Every inbound — DM, chat, email, review reply — lands beside the catalog line, the finish note, the return window that actually answers it. The rep sends a specialist reply without leaving the inbox.
“Is the walnut oil finish still food-safe?”
Cited wood_catalog.md. Spec confirmed in 4 min.
“Return window on an already-shipped order?”
Shipping_returns.md quoted. Prepaid label queued.
“Will this bowl hold up outdoors in humidity?”
Care-and-storage note pulled from faq.md.
“Grain variation on the 3-pack — is that normal?”
Catalog clause cited. Merchant's explainer attached.
“Shipping to Alaska — is there a surcharge?”
Zone rule pulled. Correct rate quoted in-thread.
A senior rep digs through the PDF catalog to confirm whether the walnut oil finish is still food-safe after the latest supplier swap — the reply goes out three hours late, once they're back from lunch.
The draft cites the current finish spec from the catalog doc, confirms food-safe, and offers the grain-variation video the merchant already has on file — ready for the rep to send in one click.
An agent copy-pastes a generic 14-day policy, misses that the buyer's zone qualifies for prepaid returns, and the thread pings the ops lead to untangle the refund math.
The draft quotes the merchant's own returns policy — correct zone, correct window, the right remedy — and offers to queue the prepaid label before the buyer asks twice.
"Does this work outdoors in high humidity?" lands for the fourth time this week, and a different rep answers it four different ways before anyone checks the FAQ.
The draft pulls the exact line from the merchant's FAQ, adds the care-and-storage note, and stays in the merchant's voice — same answer, every shift, no escalation.
Every citation here points at a real file in the tenant. The same pages your senior rep opens when a question hits.
Hey Maya, all good on those three.
The walnut 3-pack ships from our Tel Aviv workshop to Haifa in 2–4 business days.
Finish is food-safe: mineral oil + beeswax, no chemical sealant.
Returns are on us for 30 days if the grain isn't a match. No two bowls come out alike, so we plan for that.
Want me to queue the order, or send you a short grain-variation video first?
Every inbound is tagged by intent, channel, and urgency before a rep opens it — pre-sale, order status, returns, reviews, partnerships. Monday backlogs sort themselves.
The catalog line, the shipping zone, the return policy, the care note — retrieved and cited beside the thread, so the rep is reading the same page the specialist would have opened.
A draft written in the merchant's voice, grounded in the merchant's docs, with citations the rep can verify in one click before sending.
Who you sell to, how many channels you run, and one thing your best rep knows that the rest of the team doesn't. We'll reply with a walkthrough grounded in your actual docs — not a generic demo.
Every e-commerce thread is a little different. We'll walk through yours, on your docs, on the access call.