Private support operations

AI support,kept undercontrol.

Replofy brings every customer conversation into one workspace. Aura drafts, checks policy, cites approved sources, and pauses when a human should decide.

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replofy://command-center

Case

Damaged package refund

91% confidenceAura suggestion ready

Case ID: #R-2049
SLA: 42 min left
Sentiment: Frustrated

Customer

Lina Morganlina.m@example.comOrder #A-7821

Issue

Damaged item receivedPhotos attached

Policy checks

Damaged package policy Passed
Return window Passed
Repeat request No

Aura suggests

Offer a replacement under the damaged package policy.

The item arrived damaged and is within the 30-day window. This policy covers one replacement at no extra cost. We'll ship the replacement right away.

Damaged package policy v2.4§ 3.2 Approved source

Next action

Workflow

IntakeUnderstandSuggestApproveResolve

How it works

One clear path from message to resolution.

One connected workflow

Messages, customer context, Aura's draft, approval, and the final action stay together in one flow.Messages do not get lost across tools. Replofy keeps the conversation, customer details, draft reply, approval step, and final action together in one flow. That keeps work easy to follow and helps teams close cases faster.

message to resolution

controlled flow

Stage 01

Capture

Every request arrives with the context needed to understand it.

Intake

Email, chat, WhatsApp, Instagram

Workspace

Customer, order, owner, history

Stage 02

Resolve

Aura prepares the answer and the next useful step in one place.

Aura

Approved knowledge and a grounded draft

Actions

Check, update, reply, or route

Stage 03

Control

People keep authority while every outcome becomes measurable.

Approval

Handoffs, overrides, sensitive work

Signals

Speed, resolution, satisfaction, backlog

Conversation, decision, and outcome stay together.

ContextApprovalActionAudit

One workspace

Your team sees every conversation in one place.

Email, live chat, WhatsApp, Instagram, and social messages come into a fast workspace where ticket status, customer context, draft replies, and handoff controls stay visible together.

One inbox

Email, live chat, WhatsApp, Instagram, and social messages land together.

Customer context

Ticket status, priority, owner, history, and order status stay visible before any reply.

Aura help

Approved replies and next steps sit inside the workflow, not in a separate panel.

Clear handoff

You can see when Aura resolves it, when a person approves it, and when a specialist takes over.

Aura review

Aura helps agents move faster, without losing control.

Aura reads approved help docs, past tickets, and customer details, then drafts a reply or next step the team can review, edit, or send. Sensitive steps stay behind approval.

Grounded on trusted sources

Human approval stays in control

Clear audit trail

See how Aura works

Aura review

Team can review

Trusted sources

Returns policy.pdf

36 references

Ready

Shopify setup guide

Up to date

Live

Past tickets

8,420 threads

Searchable

Internal playbook

Team only

Private

Case summary

How sure91%

Team ruleMatches a trusted source

ActionNeeds approval

EscalationSend to VIP support

Sources visible

Rules in place

Team can override

Next steps

Aura can help the team move a case forward.

When a request needs more than a reply, Replofy can help the team check customer details, look up orders or payments, draft a refund note, and route the case to the right person. The team still reviews the final step.

Approved toolsCustomer recordsOrder checksPayment checksRefund rulesRouting rulesActivity log

Team rules

The team sets the rules before anything is sent.

Managers decide which cases need approval, who can see what, when to escalate, and which help sources Aura can use. Every step stays open for review.

reviewed

Approval needed

Refunds, account changes, policy exceptions, and high-value cases can be sent for review before anything goes out.

reviewed

Access by role

Limit who can see billing details, customer data, routing rules, and support tools.

reviewed

Routing rules

Simple rules can tag urgent cases, assign the right queue, and escalate older tickets.

reviewed

Priority rules

Priority, sentiment, VIP status, and age can help surface cases before they pile up.

reviewed

Approved sources

Approved help docs, PDFs, playbooks, and past tickets define what Aura can use.

reviewed

Activity history

Each source, draft, approval, and human override stays easy to review.

Connected tools

Every channel. Every customer detail. One controlled reply.

Replofy brings messages, customer context, and approved actions into the same support flow, so teams can answer faster without switching tabs or losing control.

Incoming channels

Live chat

Instagram

Facebook DM

Customer context loaded

Customer profileJane Smith

Order #10482Shipped

Payment statusPaid

Recent conversation2h ago

Help article matchReturns & refunds

Controlled actions

Draft reply

Refund preview

Update ticket

Route to team

Write audit log

Approval required

Audit trail

Customer data attached

All actions inspectable

Pilot signals

What a pilot can show.

Up to 70%

of routine tickets

Pilot example

In some pilot setups, approved replies and simple rules may reduce how many repeat questions need manual handling.

About 15 min

to set up a pilot

Launch example

A small launch can cover channels, help articles, and review rules without a full support rebuild.

Under 1s

for source search

Search example

Fast search can help suggestions stay responsive while an agent is working the conversation.

Private access

Bring your support team into the next Replofy group.

Tell us how your team works today. We review each request based on workflow needs, support volume, and current onboarding capacity.

Request private access