Start with the answers you trust.
Connect your support knowledge so Aura can use it when helping customers.
Aura
AI assistance that follows your rules.
Aura helps with customer replies using your support knowledge. Set its instructions, choose what it can do, and decide when your team should take over.
Available through private access
“How long do I have to return an item?”
Support knowledge
Returns policy · 30-day return window
Team instructions
Policy exceptions go to the team
Draft for review
You can return an unused item within 30 days. I can help you find the next step.
Your team reviews before sending
From policyto a reviewed reply.
Give Aura a current source for the question it is helping answer.
Choose an assisted mode when your team should check the reply before it reaches a customer.
Define the cases that need a person instead of another AI answer.
Support knowledge01 — 03
Start with the returns policy.
Unused items can be returned within 30 days. The support team confirms the return details.
- Source
- Example returns policy
- Request
- Return an unused item
- Review
- Check that the policy applies
Interactive example. Sample content.
Choose how much Aura can do.
Set its behaviour, allowed actions, and review requirements to match your support process.
Keep a person in reach.
Define when a conversation needs human attention and let your team handle the next step.
Reply style
Set the tone and instructions for replies.
Permitted actions
Choose Aura’s mode and allowed actions.
Human review
Define the questions and exceptions that need a person.
Aura review rules
“How long do I have to return an unused item?”
- Support knowledgeReturns policy
Unused items · 30-day return window
- Team instructionTeam reviews exceptions
Do not make exceptions to the returns policy.
Within the rules
Aura can use this policy.
Aura’s configured mode determines whether it drafts for review or replies.
Start with your support process.
We’ll help you plan a setup around your team, channels, and common questions.
- 01
Add your guidance
Bring current policies and common support questions.
- 02
Set permissions
Choose its mode, allowed actions, and review requirements.
- 03
Test example questions
Review the replies and adjust your instructions.
Common questions.
Does Aura have to reply automatically?
No. You can choose its mode and permitted actions. Start with the level of assistance that suits your team’s review process.
Can we give Aura our own instructions?
Yes. Set how it responds, what it may do, and when it should pass a conversation to your team.
Is Aura a separate support inbox?
No. Aura works with Replofy Helpdesk. Your team manages conversations in Helpdesk and configures Aura in AI settings.
See how Replofy fits your team.
Tell us how you handle support and what you want to improve.
Request access