Inside the return window
Night 60 and she can't get used to it. How do we process the return?
The steps, in the order your policy lists them: what to ask the customer for, who picks it up and when the refund goes out.
For customer support
AI for customer support that drafts the reply
Most AI for customer support is a bot that chats with your customers: a bubble on your site or a voice on the phone. Flipa isn't that, and it never speaks to a customer. It works one step earlier, with the people on your support team: someone pastes in the message, gets a reply written from your policies with the source attached, then reads it and sends it.
The example is Northfield Sleep Co., a made-up online mattress shop in Milwaukee with three people in support. If you sell online, see Flipa for ecommerce as well. One thing to know up front: the app's interface is in Spanish today. The drafts come out in the language you write in.
A real reply
Two hard messages: past the return window, and a complaint
This is what AI reply drafts for support look like when the answer is no. In both cases Flipa writes what your policies allow and nothing more. What isn't written down, it doesn't promise.
- The text for the customer comes in a box with a “Copy” button.
- Underneath, the documents it checked. Each one opens.
- Ask it to promise something your rules don't allow and it tells you what clashes and offers what does fit.
Karen wants to return her mattress. It was delivered 118 days ago
The trial is 100 nights from delivery, so she's 18 days past the return window. What still applies is the warranty against manufacturing defects. Here's the reply:
Hi Karen, thanks for writing. Your 100-night trial ended on the 3rd, so we're not able to process a return or a refund. If you notice any defect in the mattress, tell us: your warranty still covers you.
Trial and return policy.pdfWarranty.pdf
Who answers
A helper for customer support agents, already built
A word about the word “agent.” Your support agents are people, and they stay the ones who reply. In Flipa, an agent is the helper they ask. Four come built in, and one is called “Customer support.” It takes the request when it's that kind of work, and if you'd rather choose, there's a “Who answers” selector. That's AI for customer support agents in the literal sense: for them, not in their place. For cases that are very much your own, you can create your own agents by explaining the job.
- At the foot of each answer you can read the name of the agent that wrote it.
- One agent per answer, never two at once.
- There's also a starting point for building a “Customer support drafts” agent. It's in testing: what has real mileage today is the built-in one.
Try it here
And when it doesn't know? It says so, logs it and counts it
A question with no answer is a document you're missing. Flipa doesn't cover it up with a pleasant sentence: it logs it by topic, so you know which one to write first. That's how an AI knowledge base for support teams fills in over time. Play the customer three times.
A Northfield customer writes
Click a question and see what Flipa tells your team.
What the account admin sees
Asked and didn’t know
Nothing logged yet.
Shipping zones and delivery times1 time
OpenThe note, written up clean
We ship to all 50 states. Orders to Alaska and Hawaii take 7 to 10 business days, at no extra charge. We don’t ship to Puerto Rico or other US territories for now.
Start with the first question.
What the account admin sees
Asked and didn’t know
Shipping zones and delivery times2 times
Resolved- Two customers ask whether you ship to Hawaii and how long delivery to Honolulu takes. Flipa can’t find it in the documents: it says so and logs it as a single topic, with the count.
- The admin clicks “Tell it,” explains it and saves the note: “We ship to all 50 states. Orders to Alaska and Hawaii take 7 to 10 business days, at no extra charge. We don’t ship to Puerto Rico or other US territories for now.”
- The next time someone asks, Flipa answers and shows the note as its source.
Case by case
The four drawers of any support inbox
In each one, two messages of the kind Northfield gets, and what Flipa hands back to the team.
A warranty claim in year three
He says one side is sagging. Is that a warranty claim?
It answers with what the warranty document says and what to ask the customer for. If that case isn't in there, it says so instead of deciding.
How long it takes
How many days for a queen to get to Des Moines?
The delivery time you have in writing for that area. Careful: Flipa can't see orders or tracking. It knows the rule, not where the truck is.
The old mattress
Do you haul away the old one when you deliver the new one?
If haul-away is in your shipping policy, the reply includes it. If it isn't, it gets logged as an open topic.
The one-star review
“Three calls and nobody can tell me anything about my refund”
Paste the review and out comes a response in your tone, with no boilerplate excuses. You post it. There's more in review responses.
The third email, angry now
It's her third email and she's threatening a chargeback
A draft that owns what happened and says what comes next, without promising what the document doesn't allow. We go further in email replies.
Which one fits
Side sleeper, around 200 pounds. Which one do I recommend?
It compares the spec sheets you've uploaded for each model and writes the recommendation with their firmness and size details.
With the manual in front of it
The adjustable base won't go up. What do I tell him to try?
If the manual is uploaded as a PDF or a Word file, it pulls the steps from there. Nobody on the team has to know them by heart.
What it is and what it isn't
It helps your team reply. It doesn't reply for them
AI for customer service comes in two families: tools that talk with the customer, and tools that help whoever is replying. Flipa belongs to the second.
| What you're after | Does Flipa do it? | Where it stands today |
|---|---|---|
| Draft the reply to a customer | Yes | A draft with its source. A person sends it |
| Log what it's asked and doesn't know | Yes | By topic, with how often it comes up |
| Get the whole team starting from the same place | Yes | Everyone asks the same documents |
| A chat on your site that talks with visitors | No | Flipa talks with your team, not with your customers |
| Handle text messages or social DMs | No | There's no connection to any messaging service |
| Send the reply | No | You copy it and send it from your email or help desk |
| Look things up in your help desk | In testing | Intercom is listed under integrations, not yet tried with a real account |
If a public-facing chat is what you came for, here's what a chatbot is and how it differs from this.
Frequently asked questions
Questions from whoever runs the support team
What's the best AI for customer support at a small company?
It depends on what hurts. If you want a bot handling customer conversations with nobody in the loop, Flipa isn't that. If the trouble is three people answering the same question three ways, each hunting for the exact policy, then yes: it drafts the reply from your documents and shows where it came from.
Does Flipa reply directly to my customers?
No. It writes the draft for your team, and a person reads it, touches it up if needed and sends it. Flipa doesn't send emails or messages.
Can I put Flipa on my website as a chat?
No. It has no chat window for visitors and doesn't handle messaging. It's used inside the company, on a web page or in a Chrome side panel that's in testing.
How do I keep it from promising a customer something we don't offer?
By writing down what can't be said: it's one of the five must-have topics Flipa asks you for. With that in place, if a request clashes with your rules, it warns you and proposes something else. We tested this on purpose: an agent was ordered to promise refunds and didn't. Even so, the last read belongs to a person.
Does it work for tech support with product manuals?
Yes, if the manuals are PDFs, Word files or scans. Two limits: it searches by words, not by meaning, so ask using the manual's own terms; and it doesn't read video or the drawings inside a slide deck.
Keep reading
Review responses
Paste the review and get a response that sounds like your shop.
Email replies
From the customer's message to the draft, with your policies in view.
Ecommerce
Shipping, returns and product pages for a store that sells online.
Agents
How to create your own: explain the job and try it before you save it.
Three things, and none of them is a bot talking to your customers
- The draft arrives with its source
- Someone on your team sends it
- What's missing gets logged and counted