Product

Sophie

An AI agent that handles your customer-service inbox end-to-end. Built specifically for fashion DTC and ecommerce — not a generic chatbot.

How she works

Sophie sits between your support inbox and your operational systems — Gmail, Shopify, Airtable. When an email comes in, she:

• Identifies the sender and the order, even if the email comes from a different address than the order.
• Pulls live order, fulfillment, and refund status from Shopify.
• Classifies the request — return, refund, sizing, shipping, complaint, escalation.
• Drafts the reply in your brand voice using your policy.
• Sends it. Logs it. Updates state.

Sophie's negotiation philosophy

Returns are expensive — return shipping, restocking, lost retail value on out-of-season pieces. Customers don't always want a return; they want a fair outcome.

Sophie offers "keep the item, get a partial refund" on a ladder — 15%, 25%, 35%, 45%, 55%, 65%. Most customers accept somewhere in the middle. Three benefits:

• The item stays out of return shipping hell.
• The customer gets cash back faster.
• Chargeback risk drops because a happy customer with a refund doesn’t dispute.

For threats — chargeback, legal action, regulatory body — Sophie switches into a separate Recovery flow with tighter latitude and higher offers, designed to close the case before it leaves the inbox.

What she will NOT do

• Send any email outside your configured inbox.
• Issue refunds, charges, or any money-movement action — those stay your team’s call.
• Modify inventory or order data on Shopify.
• Take customer-facing actions on channels other than email — no SMS, no chat, no DMs unless explicitly added.
• Disclose customer data to third parties.

What we operate

• The Sophie scenario (Make.com or equivalent) — running 24/7.
• Monthly health audits and quarterly conversation-quality reviews.
• A rollback path for every change we apply.
• P0 incident response within 4 business hours.

Pricing

Pricing is sized to your inbox volume and the categories Sophie covers. Get in touch for a tailored proposal.