AI Email Assistant for Customer Support Teams
ReadandReply reads each support ticket, finds the right answer from your knowledge base, and drafts the reply in your team's voice. Your agents skim, edit and send — handling 3x the volume without burning out.
Why this works
Customer support email is the same five questions, asked a thousand different ways. 'How do I reset my password?' 'Where's my order?' 'Can I get a refund?' 'How do I cancel?' Even the best support agents end up copy-pasting from internal docs and tweaking the wording — twenty, fifty, a hundred times a day.
ReadandReply reads the incoming ticket, identifies what the customer actually needs (not just what they literally said), looks up the right answer from your knowledge base or help docs, and drafts a reply in your team's voice. The agent reviews, tweaks if needed, and sends. The result: faster first response times, much lower agent fatigue, and customers who feel like they got a real answer — not a canned one.
Crucially, the AI is honest about what it doesn't know. When a ticket is outside what your knowledge base covers, or when the customer is upset, the draft is explicitly flagged for a human to write from scratch.
What it does for you
Drafted replies, never auto-sent unless you choose. You stay in control of every email.
Pulls from your knowledge base
Trained on your help docs, FAQs, refund policy, shipping terms — drafts cite the right source so customers get the correct answer.
Detects sentiment
Spots upset customers, complaints, and escalations — flags them for a human reply rather than drafting one.
Multi-language
Recognises which language the customer wrote in and drafts a reply in the same language with the same warmth.
Handles common categories
Refunds, password resets, order status, billing — the long tail of repeatable questions becomes a glance-and-send job.
Suggests macros
When the same question gets asked dozens of times, the AI suggests turning it into a templated macro and adding it to your help docs.
Privacy & PII
Redacts and never stores credit card numbers, full account passwords or other sensitive data the customer might paste in.
What this looks like day-to-day
It's 9am on a Monday. The queue has 87 tickets from the weekend. Three agents log in to find 78 of them already drafted, sorted by urgency, with the 9 needing a real human response at the top of the list. The team clears the queue by lunch.
A customer writes in furious about a delivery being two days late. ReadandReply detects the anger, doesn't draft an autopilot reply, and routes it straight to a senior agent with a one-line context summary — and the customer gets a personal response from someone who can actually do something.
A French-speaking customer asks about returns in French. ReadandReply drafts a reply in French — same tone, same policy, no translation step. The customer feels seen, not fobbed off with a Google-translated form letter.
Where the time goes
A typical support agent handles 30-50 tickets per day. ReadandReply takes the routine middle out of that workload:
- Repeatable replies: 60-80% of tickets become a 30-second skim-and-approve.
- Lookup time: the AI surfaces the right policy or doc, so agents stop bouncing between tabs.
- Triage: drafted-and-sorted means agents only spend brainpower on tickets that actually need it.
- Result: typical ROI for a 5-agent team is the equivalent of 1-2 extra agents, without the cost.
Frequently asked questions
Will customers know they got an AI-drafted reply?
Only if you tell them. Because the draft is reviewed and sent by a human agent, the customer experience feels indistinguishable from a 'real' reply — because, fundamentally, it is one. Some teams add a small disclosure for transparency.
Does it integrate with Help Scout, Zendesk, Front?
Yes — ReadandReply reads from the underlying email and writes drafts back to the same ticket. Integrations exist for Help Scout, Zendesk, Front, Freshdesk, and Intercom email.
What about complaints or escalations?
The AI is trained to recognise sentiment (anger, frustration, urgency) and refuses to draft a reply to escalated tickets — instead flagging them for a senior agent with a context summary. This is a deliberate design choice: AI should not handle the conversations that matter most.
Can it learn our specific tone?
Yes. It analyses your last 1,000 sent replies during onboarding and learns the team's collective tone — your sign-offs, your formality, your apology patterns, even how you handle awkward situations. New drafts match.
Is customer data safe?
Yes. Your data is processed in line with GDPR. Customer messages and replies stay in your inbox — ReadandReply does not store ticket content, and we never use it to train third-party AI.
How much for a support team?
Most support teams use the Pro plan (£79/month per seat) which includes the knowledge-base integration and multi-language. Larger teams move to Enterprise with SSO, audit logs and SLA. 14-day free trial.
Try ReadandReply free for 14 days
No credit card. Works with Gmail and Outlook. Setup takes about 5 minutes.
Start free trial