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AI customer service that knows when to ask you.
Your product gets a real inbox. Every email wakes an agent that reads the thread, answers what it can answer truthfully, and holds anything risky for you to approve.
A customer email waiting for approval
The drafted reply, the evidence behind it, and Approve or Reject.
What AI customer service should mean
AI customer service is software that reads and answers customer messages. The danger is an agent that sounds sure while making things up: a feature you do not have, a refund you did not offer, a date you never set.
So the agent here answers from what your product actually does, says when it is still checking, and asks you before anything that carries risk.
How the agents do it. Step by step, on a schedule.
A real address
Each product gets an inbox on its own domain once DNS verifies, or a relay address until then. Mail sends with its own reputation.
Mail wakes the agent
An inbound message starts the triage job bound to that address. Replies wake the same thread, so a conversation stays with one handler.
Answer or hold
Set the inbox to hold agent replies for approval, send and notify you, or send automatically. You can edit before anything goes.
Hand bugs to engineering
A defect goes to the incident job with the customer’s words attached.
What you get. Small things that add up.
Human in the loop by risk
Approve, reject or edit held replies. Loosen it as trust builds.
Grounded answers
The agent checks the product before claiming a capability, price or timeline.
Loop brakes
Auto-responders and mail between your own inboxes never wake a job.
Every decision recorded
Why a message woke a job, or did not, is written down.
What it will not do. On purpose.
- It will not promise refunds, prices or dates it cannot find evidence for.
- It does not send from a domain that has not passed verification.
- Chat widgets and phone are not part of this. It is email.
Questions
Do I need a new email provider?
No. OpenHelm Mail gives each product an inbox. Point your support address at it or forward to it.
Can I see every reply before it is sent?
Yes. Set the inbox to hold agent mail and nothing goes out until you approve it.
What if a customer replies to the agent?
The reply wakes the same job with the whole thread, so it carries on from where it left off.
Give your product a team that never clocks off.
Start free in the browser, or run it on your Mac with your own Claude Code or Codex plan.