Smarties for customer support
Every request sorted, the reply ready. You send it.
Emails, forms, calls and texts land in one place, sorted by topic and matched to the customer and their order. The agent prepares the reply from your documents; someone on your team signs off.
Nadia Roy
Where is my order? Still nothing
418 555-0142
Voicemail (0:48) · “the tent arrived with a broken pole”
Guillaume Lavoie
Web form · size exchange, boot 10 → 10½
581 555-0197
Text · “what time do you open Saturday?”
What comes in
Every request, in one queue
An email, a voicemail, a text or a form: every request is classified (order, return, billing, complaint), matched to the customer and their order, then prioritized. Complaints and customers in a hurry come up first.
- One customer, one thread Tuesday’s email and Thursday’s call are in the same file.
- Duplicates grouped the customer who writes three times doesn’t open three tickets.
- Morning brief how many requests, which ones are waiting, which ones are late.
Reply prepared for Nadia Roy · order #1847
Re: Where is my order?
Hi Nadia, your order #1847 left on October 17 and Canada Post is delivering it today. Here is the tracking link…
- Shopify order #1847 · shipped Oct 17 · Canada Post
- Tracking out for delivery today
- SharePoint Shipping policy · v4
What goes out
The reply prepared, with what it checked
Before writing, the agent looks up the order, the delivery tracking and the right policy. Your employee sees the draft and its sources side by side, edits if needed and sends. The tone stays yours.
- Sources shown every fact in the reply points to the order or document it came from.
- Corrections remembered what you change in a draft improves the next ones.
- Follow-up proposed if the customer doesn’t answer or the parcel doesn’t arrive, the follow-up shows up in your queue.
Plugged into your support tools
A few examples. Credentials stay in Smarties, never in the agent, and every call to a tool is logged.
SharePoint
Return policies, product sheets, internal procedures: the agent answers from your documents and shows which ones it used.
RingCentral · Twilio
Calls, voicemails and texts transcribed, matched to the right customer and triaged with the emails. A call-back or a text reply proposed.
Shopify
Order, shipping status, tracking and customer history looked up before answering. Returns and refunds prepared, never run on their own.
Gmail · Microsoft 365
The support mailbox triaged by topic. Replies are drafts that leave from your address.
Web forms
Contact, return or quote requests read like an email, with the fields already split out.
Your other tools
CRM, ticketing tool, order system: plugged in at the same place, with the same permissions and the same log.
Your customers talk to your team, not a robot
The agent does the looking up and the writing. The decisions stay with you.
Nothing leaves without a person
Every reply is a draft. You send it as is, fix it, or pick the kinds of requests that may go out on their own.
Money stays in your hands
Refund, credit, discount: the agent prepares the amount and the reason, an authorized person approves.
No made-up answers
If the answer is not in your documents or in the order, the agent says so and hands you the request.
Your rules first
Opening hours, address, shipping times: known answers go out by rule, without AI and without counting toward your plan.
Hosted in Quebec
Your customers’ emails, calls and data stored in Quebec. With the local AI option, processing stays in Quebec too. Law 25: consent, access and retention recorded.
Everything is logged
Who answered what, from which source, approved by whom. Useful for a complaint as much as for training a new hire.
A price based on request volume
- The plan counts AI actions: sorting a request, summarizing a call, drafting a reply
- Rule-based answers and duplicates don’t count
- Unlimited agents, Quebec hosting included, no commitment
How many requests do you get a month?
From 2,000 to 20,000 AI actions a month: compare the plans and find the one that matches your volume.
See plans