Use case
Answer customer support with AI, safely
Mojobase answers support with AI under rules you set. Your support address becomes a shared Inbox, every conversation gets a draft written from your published Handbook pages and the customer's history, and the AI replies on its own only for topics you set to Auto. Anything it isn't sure of goes to a person, and every reply is in Activity.
How does Mojobase answer support with AI, step by step?
Point your support address at Customers
Connect support@ in Email Settings → Inboxes and set Who sees it to Everyone in the company. In Customers Settings → Support addresses, switch it to Support. Its mail moves to Customers' Inbox, and replies still go out from support@, in the same thread.
Publish the answers once
Write your shipping, returns and pricing answers as Handbook pages and publish them. They become your public help center, and they're the only thing the support AI answers from.
Every conversation gets a draft
Each new conversation is drafted from the published pages and the customer's own history: their past emails, their company, their next meeting. A person reads it, edits if needed, and sends.
Choose Auto, topic by topic
Let the AI answer simple, safe topics on its own, such as where an order is or how returns work, while refunds and complaints always wait for a person.
Hand over when unsure
If the Handbook doesn't have the answer, or the customer is upset, the AI doesn't guess. It assigns the conversation to a person and it shows in Needs you today.
Every reply on the record
Everything the AI drafted or sent is in Activity, with the pages it used, so you can check its work and improve the Handbook where it was unsure.
What do you say to start it?
- “Draft answers to every open question about delivery times.”
- “Which conversations have waited more than four hours?”
- “Add a Handbook page for our new returns policy and use it from now on.”
- “What did customers ask about most this week that the Handbook doesn't answer?”
Why is AI support risky for a small business?
Because a reply to a customer can't be taken back. An AI that answers from guesswork can promise a refund you don't offer or a delivery date you can't meet, and a small business feels every one of those mistakes. That's why Mojobase's support AI has stricter rules than the rest of its AI: it answers only from what you've published, and it acts alone only where you've said it may.
Which topics should you let the AI answer on its own?
Start with questions that have one right answer written down: where an order is, how returns work, opening hours, what a plan includes. Keep anything that involves money, exceptions or feelings for a person: refunds, complaints, discounts and cancellations. Look at Activity after the first week, then widen Auto one topic at a time.
How does the Handbook make the answers better?
Every gap the AI finds is a page you haven't written yet. When it hands a conversation over because the Handbook didn't say, ask Quick actions which questions came up most without an answer, and write those pages. The help center your customers read and the answers the AI drafts stay the same, because they're the same pages.
Questions people ask
Does the AI reply to customers without anyone checking?
Only for the topics you set to Auto. Everything else is a draft a person sends. Because a reply to a customer can't be undone, Auto is off until you switch it on for a topic.
What does the support AI answer from?
Only from the Handbook pages you've published, plus the customer's own history in Mojobase. If the answer isn't there, it hands the conversation to a person instead of guessing.
Can I keep my support@ address?
Yes. Connect the mailbox in Email Settings → Inboxes, or host support@ on your own domain. Set Who sees it to Everyone in the company, then switch it to Support in Customers Settings → Support addresses. Replies go out from the same address, so customers see no change.
Does AI support cost extra?
Support is part of the per-person price, $39 for the first person and $25 for each after, with AI included. Agents and connected mailboxes are free.