Help for Nemma

An overview of the four setup steps, what each one does, and what can safely wait.

Create a small app in your own Shopify, give it the right permissions, and connect it to Nemma in 3-4 minutes.

Forward your support address to your unique Nemma address, and fetch Gmail's confirmation code directly in setup.

Connect the shop's Facebook page so Messenger and Instagram messages land as cases in the Inbox - and get to grips with the 24-hour rule and what cannot be sent yet.

Nemma has a sender address ready from the start, so you can send replies without touching DNS - and the customer's reply lands in the same case automatically.

Invite colleagues, and decide who may refund, cancel and edit Skills. By default only the owner can.

Bring old cases from Zendesk or Gorgias into Nemma as a read-only archive you can search - without any customers getting emails, and without the AI touching them.

Get an overview of the list, the tabs and the statuses - and what Nemma has already done before you open a case.

Read the draft, edit it if needed, and send - your edits decide when a category is ready for Auto-send.

Nemma can suggest changes to an order, but on Draft it only carries them out once you have ticked them and pressed send - and the reply only goes out if the change succeeds.

Some cases Nemma passes on to you instead of replying itself - here is what triggers it, and what you do.

Save the replies you use again and again, and insert them into a reply with one click - with the customer's first name and the shop's name filled in.

Choose whether and how often Nemma emails you a summary of new drafts, escalated cases and problems.

See all cases, orders and notes about one customer in one place, and write notes for colleagues that the customer and the AI never see.

If the customer writes from a different email than the one the order was placed with, you can confirm the order in the case - then the AI may use it, but never sends the reply itself.

Search cases, customers, settings and shortcuts from one place, wherever you are in Nemma - press Cmd+K or Ctrl+K.

You have 15 seconds to undo a sent reply, and by email you can attach images, PDFs and text files to your reply.

Choose a period and a view in Insights, understand the figures (and that time saved is an estimate), and download the category table as CSV for Excel.

Every customer email gets a category, and every category has a skill that decides what the AI may promise. Create your own categories and fill in the skills, so the replies become yours.

For each category you decide whether the AI writes, whether the reply waits for you, or whether it is sent automatically - and you can pause all automation with one click.

See who wrote what in a skill, restore an earlier version, and try out a change on a real case before you trust it.

Tell new customers when you will reply, with one standing out-of-office reply outside business hours and during holidays - and get to grips with when it is sent and when it is not.

Nemma only gives out order data when the email comes from the order's own email address - that is why the AI sometimes asks the customer for the order number, email and postcode.

Two things need extra access in Shopify - here is how to see what the AI may do, and how to give your app the rest.