Live chat support
A chat on your store, answered by the AI for routine questions and by agents for the rest.
- Answered where it is asked
- One history per customer
- You set the boundary
Services
Email support
Forward your support address; every email is sorted, drafted and answered in your brand’s name.
How AI Active Support solves it
Email support
Forward your support address to NexusHelp. Our agents and the AI answer from one inbox; replies go out in your brand’s name.
The AI sorts each email on arrival and prepares the reply. The rules you set decide who sends it.
Sorted on arrival: Topic, language, mood and order identified for every email.
Drafts with sources: Agents start from a draft that shows what comes from the order, your policy or the customer.
Sent in your name: Replies go out from your brand; automatic ones are signed as your brand’s AI.
Workflow
How it works.
- 01
Forward your address
Your support address forwards to a private inbound address.
- 02
Each email is sorted
The AI identifies the topic, the order and the mood.
- 03
A reply is prepared
Routine emails answered or drafted; sensitive ones go to an agent.
- 04
Quality is checked
Replies are scored for accuracy, policy, tone and resolution.
The customerEmail
Subject: order 5127. Hello, I paid twice for my order this morning, can you check?
The reply
Hello Marc, thank you for flagging this. I can see one paid order, #5127, and a second payment attempt that was declined. Only one payment was taken.
Written with a draft, checked and sent by an agent, with your signature
Behind the scenes
- Email forwarded to AI Active SupportThreaded with earlier emails from the same customer
- AI reads and classifies itPayment issue · French · worried: never answered automatically
- Order and payment status attached#5127 · paid once · one declined attempt
- Draft prepared for the agentEach statement marked with its source
- Agent checks, edits and sendsFrom your support address, in your brand’s voice
AI Verified store data PersonSample data
AI and people
Who does what.
The AI
- Sorting every email by topic, order and mood
- Drafting replies with their sources
- Answering the routine topics you allow
A person
- Every email about money or a problem
- Editing and approving drafts in Copilot mode
- Escalations to your team
In your portal
Everything visible to your team.
Every conversation, every AI decision and its sources, approvals, quality scores and your running bill.
Analytics · support intelligence
Rising problems
- Damaged item
- Shipping delay
- Wrong item
Products behind problems
Glass candle, 300 g Damaged item
Delivery problems by carrier
Carrier A Shipping delay
Illustration with sample data. Real dashboards show your own counts; no customer is identifiable in them.
Features
What is included.
- Forwarding to a private inbound address
- Replies sent in your brand’s name
- Threads kept per customer
- Internal notes between agents
- Saved replies for common answers
- Service levels tracked against your targets
Benefits
What changes for your store.
- Consistent answers
- The same policy and the same tone, whoever replies.
- Nothing falls through
- Every email has an owner and a service-level target.
- Reasons, not just volume
- See which reasons for contact are rising, week by week.
Pricing
Conversations included every month.
AI Support from €49 / month, AI + Human Support from €349 / month, each with a volume of conversations included, then a price per resolved conversation. A conversation reopened within 72 hours is billed once.
Do we have to change our support address?
No. You keep your address and forward it to NexusHelp.
Who signs the replies?
Your brand. Automatic replies are labelled as automatic.
Can we see why the AI drafted what it drafted?
Yes. Each draft marks what comes from verified order data, verified knowledge, the customer or AI inference.
Related services
Book a free demo
Let’s look at your real tickets.
In 30 minutes we go through a sample of your conversations, show which ones the AI could answer and which need a person, and give you a price.