How AI triage works
When a customer email arrives, supportif.ai classifies it into one of several triage categories: a simple question that can be answered directly from your knowledge base and shop data (shipping times, return policy, product availability, order status), a clarification case where important information is missing, or a complex case that needs a human decision — like a refund dispute or a damaged shipment.
- Simple questions are answered automatically and clearly marked as “Answered by AI” in your inbox, so you always see what the AI sent on your behalf.
- Clarification cases are handled by the AI asking the customer directly — for example requesting an order number or a photo of a damaged item — without involving you at all.
- Complex cases automatically receive an acknowledgement email including a ticket number, so your customer knows their request landed safely while you review the AI's analysis and prepared solution.
The confidence threshold — you decide how autonomous the AI is
For every drafted answer, the AI computes a confidence score between 0 and 100. You set a threshold in the settings: only answers above that threshold are sent automatically. Set it to 90 and only rock-solid answers go out on their own; set it to 70 and the AI handles a much larger share of your inbox. Anything below the threshold becomes a ticket with a suggested reply that you approve with one click. You can also switch automation per mailbox between full automation, suggest-only (AI drafts, you send) and off.
Tone settings that sound like you
Robotic support replies hurt your brand. supportif.ai lets you choose how the AI writes:
- Like my previous emails — the AI learns a style guide from your email history and mimics your greetings, phrasing and sign-offs.
- Young & friendly — casual, warm and approachable.
- Short & factual — concise answers without small talk.
- Formal — polite, professional business tone.
There is also a dedicated emoji switch: if emojis don't fit your brand, turn them off completely and the AI will never use one — no matter how cheerful the customer is.
The setup cutoff: old emails are for learning only
One safeguard matters especially in the first days: emails received before you set up supportif.ai are imported exclusively for learning. The AI studies them to understand your products, common questions and your writing style — but it will never automatically reply to a pre-setup email. Only mail that arrives after activation is eligible for automation. That means no awkward answers to three-month-old conversations, guaranteed.