what we build, and your solution design includes a fixed price for the build. Nothing starts until you decide to go ahead, and the process analysis and solution design are free. Running costs such as texting, AI usage and hosting are covered by a monthly plan sized to your business and expected usage. Optional support is separate, and your solution design lays out both before you decide.
Get a free solution design for one process.
Tell us how you answer customer emails and texts today, and get your solution design within 2 business days.
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