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CRM

Customer Service: your AI support desk

An AI support desk that drafts or auto-sends replies to your customers across email and website chat, grounded in your own answers.

Customer Service handles incoming customer questions for you. It reads each message, drafts a reply grounded in your own answers and documents, and either holds it for your approval or sends it on its own. It works across email and website chat, all from one place in your CRM.

What it does

  • Watches your support channels and writes a reply to each incoming message.
  • Draws on your knowledge and model answers, so replies sound like you and stay accurate.
  • Lets you choose how much control you keep: review every reply, let it answer only the routine requests you pick, or let confident replies send automatically.
  • Flags the sensitive situations you switch on (an upset customer, a refund request, and more) and emails you when one comes up.

Open Customer Service in your CRM. You will find three tabs:

  • Queue: where drafted replies wait for you.
  • Settings: where you set your reply mode, flag scenarios, saved reply templates, signature, and knowledge.
  • Accounts: where you connect your support inbox and website chat.

Set it up

  1. Connect your channels. On the Accounts tab, add a dedicated support email and a website chat widget. See Connect your support channels.
  2. Give it your answers. On the Settings tab, add model answers, upload reference documents, pull in documents from your Knowledge Base, or point it at your FAQ page. See Build your support knowledge library.
  3. Choose how replies go out. Also on Settings, pick a reply mode and set which situations to flag for review. See Reply modes and flag scenarios.
  4. Work the queue. Approve, edit, or dismiss drafted replies, and watch the activity stats. See Review and approve replies.

Until you connect a support inbox, the Queue tab shows a Set up your customer service email button instead of an empty list. It takes you straight to the Accounts tab.

Ask your Chief of Staff

You can also run Customer Service by asking your Chief of Staff in plain language. For example, "What's in my support queue?" or "Flag refund requests for my review." It uses your CRM on your behalf, the same way you would in the app.

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