Answer common questions the moment they arrive
Describe the questions customers ask most and write your answer once. The assistant recognizes them in context and replies right away, using the customer's real order details.
“Where is my order?” should not wait in a queue. Automatic replies handle the questions you answer every day, so your team can spend time on the ones that need a person.
- Topics in plain words. Describe what the customer is asking in one sentence, like “The customer asks where their order is or when it will arrive.” No keyword rules to maintain.
- Understands context. The assistant reads the customer’s first messages and matches the meaning, not exact phrases.
- Answers with real data. Use variables like the customer’s first name, order number, order status and order status link. If the order can’t be found, nothing is sent and the conversation waits for your team.
- Never in the way. Each topic answers once per conversation and never after a teammate has replied. Turn any topic on or off at any time.
- Safe for guests. Order details are never shared with storefront chat visitors who are not signed in.
- See what it does. Every automatic reply is labeled in the conversation, and each topic shows how many replies it has sent.
More of Ferry Desk
- Email and chat in one shared inboxEvery customer email and storefront chat becomes a conversation your whole team can see, assign and resolve from the Shopify admin.
- Every conversation becomes a task on one boardSwitch the inbox to a board and see all support work in one screen, from new to done, with who owns each conversation and how long the customer has waited.
- Live chat that looks like your storeAdd a chat bubble to your Online Store theme with an app embed, styled from the theme editor with no code.
- Refund, cancel and add tracking without leaving the threadAttach the order a customer is writing about, then act on it from the order panel beside the conversation.
- Saved replies, suggested at the right momentKeep your best answers as saved replies with customer and order variables, and let Ferry Desk suggest the right one as each new message comes in.
- Reply time SLAs your team can see at a glanceSet how long a customer can wait before a conversation needs attention, is in danger or is critical. Waiting times change color across the inbox and board as each threshold passes.
- Drafts, priorities and answers that read the roomOptional AI help that drafts replies in your tones, flags urgent messages and suggests tags, while your team stays in control.
- Support customers in their languageFerry Desk detects the language of each customer message and translates it into the language your team works in.
- Stay on top of support from anywhere in ShopifyNotifications for mentions, assignments and watched conversations, and a Sidekick that can search and report on your inbox.