Customer support
Most tools try to get you out of the conversation.
That's backwards. The refund, the apology, the exception: that's the relationship. You should be there. The same question for the fortieth time is just typing. You shouldn't.
Someone paid you. Then something went wrong, or they got stuck, or they just need a yes. They write in. What they want is a person who gets it.
The refund you decide to give. The apology when you shipped a bug. The "yes, I'll make an exception." Those aren't chores. That's the relationship.
You can't do that if you don't know who they are, what they bought, or what they wrote last time.
The inbox is for that
Plan, charges, and past threads sit above the conversation. You see the person before you type. You reply as yourself. They talk to you.
You, with the context to stay present. Not a bot in front of you.
Stop typing the same answers
"Do you ship to Canada?" for the 40th time. You know the answer cold. You still have to type it out. That's just typing.
If you've already answered it, Suggested replies puts that answer in the composer. Send or skip. Your words.
A 40-message thread. The summary sits above the composer so you can skim. Then you still hit send.
Everyone else puts a bot on the simple questions. Click 1 of 4. Start over. We don't. You stay in the conversation.
Six rules
- 01
The inbox works with zero AI.
- 02
It proposes. You approve.
- 03
AI points you at people, never away.
- 04
Every AI-touched reply is labelled.
- 05
Angry, novel, high-stakes stay with you.
- 06
The customer can always reach a person.
Those rules are the default. You can go rogue. Connect Claude, Codex, or Cursor, grant it reply, and it can run the inbox. That's you, not us.
Even then, the reply is labelled. Sent by Claude on behalf of you. The customer can tell.