Customer Service Agent
Read the email, look it up, answer it, and open the RMA, just like your customer service rep.
Works using
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No new system.No integrations.
answered before they pick up the phone ↗
- Ordered36" wire shelving × 4
- Shipped48" wire shelving × 4
- Delivered11/04
- Return window30 days
- Return 48" wire shelving · our pick error0.00
- Reship 36" wire shelving · no charge0.00
- Prepaid return label0.00
Can the driver take the old ones back?
Yes. I've asked the carrier to pick up the 48-inch shelves when they deliver Thursday. Just have them by the door.
- 01Email in
- 02Look up
- 03Answer
- 04RMA
- 05Follow-up
Answered in minutes, not tomorrow
A customer who waits a day calls, then shops around. Your agent answers from your systems in minutes.
- Email waits in the shared inbox
- Customer gets an answer Tomorrow
- Deal lost. The customer called twice, then ordered from someone else.
With your agent✦ Instant- Picked up the moment it lands
- Looked up, answered, logged minutes
- Customer stays. Team handles the hard ones.
Customer service is messy
- Slow replies. Same-day becomes next-day
- Where's my order?. Half the inbox
- Returns by email. RMAs lost in threads
- Reps as typists. Copying from the ERP
An agent that handles the messy parts your way.
- 01Where's my orderAnswered from tracking
- 02ReturnsRMAs by your rules
- 03Invoice copiesSent in seconds
- 04Your voicePolite, plain, specific
- 05Clean hand-offsPeople get the hard ones
Every request, by hand. Agents should!
- ManualAgent Read the email
- ManualAgent Find the customer
- ManualAgent Find the order
- ManualAgent Check tracking
- ManualAgent Check stock
- ManualAgent Write the reply
- ManualAgent Open the RMA
- ManualAgent Log the call
- ManualAgent Follow up
No new system. No integrations.
You're not buying software. You're adding an agent that uses the software you have.
- Your screens It uses your CAD, quoting system and inbox with keyboard, mouse and screen.
- Nothing to connect No API projects, no new software, no data migration. Your systems stay as they are.
- Built by talking Explain your process like you'd train a new hire. It learns by doing a real quote.
- You approve Drawings, prices, discounts, sends. Wherever you want a person, it stops and asks.
- Every run on record Screenshots, values read, prices used and who approved, for every quote.
Hand the whole request to an agent
- Reads the email
- Finds the order
- Checks tracking & stock
- Answers
- You handle exceptions
- Opens the RMA
- Logs the case
- Follows up
Agent does itYou decide
Five steps. One request.
One job, start to finish: Copper Kettle Café, return request, order 51790.
- 01
It reads the request
Status, tracking, return, invoice copy, price question.
NetSuite · Order 51790- Ordered36" wire shelving × 4
- Shipped48" wire shelving × 4
- Delivered11/04
- Return window30 days
Order 51790 · Copper Kettle Café
- 02
It looks it up
Your ERP, the carrier site, the warranty terms.
NetSuite · Stock & RMA rulesItem From Price 36" wire shelving Columbus stock 22 on hand Pick error RMA rule Free return + reship Ship by Thursday Carrier transit 2 days Credit if no reshipOur error: no restocking fee RMA rule Full - 03
It answers
In your words, in the same thread, with the facts.
NetSuite · RMA 7712No. RMA 7712Copper Kettle CaféDraftDescription Qty Unit Amount Return 48" wire shelving · our pick error 4 ea 0.00 Reship 36" wire shelving · no charge 4 ea 0.00 Prepaid return label 1 ea 0.00 Reship 11/07 · arrives 11/09No charge - 04
It opens the RMA
Return authorized by your rules, label sent, case logged.
Outlook · New messageToJen, Copper Kettle Café
SubjectRE: Wrong size shelving on order 51790
Sorry about that, Jen. That was our mistake. The 36-inch shelves ship today and arrive Thursday. The return label for the 48-inch ones is attached; no charge for any of it.
Return label RMA 7712.pdf
Send - 05
It hands off
Anything angry, unusual or outside the rules goes to a person.
Email · Copper Kettle CaféCan the driver take the old ones back?
Yes. I've asked the carrier to pick up the 48-inch shelves when they deliver Thursday. Just have them by the door.
