How to get started

Setup is a checklist with four steps. You can take them in any order, leave the page along the way and carry on another day under Set up Nemma → Getting started (the first time, right after you sign up, Finish later sits at the top right). At the top you can see how many of the four steps are ready. A step that is in place gets a tick.

The four steps

1. Receive messages from your customers - forward your support address to Nemma. You get a unique Nemma address, which you copy and use to set up forwarding in Gmail, Outlook or your webmail. If you use Gmail, Google sends a confirmation code: it appears automatically on the page in front of you, and you can copy it with one click. The step gets its tick as soon as the first email has arrived. Read more in Get customer emails into Nemma.
2. Connect your shop - so the AI can look up orders and tracking. You create a small app in your own Shopify and paste two keys into Nemma. The guide in the step shows every click, and Nemma fetches a couple of orders straight away so you can see that the connection works. Read more in Connect Shopify.
3. Write your shop's basic rules - return window, shipping and terms. Every category has a template. If you write in your real deadlines and prices, the AI follows them. The Open Skills button takes you there, and the step is in place once you have saved a skill. You can always keep editing under Skills.
4. Review the first draft - see what Nemma would reply before anything is sent. Once the first customer email has come in, Nemma writes a draft that you can open with Open the case and approve, edit or discard. The step is in place once you have decided what to do with a draft.

You can always correct the shop's name from the overview under Name and domain.

What can wait

• Step 2 has a Skip button. Without Shopify, the AI simply cannot look up orders.
• Sender: Nemma sends from a system address that works straight away, and customers' replies land in the same case automatically. You set the name and signature under Settings → Sender - see Who your replies come from. Your own sending domain (for example replies from support@yourshop.com) is an option, not a requirement.
• Categories and automation: Nemma has created a starter set of categories for you, all on Draft, so the AI writes but never sends without you. Later, under Automation, you can create your own categories, choose which categories the AI may reply to on its own (Auto-send), or switch it off for a category (Manual). See Categories and skills.
• Business hours and holidays: if you want to tell new customers when you will reply while you are closed, set up a standing out-of-office reply under Settings → Business hours. See Business hours and holidays.
• Tone - that is, how the AI sounds - is set once for the whole shop under Settings → Tone.
• Messenger and Instagram: if customers write there too, you can connect the shop's Facebook page under Settings → Channels. See Messenger and Instagram.
• The write_order_edits permission in Shopify is recommended but not required to connect. It lets the AI swap an item for a cheaper product and refund the difference.

What really moves the needle is step 1 and step 3: emails that arrive, and ground rules that fit your shop.

Finding your way around

The menu on the left has these items:

• Search at the top - finds cases, customers and settings from one place (also with Cmd+K or Ctrl+K). See Search
• Inbox - your cases. The number next to it is the number of drafts waiting for you
• Customers - all customers with their cases, orders and notes. See Customers
• Insights - figures for cases and the AI's work, with a period and views. See Insights
• Under Set up Nemma: Getting started (this checklist, with a small counter such as 3 of 4), Automation, Skills and Settings. When setup is finished, Getting started is hidden and the group is called Configuration
• Settings opens on an overview with one line per item and its status, for example Not connected or Receiving emails. The items are grouped under Channels (Email, Facebook and Instagram and Microsoft 365), Shop and data (Shopify, Import), Replies (Sender, Tone, Templates, Business hours) and Account (Team, Notifications, Subscription). Each channel has its own page, and the guide to forwarding email is under Email. The list of blocked senders is in the Inbox view Spam
• At the bottom: Ask Nemma, which opens the assistant, and Help, which opens the help centre in a new tab

Under the shop's name at the top of the menu you will see Automation on or Automation paused, depending on whether automation is switched on under Automation.

Finally: go live

At the bottom of the overview you start your 5-day trial (up to 50 AI replies) with Try free for 5 days. The button takes you to Settings → Subscription, where you choose a plan, and your card is only charged after the 5 days. Then the trial moves automatically onto the plan you chose. Once the trial is active, Nemma replies to your customers according to the modes you have chosen.