See what Sophie is worth to you.
Move the sliders to match your store. We’ll show what Sophie puts back on your books — refund margin she keeps by negotiating returns into keep-it partials, plus the support labour she handles 24/7 — and email you the breakdown.
support labour Sophie takes off your team
Sophie.
An AI agent that handles a customer-service inbox end to end. Built for e-commerce — not a generic chatbot. Sophie is where Coldsilver started, and she’s still the clearest demonstration of how we think automation should behave: in the open.
Read. Investigate. Resolve.
Sophie sits between your support inbox and your operational systems — email, storefront, payment platforms, operational database. When an email comes in, she:
- Identifies the sender and the order — even from a different address, and even when it takes real investigation across systems.
- Pulls live order, fulfillment, refund and payment status — from the store and the payment platform behind it, because the two don’t always agree.
- Classifies the request — return, refund, sizing, shipping, complaint, escalation.
- Resolves it in your brand voice using your policy — reply sent, action executed, state updated, everything logged.
- Remembers verified facts safely — once a customer-order link is proven, she doesn’t make you prove it again.
Keep the item. Take a partial refund.
Returns are expensive — shipping, restocking, lost retail value on out-of-season pieces. Customers don’t always want a return; they want a fair outcome. Sophie offers a keep-item ladder — 15% through 65% — and most customers accept in the middle.
- The item stays out of return-shipping hell.
- The customer gets cash back faster.
- Chargeback risk drops — a happy customer with a refund doesn’t dispute.
For threats — chargeback, legal action, a 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.
Two postures. You choose. You can change your mind.
She drafts the reply and the action; a human approves. The right starting point for every deployment — trust is earned a category at a time.
She issues the refund, mints the store credit, cancels the order — with pre-flight checks against the real processor, idempotency so nothing happens twice, exact-amount rails, owner verification before money moves, and a full audit trail.
Regardless of posture, Sophie will never act outside your configured channels, move money beyond your caps and rails, disclose customer data to third parties, or do anything without leaving a log line you can read.
- The Sophie deployment itself — running 24/7.
- Monthly health audits and conversation-quality reviews.
- A rollback path for every change we apply.
- Incident response with root-cause analysis when something goes wrong — and something always eventually does; the difference is whether you hear it from the logs or from a customer.
- Lost parcels and not-received claims that need a real carrier investigation.
- Suspected fraud and disputed identity.
- Anything outside Sophie’s defined scope, or any genuine judgment call.
- Pre-shipment order changes that touch fulfillment.
Sized to your inbox.
Pricing is sized to your volume and the categories Sophie covers. We’ll walk you through a real, anonymized thread on a 15-minute call.