Hi, my order #4821 arrived but the linen jacket is too small. What’s your return policy?
AI email agents that resolve the whole thread
Built for ecommerce teams: an AI agent that reads the full conversation, replies in your brand voice and fixes the order in the same email. When a person needs to decide, the right teammate gets the thread with everything attached.
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Powering support for growing teams
AI email agent
Every reply sounds like your team and knows the order
Neo, ThriveDesk’s AI agent, answers customer email at any hour. It writes in your voice, follows long threads, looks things up in your store and brings in a teammate when a person should decide. The same agent answers your live chat, so a customer who emails after chatting gets the same answer.
Your tone, length and sign-off
Set the tone of voice, answer length, greeting and signature once. Every reply follows them, whether Neo sends it or drafts it for your team.
Follows long threads
Neo reads the whole thread, earlier emails and the customer’s orders, so a three-question email gets three answers and nobody is asked for an order number twice.
Connected to your inbox and store
Connect Gmail, Outlook or your own domain, then Shopify or WooCommerce. Neo checks orders and tracking while it writes, and your team sees the same details next to every email.
Hands off with the whole story
When an email needs a person, Neo assigns the right teammate and leaves a private note: what the customer wants, what it checked and what it didn’t promise.
When your team writes the reply
Neo helps your teammates in the same threads it hands them.
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A draft in every thread
Open an email and a reply is already drafted from your help center and the order. Edit it, or send it as it is.
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Long threads in a few lines
A summary at the top says what happened, what was promised and what’s still open.
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Read in yours, reply in theirs
Read any message in your own language and send the reply back in the customer’s.
For ecommerce
Email wasn’t designed for customer service
A regular inbox is built for one person reading their own mail, and it can’t tell you who’s writing or what they ordered. In ThriveDesk, Neo and your team work the same queue. Every email shows the customer’s orders and past conversations, and rules take care of sorting, routing and follow-ups.
01 — Order actions
Fix the order in the same thread.
Edit an order, refund it or cancel it from the ticket. The order sits right next to the email.
02 — AI answers
Neo answers the everyday questions.
Neo answers questions about care, returns and delivery from your help center and saved replies, and passes anything else to your team.
03 — Follow-ups
Nobody has to remember the follow-up.
Schedule a reply for later, or send it only if the customer hasn’t answered. Snoozed threads come back to the queue by themselves.
04 — Human in the loop
Neo knows when to hand over.
When a request needs a person, Neo leaves a private note with the details and assigns the right teammate.
05 — Results
Fewer emails reach your team.
Neo answers the routine email itself, which leaves your team the refunds, damaged orders and upset customers.
- resolved by Neo without an agent
- 65%
- languages handled automatically
- 50+
- fewer emails with self-service
- up to 30%
- setup to first AI reply
- 20 min
The inbox
The email basics, built for a team
Everyone works one shared inbox and can see who’s handling what.
Collision detection
See when a teammate is already replying, so a customer never gets two different answers.
Private notes and @mentions
Ask a teammate inside the thread. They can answer the mention straight from their own email.
Assignment
Hand a conversation to a person or a group yourself, or let a rule do it when the email arrives.
Merge and split
Merge duplicate threads from the same customer. Split one off when a reply turns into a second question.
Saved replies
Type / to drop in an answer with the customer’s name, order ID or tracking link already filled in.
Schedule and undo send
Write a reply now and send it tomorrow morning, or take it back for up to 30 seconds after sending.
Snooze
Put a thread away until a set time. It comes back to the queue on its own.
CC, BCC and attachments
Keep a colleague or partner on the thread. Files stay in the conversation with previews.
Block rules and spam
Block senders by address, domain or pattern, and keep junk out of the queue your team works.
Automation
Sort the inbox before anyone opens it
Build rules without code. Match on the sender, subject, message text, tags or the address an email came in on, then tag it, assign it, add a note or send an auto-reply.
- Auto-replies outside business hours
- AI tagging and priority on new email
- No auto-replies sent to no-reply addresses
Compare
Why stores move their email support to ThriveDesk
A traditional help desk turns every email into a ticket and waits for someone to pick it up. ThriveDesk’s AI agent works the email with your team, so customers hear back in seconds and your team only handles what needs a person.
| Feature | Recommended ThriveDesk AI agent + your team | Traditional help desk Zendesk, Freshdesk | Manual agents Human-operated inbox |
|---|---|---|---|
| Email support | |||
| Setup time | Under 20 minutes | Days to weeks | Varies |
| First reply | Seconds, any hour | Hours to days | Hours |
| 24/7 coverage | Yes, Neo never logs off | Only with night shifts | Only with night shifts |
| Languages | 50+, automatic | Manual routing or translation | Whoever is on shift |
| Classify, prioritize and label | Yes, on arrival | Rules you build and maintain | By hand |
| Human handoff | Yes, with a private note | Yes | Native |
| Customer history beside each email | Yes, orders and past emails | Often a paid app | Separate tabs |
| Ecommerce | |||
| Edit, refund or cancel orders | Yes, from the ticket | Paid app, if one exists | In the store admin |
| Order details in every email | Yes, next to the thread | Often a paid app | Looked up by hand |
| Saved replies with order and tracking details | Yes, filled in for you | Placeholders, no order data | Copy and paste |
| Follow-ups when the customer goes quiet | Yes, scheduled replies | Separate automation setup | Manual reminders |
| One inbox for each store | Yes, one per brand | Often extra cost | Separate logins |
Setup
Live in three steps
Works with Gmail, Outlook and email on your own domain, and with the store you already run.
