Give your AI agent the information behind a useful reply.
Bring your customer emails, business knowledge and response guidance into one support platform.
- Customer emailGmail, Outlook, any IMAP mailbox
- Order detailsWooCommerce, Shopify soon
- Business knowledgePolicies, procedures, FAQs
- TemplatesYour wording for common replies
- Tone and rulesYour instructions
Write replies faster
Spend less time on the emails you answer every day.
AI email assistance
Spend less time composing answers to recurring questions. Your agent uses your business information and instructions to help produce relevant replies, in English or French, following your customer’s language.
Response templates
Keep familiar replies consistent. Create reusable wording and structures for common situations, including the details customers need and the way you prefer to communicate them.
Ground every answer
Answers come from your policies and your store, not guesswork.
Business knowledge
Give your agent a reference for how your business works. Add policies, procedures, service details and answers to common questions from web pages, PDFs, Word documents or pasted text. Novandle also points out the gaps in your policies.
Connections to your store
Make relevant customer information available when a reply is prepared. With your store connected, your agent can use the details of an order, its shipping status and your products. We handle the integration and confirm which connections are available for your business.
Stay in charge
You decide how your agent sounds and what it knows.
Instructions and tone
Guide how your agent represents your company. Set your preferred tone and the business rules that should shape its responses, and choose which emails it may send on its own.
Knowledge updates
Keep your agent’s reference information current. Add missing details when new questions arise, and update policies or service information as your business evolves.
Run your support desk
Everything your team needs around the AI, in one place.
Cancel and refund orders
Cancel or refund an order right from the ticket. Nothing runs until an admin approves it, and your agent can propose a cancellation itself.
A safety check on every draft
A second AI pass reviews each draft before it reaches you or your customer.
Try it before it sends
In shadow mode, see which emails your agent would have answered on its own, without sending anything.
Reply rules and automations
Route emails by topic, sentiment, language or order status, follow up on unanswered tickets, and set the hours and limits for automatic replies.
A shared inbox for your team
Assign tickets to people or teams, leave internal notes, snooze, set priorities, save views, and see when a teammate is on the same ticket.
Satisfaction surveys and reports
Ask customers to rate each reply, compare AI and team answers, and track first response time, resolution time and the share your agent resolved. Get a daily or weekly digest.
Connected to the tools you already use.
We handle the setup and confirm which connections fit your business.
Your store
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Available
WooCommerce
Orders, shipping and tracking, plus products, sale prices and discount codes. Cancel and refund with your approval.
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Coming soon
Shopify
Order status, shipping and tracking, so a reply to “where is my order?” contains the real answer. Cancel and refund with your approval.
Your inbox
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Available
Gmail
Customer emails arrive in Novandle, and replies go out from your own address.
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Available
Outlook
Microsoft 365 and Outlook.com inboxes.
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Available
Other email providers
Any mailbox that supports IMAP and SMTP.
How Novandle uses your Gmail data
When you connect a Gmail inbox, Novandle reads the customer emails in it so they appear in your helpdesk and your agent can prepare replies. It sends the replies you approve, or the ones your reply rules allow, from your address.
We use this data only to provide these features to you. We don’t sell it, we don’t use it for advertising, and we don’t use it to train general AI models. You can disconnect your inbox at any time.
Novandle’s use and transfer of information received from Google APIs to any other app will adhere to the Google API Services User Data Policy, including the Limited Use requirements. Read our privacy policy for details.
Explore the features that fit your workflow.
Show us how you handle customer emails and which systems your team uses. We’ll walk you through how Novandle can support that work.