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Features

Everything Reply does, in one quiet inbox.

No modules to buy, no add-ons. Connect a channel and the whole thing is on — the triage, the knowledge, the handovers, and the numbers to prove it worked.

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The work

Five jobs, done before anyone opens the inbox.

1

Triage

Every ticket sorted the moment it lands

Reply tags each conversation by topic, urgency, and intent before anyone opens it, then routes it to the queue that owns it. Your morning starts with a sorted inbox instead of a pile.

  • Topic, sentiment, and intent on arrival
  • Ranked by customer impact, not arrival time
  • Routed to the right queue automatically

2

Knowledge

One source of truth, kept honest

Every answer cites the document behind it. When a policy changes, Reply flags the answers that relied on the old one so nothing quietly goes stale in the background.

  • Cited sources on every reply
  • Stale-answer alerts when a doc changes
  • Gap reports for questions your docs can't answer

3

Escalation

Handovers that don't lose the thread

When Reply steps back, your agent gets the conversation summarised, the order and account already open, and a draft reply to accept or rewrite. No scrolling, no re-reading.

  • Two-line summary and full history
  • Suggested reply, always editable
  • Confidence thresholds you set per queue

4

Reporting

Numbers your finance team will believe

Resolution rate, cost per ticket, and CSAT split by whether a human touched it. Export it, schedule it, or drop it straight into the weekly review.

  • Resolution and deflection by topic
  • CSAT split by human versus Reply
  • Scheduled exports to email or Slack

5

Channels

The same answer wherever they ask

Email, live chat, WhatsApp, and social all land in one inbox and get the same policy applied. Your customers stop getting three different answers to one question.

  • Email, chat, WhatsApp, and social
  • One policy, applied everywhere
  • Full history follows the customer across channels

Handovers

The conversation arrives already read.

When Reply steps back, your agent does not inherit a wall of scrollback. They get the decision — what happened, why it stopped, and who owns it — with the whole thread one click away.

  • A summary and the reason it escalated
  • A draft reply your agent owns, never sent automatically
  • Confidence thresholds set per queue, not per workspace
See how teams use it
Backlit barley bending in the wind at sunset
Handover Below threshold
AL Anika Lubin Order #2847 · third message

What happened

Refund requested nine days outside the returns window. Customer has two prior orders and no previous claims.

Why Reply stopped

Policy exception — needs a person

Confidence

41%

Assigned to ME Maya Ellis Returns queue

Connections

It plugs into the stack you already argue about.

Reply reads the order, the charge, and the account from wherever they live, so an answer can be specific instead of apologetic.

Gmail

Inbox

Two-way sync, threads preserved

Outlook

Inbox

Shared mailboxes and aliases

Slack

Team

Escalations land in your channel

Shopify

Commerce

Orders, refunds, and returns inline

Stripe

Billing

Charges and invoices on the ticket

WhatsApp

Channel

Business API, media supported

Intercom

Migration

Import conversations and macros

Zendesk

Migration

Import tickets and help centre

Notion

Knowledge

Pages sync as sources

Linear

Engineering

File a bug from a ticket

HubSpot

CRM

Contact context on arrival

Zapier

Anything else

Six hundred more, no code

Missing something? Everything here is also available over a documented REST API.

Security

Built to survive your security review.

We have been through enough of them to know what your compliance team is going to ask. The answers are all yes, and the evidence is ready.

Request the SOC 2 report

SOC 2 Type II
Audited annually, report available under NDA. GDPR and CCPA ready on every plan.
Your data stays yours
Never pooled, never used to train a public model. Export or delete everything, any time.
Encrypted end to end
AES-256 at rest, TLS 1.3 in transit, and field-level redaction for card and health data.
Access you control
SSO with SAML or OIDC, role-based permissions, and an audit log of every action.
A summer meadow of cornflowers at golden hour

See it on your own tickets.

Connect one channel and point Reply at your help centre. It will tell you what it could have resolved this week before you commit to anything.

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