Every email answered — before you've even read it.
Melissa reads every inbound message, classifies it against your templates, drafts replies in your business's voice, and auto-sends the safe ones — escalating anything risky to you. Your inbox clears itself.
Auto-triage
Inbound mail, sorted and scored
Every email is classified, risk-scored, and ranked by severity — urgent disputes float to the top, routine date changes drop to the bottom. Bounces and spam are filtered out automatically. You see the open-work queue, not the noise.
- Severity ranking: urgent / high / medium / low from risk score
- Category tags: bank dispute, escalated refund, order update…
- Order + customer context attached to every thread
- Inbox / Drafts / Sent / Spam — always a clean queue
Marcus Williams
urgentBilling issue — charged twice
Your system charged my card twice for order #PO-438…
Sarah Chen
highWhere is my refund? Order #PO-442
I requested a refund on June 20th but haven't heard…
Jessica Park
mediumRefund confirmation needed
I was told my refund for #PO-441 would be processed…
Lisa Morales
lowChange delivery date for #PO-440
I need to change the delivery date from July 5th to…
Melissa drafted 3 replies
Hi Sarah, I'm so sorry your refund slipped through the cracks. I'm processing your $185.50 refund right now — you'll see it in 1–2 business days. I've also added a $50 credit for the trouble.
Hi Sarah, here's exactly what's happening: 1) Order #PO-442 is verified eligible. 2) Refund processed today, ref #REF-8842. 3) Your bank shows credit in 1–2 days.
Hi Sarah, I hear your frustration — damaged flowers and then silence. That's on us. I'm making your refund the top priority right now and it's being issued immediately.
Drafts in your voice
Three ready replies, one click to send
For each message Melissa writes three drafts — apologetic, procedural, and de-escalating — using the right template for the situation. Pick one, tweak it, send. Or let her auto-send the safe ones.
- 3 distinct drafts per email, editable inline
- Right template auto-picked (refund_issued, order_status…)
- Reply-from identity selector (cs@, support@…)
- Tone matched to the customer's sentiment
Sarah Chen <sarah.chen@email.com>
to support@floristhouse.com
Where is my refund? Order #PO-442
“I placed an order on June 15th for a wedding arrangement and the flowers arrived damaged. I requested a refund on June 20th but haven't heard anything since.”
Melissa's reply
consultant modeHi Sarah, I'm so sorry your refund slipped through the cracks. I'm processing your $185.50 refund right now — you'll see it in 1–2 business days. I've also added a $50 credit for the trouble.
Guardrails
Auto-send what's safe, escalate what's not
Low-risk replies send themselves in SYSTEM mode. Anything sensitive — a bank dispute, a legal threat, a high-value refund — drops into CONSULTANT mode for your eyes first. One-click refunds run through the same guard-railed gate as every other channel.
- SYSTEM mode auto-sends; CONSULTANT mode waits for you
- One-click refunds with auto-cap (≤ $250) + fraud checks
- Never auto-sends on legal threats or disputes
- Full audit trail of every reply and refund
SYSTEM mode
Safe replies auto-send in seconds.
CONSULTANT mode
Risky mail waits for your eyes.
Change delivery date · #PO-440
Update order detailsTracking for my order? · #PO-435
Order statusWhere is my refund? · #PO-442
Escalated refundCharged twice — calling my bank
Bank disputeMelissa never auto-sends on legal threats, disputes, or high-value refunds.
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