Helpdesk
Your customers' conversations – from the chat on your site and from your support email – in one queue, each conversation bound to the customer record. The agent answering a ticket sees who they're talking to: lifetime value, orders, segment, and every previous conversation.
You'll find it under Customers → Helpdesk.
Where conversations come from
Site chat. When Support chat is enabled on your Website SDK, the on-site messenger gets a Support tab. Visitors write to you there – anonymously, or as an identified customer if they've logged in on your site. Replies you send from the Helpdesk appear in their chat within seconds.
Email. Every Helpdesk has an inbound address
(support-…@inbound.theaicmo.com). Anything sent or forwarded there
becomes a conversation. Three ways to connect your real support address,
all under Setup → Integrations → Support inbox:
- Forwarding – add your support address and forward it to the inbound address at your mail provider. Replies you send go out from your address whenever your sending setup allows, and customer replies come back into the Helpdesk automatically.
- Hosted support address – the complete setup. Delegate one unused
subdomain (for example
help.yourbrand.com), add the DNS records shown, and the address works in both directions: customers write to it and replies come from it. Your existing company email is never touched. - Connect via IMAP – your mail runs on your own servers? Provide IMAP credentials; the connection is tested live before anything is saved, credentials are stored encrypted, and only mail arriving after the connection is read. New mail lands in the Helpdesk within a minute.
The Replies send from setting controls the outgoing identity: Auto uses your own address or verified domain whenever possible and the platform address otherwise – customer replies always find their way back to the Helpdesk either way.
Working the queue
The left pane is the queue: search, status filters (Open, Pending, Resolved), priority and tag filters, and Mine for conversations assigned to you. Conversations that need a reply are marked; unread ones carry a dot; a red upset marker appears when a conversation's tone turns negative.
The middle pane is the thread. Reply to the customer, or Add note for teammates – notes are internal and never reach the customer. Canned replies save answers you type often; Save as canned adds the current draft to the list.
The right rail is the conversation's state: status, assignee, priority, tags, the channel and start time, the customer's identity level (verified, claimed, or anonymous), the conversation's language and tone, and – once resolved and rated – the CSAT score.
The customer card
Under the rail, the Customer card shows who you're talking to: lifetime spend, order count, segment, and last purchase, pulled from your connected data. Previous conversations with the same customer are one click away.
When a high-value customer's tone turns negative, the card raises a banner – and Grant a promo lists your active promos for a one-click gesture. Grants respect suppression: a self-excluded or blacklisted identity never receives one, and the outcome lands in the thread as a note either way.
AI in three modes
Each conversation has an AI setting in the rail:
- Observe – the AI does nothing on its own. Click Suggest reply and a draft appears in your composer to edit and send.
- Draft – every incoming message arrives with an AI draft already waiting in the thread. Click the draft to load it into the composer, edit, and send. Nothing is ever sent without you.
- Auto – the AI answers on its own, inside strict limits. It only answers what it can ground in your saved replies or the conversation itself – it never guesses business facts like opening hours or prices. Sensitive requests (self-exclusion, disputes, legal language, a customer asking for a human), anything it isn't confident about, and every conversation after three automatic replies escalate to a person – with an internal note explaining why, high priority, and a draft already waiting.
Suggestions and automatic replies match the customer's language.
Ratings
When a conversation is resolved, the customer is asked to rate it 1–5 – inline in the site chat (in their language), or by email with one-click rating links. One ask per conversation, ever. Scores appear in the rail and flow into your warehouse alongside spend and lifecycle data.
Support seats
Invite teammates with the Support role (Organization → Team). A support seat sees only the Helpdesk – no campaigns, data, or settings – which makes it safe to staff the queue without opening the rest of your workspace.