Inbox and AI supportOne ticket. Not a restart.

When the team is needed, it continues from the same knowledge the customer has already met. The agent gets the ticket, the material and an AI draft to review. Nothing is sent without approval.

Short answer

Supportifier's inbox gathers tickets from email, form and chat in one place. Every ticket has an owner, a status, labels and a response time according to the SLA you have set. The AI puts forward a draft answer built on the reviewed knowledge base and relevant ticket information, and the agent approves, edits or rewrites. Answers are never sent automatically unless you have enabled it for a limited flow.

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When the team is needed

INTERACTIVE EXAMPLE · No question is sent. No customer data is fetched.

When the team is needed

A ticket. Not a restart.

The agent works from the same knowledge foundation. Relevant ticket information and an AI draft help the team take the question further.

Review the material. Help with what remains.

The same question in all five views:Can I change my delivery address?
The support team's workspaceEXAMPLE DATA
InboxAwaiting an agent
Incoming email · Example

Delivery address change

Context for the team

The customer wants to change the delivery address. For a personal answer the team needs to identify the customer and check order status.

AI support · For review

The address can be changed before the order leaves the warehouse. Check the customer's order status before confirming that the change can be made.

Customer data: needs checking

No address has been changed and no answer has been sent. Handover and available context depend on the flow you roll out.

The same knowledge sourceDelivery address changeRead the source

Delivery terms: The address can be changed before the order leaves the warehouse.

One reviewed rule is used in all five examples. The public help centre shows published content only. Internal instructions and personal customer data are not public.

Different ways in — not five steps the customer has to pass through.

01

Everything needed to answer. In one place.

Tickets from email, form and chat land in the same inbox. The agent sees who owns the ticket, where it stands and how much time remains according to the response time you have set.

Owner and status
Who owns the ticket and where it stands right now: new, in progress, waiting for customer, resolved.
Labels
Topic and flow, so that similar tickets can be followed as a group and the follow-up sees the patterns.
SLA
How much time remains according to the response time you have set. A ticket waiting for the customer is paused.
02

AI drafts that are reviewed. Not answers that are sent.

For every ticket the AI drafts an answer built on the reviewed knowledge, including the internal part the customer does not see. The agent approves, edits or rewrites. The draft is what saves time, and the review is what makes the answer trustworthy.

Built on your knowledge
The draft takes the rule from the knowledge base and customer data from your systems when a connection exists. If order status has not been checked, the draft says so.
Approved answers improve the suggestions
What agents approve is used to improve the suggestions within your own account. That learning happens only there, never in the provider's model.
Automation when you decide
A flow can go from reviewed drafts to automatic answers once you have grounds for it, within the scope and with the controls you have decided on.
03

Connected to your email.

The inbox can be connected to the mailboxes you choose. Incoming email becomes tickets, and replies are sent from your own address. Email is never deleted permanently. Which permissions are requested is stated in the privacy policy.

04

Input for staffing. Not a schedule.

The follow-up shows tickets in, median response time, waiting tickets and share within SLA, and separates AI-assisted answers where a person stood behind them from tickets resolved automatically within approved flows. The questions without answers become the list of what the knowledge base lacks.

05

Common questions

Does the AI send answers automatically?

Not by default. The AI proposes an answer that an agent reviews and approves before it goes out. Automatic handling is used only in flows you have explicitly enabled, within the scope and with the controls you have decided on.

What are the draft answers based on?

On your reviewed knowledge base, including internal instructions the customer does not see, on the content of the ticket and on customer data from your systems when a connection exists. The draft states what has been checked and what has not, for example whether order status needs checking.

Which channels land in the inbox?

Email from the mailboxes you connect, tickets from the AI form and chats that were handed over or sent as tickets outside opening hours. The customer portal shows the customer's side of the same ticket.

Can we keep our current helpdesk?

We do not have to assume you replace it. The existing helpdesk can be an information source with channels and ticket history. We go through your channels first and then decide what can stay.

How are response time and SLA measured?

You set the response time per flow. The inbox shows how much time remains per ticket and the follow-up shows median first response time and share answered within SLA. Tickets waiting for the customer are paused.

Next step

Start from your everyday work.

Tell us which question takes time today. We go through what a first step could look like.

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A clear first step beats a big promise.

See how the knowledge work, the review and the first channel fit together.

How the rollout works

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