Saved replies, suggested at the right moment
Keep 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.
- Write it once. Save answers for returns, sizing, customs, warranty claims and anything else you explain often.
- Variables fill themselves in. Use placeholders like
{{customer.first_name}}and{{order.name}}, and Ferry Desk fills them from the conversation and its attached order when you insert the reply. - Suggested for you. When a new message arrives, Ferry Desk reads it and suggests the saved replies that fit, right above the composer. One click inserts it, and you can still edit before sending.
- Find any answer fast. Search the picker from the composer, or add a new saved reply without leaving the conversation.
- Formatting included. Saved replies keep bold text, lists and links, and insert at the cursor.
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.
- Answer common questions the moment they arriveDescribe 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.
- 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.