Does InboxPilot reply to customers on its own?

Only if you turn that on. Drafts wait in Gmail or Outlook for approval by default. On Growth and above you can let routine replies send on their own and keep review for refunds, complaints and anything legal.

Where do the answers come from?

From what you connect: policies and FAQs, your website, past replies, uploaded documents and tools such as Shopify, Stripe, Notion and Pipedrive. When the answer isn't in any of them, the email goes to a person.

Which emails should stay with a person?

Complaints, large refunds, legal or safety issues and anything from an upset customer. Routing rules send those to a named teammate, and they get there sooner because routine email no longer buries them.

Customer service email, answered from your own data

Drafts every support reply in Gmail or Outlook from your policies, orders and past replies. You review and send.

Gmail Outlook

Priya Nair9:41 AM

Wrong size, can I exchange?

I ordered the medium (order #7731) but it runs small. Can I swap it for a large, and do I pay shipping again?

Looked up

Order #7731: medium, delivered Monday
Returns policy: free exchanges within 30 days

From:hello@fieldworkgoods.comCc Bcc

Re: Wrong size, can I exchange?

Hi Priya,

Yes, we can swap the medium for a large on order #7731. Exchanges are free within 30 days, so there's nothing to pay.

Send the medium back using the steps on our returns page. The large ships the day the carrier scans the return.

LeoFieldwork Goods

Drafted by InboxPilot, waiting for youSend

Answers what support gets asked, returns, orders and how-tos

Can I swap the medium for a large?

Yes, exchanges are free within 30 days. Here's how to send it back.

InboxPilot

Returns and exchanges

Checks the order against your returns policy, then gives the steps.

Has my order shipped yet?

Yes, it left on Tuesday and arrives Friday. Tracking is below.

InboxPilot

Order questions

Finds the order in Shopify and replies with its status.

Does the case fit the iPhone 15?

Yes, it fits every iPhone from the 12 onward.

InboxPilot

Product questions

Answers from your help docs, website and past replies.

Build a workflow once, it runs on every email after

Write what should happen in one sentence. InboxPilot turns it into steps that run on every matching email.

Your instruction

“When a customer asks to exchange or return an item, check the order and the returns policy, draft the reply with the return steps, and label the thread Returns.”

When

Incoming email recognised as a return or exchange request

Checks

AI matches the message to the order and checks the returns policy

Then

Draft a reply with the exchange terms and the return steps
Apply the Returns label for reporting
Escalate to a person when the order is outside the window or the customer is upset

From inbox to approved reply, in four steps

Connect the inbox

The Gmail or Outlook address your customers write to.

Add what you answer from

Policies, FAQs, your website, past replies, Shopify or Notion.

Sorted and drafted

Each email is labeled by request type and gets a specific draft.

Approve, or auto-send

Keep review for refunds and complaints. Auto-send the rest on Growth and up.

Customer service email questions, answered

Software that reads each customer email, works out what it asks and drafts a reply from the company's own information: orders, policies, product details and past replies. The useful kind waits for a person to approve and hands what it shouldn't answer to a teammate.

Every reply, drafted from your data.

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