Answered from: RMA 7712, carrier pickup
Customer service: every step
What the agent does, where you decide, and the rules it checks.
you decide every green box
- Email or web form in
- Read request & attachments
- Find customer & order
- Angry or legal?Yes → rep takes over
- Check status, tracking, stock
- Return request?No → answer & log
- Within return rules?No → rep decides
- Open RMA & reship
- Over $1,000?Yes → manager approves
- Rep approves
- Send reply & label
- Log the case
- Follow up on delivery
- Resolved
Agent does it You decide Rule check
Built around how you work
Not a template. Your steps, your rules, your approvals.
- 01
Explain it once
Talk or type, like training a new hire. Hand over your SOP, price book and a few past quotes.
When a request comes in, first check: angry or legal? If not, rep takes over.
Quoting SOP.pdf Price book 2026.xlsx 3 past quotes - 02
Watch it work
It works a real job on your screen. You correct it the way you'd correct a person.
Use the 2026 price book, not last year's.
Got it. Switched to 2026 and re-priced 4 lines.
Read requestDrawingPricing - 03
Save your process
A written procedure and a flowchart. Every run follows the version you approved.
- Read request & attachments
- Find customer & order
- Angry or legal?
- Check status, tracking, stock
- Return request?
- Within return rules?
Change anything. Any time.
Any step, any rule, any approval. Say what changed. Approve the new version.
- Check status, tracking, stock
- Check this customer's historyAdded
- Customer upset?Changed
- Send reply & label
- Rep approvesRepeat customers: skip
- Over $1,000?
Add a step after “Check status, tracking, stock”: check this customer's history and flag anything unusual.
Step added
New rule: Customer upset → rep takes over.
Rule changed
Repeat customers under the limit don't need my approval anymore.
Approval changed
Saved as version 4. You approved it. The next run follows it. The last runs keep the version they ran on.
Your rules. Exactly.
Written once in plain English. Followed every time.
- Customer upset? Rep takes over
- Outside return window? Rep decides
- Credit over $1,000? Manager approves
Never, on any run
- Promise a refund on its own
- Argue with a customer
- Change prices
- Share another customer's data
Approvals, where you want them
It stops and asks you.
What it built, what it checked, what looks off and what it suggests. Approve, edit, reject, or take the wheel.
from your desk or your phone ↘
Reship 36" shelving to Copper Kettle at no charge?
Reships are approved by a rep.
Agent suggests: Approve: our pick errorOne item needs a look. Everything else checked out.
RMA 7712 · Order 51790
Ordered36" × 4
Shipped48" × 4 · pick error
Stock22 on hand
ArrivesThursday 11/09
ChargeNone
Customer pays$0.00
Review notes
- Order confirms 36-inch was ordered
- Pick error on our side
- Within the 30-day window
Your team, before and after
| Today | With your agent | |
|---|---|---|
| First reply | Tomorrow | Minutes |
| Your reps | Looking things up | Helping people |
| Returns | Lost in email | RMA every time |
| Case notes | Sometimes | Every case |
How many hours can you get back?
Your volume, your times, your labor cost. Estimates, not results.
Requests × (minutes today − minutes with the agent) ÷ 60 × hourly cost
These are example assumptions, not results. Example for a distributor's service team: minutes cover reading, looking up, replying and logging. Use your own numbers.
Questions owners ask us
Do we have to buy new software or connect anything?
No. The agent works in the software you already use, with the same screens, keyboard and mouse your team uses, under logins you give it. Nothing to replace and nothing to integrate.
How is the agent built?
You explain the job the way you'd train a new hire: talk or type, and hand over your SOP and a few real examples. Then it does a real one live while you watch and correct it. Your process is saved as a flowchart and a written procedure, and every run follows the version you approved.
Will customers know it's an agent?
That's your choice. Replies go out from your shared inbox in your words. Anything emotional, unusual or outside your rules goes to a person.
Can we change the process later?
Any time. Add a step, change a rule, move an approval or drop one. Tell the agent what changed, review the new flowchart and save it as a new version.
Where does it run, and is it safe?
On your computers, in your signed-in sessions. Logins are kept in a vault and never shown to the AI. Every run is recorded with screenshots, values read and approvals given.
Which requests should we answer first?
Bring a day of your shared inbox.
no new system. no integrations. ↗