Hi there,
My standing desk arrived yesterday and one of the hinges is cracked, so the top won't lock level. Photo attached. Can you send a replacement part?
JPGhinge-damage.jpg1.8 MBAlways on email support agent
Your AI email support agent reads the whole thread, not just the latest reply, answers on brand from your own sources, and keeps the inbox moving overnight in 80+ languages.
Hi Marcus, sorry the desk arrived like that. I can see the cracked hinge in your photo, so a replacement hinge kit ships today at no cost and arrives Thursday. No need to send anything back.
Northwind Support, powered by Guzli
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Return for order #48627
Can I still return the desk lamp from order #48627?
Yes, Marcus. Order #48627 was delivered 9 days ago, inside the 30 day return window. 1 I've created your return and emailed a free prepaid label. 2
Sources2
1Return policyHelp center · updated 2 Sep
2Order #48627Shopify · delivered 27 Sep
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Frequently asked questions
You decide. Turn on the AI note in the email settings and every reply ends with a short line such as "This reply was written by our AI assistant." The display name and signature are yours, so the email still reads as coming from your support team.
Replies go back into the same thread, so the customer's mail app shows one conversation. When the customer answers again, the agent reads the earlier messages in that thread before it writes, instead of starting from the latest line.
The agent reads PDFs, images, CSV and plain-text files that arrive with an email, up to 10 files per message, and can quote what it finds, such as an order number on an invoice or the damage in a photo.
Yes. Keep your existing support mailbox in Microsoft 365, Outlook or Gmail and forward it to your agent's address. The setup screen links the forwarding steps for Gmail and Outlook.
Automatic mail such as out-of-office replies, delivery notices and auto-acknowledgements is turned away before the agent reads it. Newsletters and bulk mail are recognised and skipped without a reply, so credits go to emails a person actually wrote.
Three steps in the dashboard: choose the address customers write to, send yourself a test email, then turn email on. Forwarding an existing inbox takes a couple of minutes.
Email replies use the message credits that come with your plan; there is no separate email fee. Compare credit allowances on the pricing page at /pricing/.
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