- 01
Connect your inbox
Connect support@, returns@ or whichever address your customers email, whether it lives in Gmail, Outlook or on your own domain.
- 02
Connect your store
Connect the store you sell from, and each email shows the customer’s orders next to it.
- 03
Reply from your own address
Your team answers inside ThriveDesk, and customers get the reply from the address they wrote to. If you run more than one store, give each its own inbox.
Gmail and Google Workspace
Outlook and Microsoft 365
Any address on your own domain
Results
What stores get from AI support
Numbers from stores that use Neo, ThriveDesk’s AI agent.
- total conversations handled
- 5.5M+
- in revenue from AI interactions
- $1.4M+
- the average ecommerce conversion rate
- 10–15x
- AI conversion rate
- 40.8%
Testimonials
“ ThriveDesk is really easy to use while being super effective. I can say without a doubt that ThriveDesk is the best live chat software for small businesses. ”
“ The ThriveDesk team truly exceeded expectations with their exceptional work on integrating SureCart. Their dedication resulted in a powerful integration that surpassed all our requirements. ”
“ As our business and list of clients grew, user classification data became vital for us. We needed to serve our premium customers first to keep our business running. ”
“ At some point, we were paying top dollar yet not all our support requirements were being met. After some digging, we found ThriveDesk. ”
“ I love ThriveDesk so much. It’s easy to use and user friendly — the best choice for anyone who wants to modernize a classic support system and get live chat built in. ”
Muslims Day
“ The performance of ThriveDesk is very good, and it’s intuitive. I just tried the AI chatbot — add a few knowledge base articles and it’s answering mostly correctly. ”
What is AI email support?
It’s an AI agent that reads each customer email as it arrives, works out what the customer wants, answers the routine questions and passes the rest to your team. In ThriveDesk that agent is Neo, and it works inside the same shared inbox as your people.
How long does it take to set up ThriveDesk email AI?
Most stores are live in under 20 minutes. Connect your support address, connect your store, and Neo starts working on new email right away.
What happens when an email needs a human?
Neo leaves a private note on the thread with the order, the customer’s history and what it already tried, then assigns the right teammate. Your teammate replies in the same thread with all of that in front of them.
What email providers does ThriveDesk connect to?
Gmail, Google Workspace, Outlook, Microsoft 365 and email on your own domain all work.
What plan includes email AI?
Email comes with every plan. The pricing page shows which Neo AI features are included on each one.
Can ThriveDesk take actions inside my store through email?
Yes. Connect your store and each conversation shows the customer’s orders. Your team can check, edit, refund or cancel an order without leaving the email, and Neo uses the same order details to answer order questions and brief whoever takes over.
Can Neo reply in my customer’s language?
Yes. Neo reads and replies in more than 50 languages, so a customer who writes in Spanish or German gets an answer in Spanish or German.
What happens to replies to my marketing emails?
If your campaigns use a reply-to address you’ve connected, customer replies land in ThriveDesk like any other email. Neo sorts them by intent, answers the product questions and sends anything that needs a person to your team.
How do follow-ups work?
Schedule a reply for a set time, or have it go out only if the customer hasn’t answered by then. You can also snooze a thread and it comes back to the queue on its own.
Can we use more than one address?
Yes. Add each address as its own inbox, or add info@ and returns@ as aliases of one inbox. Stores with several brands usually give each brand its own inbox.
Can we bring our old tickets with us?
If you’re moving from another help desk, we’ll move your contacts, tickets and saved replies for you. See the migration page for the tools we support.
What is the best AI email support tool for ecommerce?
It depends on how much you want the AI to do alone. If you want an agent that answers routine email on its own, sees your orders, and hands the rest to your team in the same inbox, ThriveDesk is built for that. Start a free trial and run it on your own support email before you decide.
More channels
Chat and messages land in the same inbox
Chat widget Add live chat to your site and pick up visitor questions next to your email. Phone & SMS Bring voicemails from your phone provider into the same inbox as your email and chat. WhatsApp Coming soon Reply to WhatsApp messages from ThriveDesk alongside your email and chat. Messenger Coming soon Answer Facebook Messenger conversations from the shared inbox.
