From the customer's message to a sent reply.
Nemma reads the customer's message, looks up the order in Shopify, writes a draft and proposes the actions needed. You decide, category by category, how much Nemma may handle on its own.
- 1The message comes inThe customer's email
- 2Nemma sorts itLanguage, category and tone
- 3Nemma looks it upOrder and tracking in your Shopify
- 4The draft is readyYou read, edit and send
- 5Money needs your yesYou approve refunds and exchanges yourself
You decide how much Nemma may do on its own
Each category has its own setting. All of them start with Nemma writing drafts and you sending - you move them yourself once the numbers show it is safe.
Manual
Nemma sorts and looks things up, but writes no draft. You reply yourself. For the categories you do not want AI anywhere near.
Draft
Nemma proposes replies and actions. You read, edit and send. A human always has the final say. This is how every category starts.
Auto-send
The categories you switch on yourself, Nemma handles all the way: lookup, action and reply. Refunds still need your yes. Everything is logged, and one click pauses it all again.
Four things Nemma does for you
Each has its own page with the details - and with what Nemma cannot do.
AI replies
The draft is ready when you open the case. You read, edit and send, and the customer gets a reply in their own language.
Read about AI repliesAuto-send
Let Nemma reply entirely on its own in the categories where you feel confident. With safeguards, numbers and a button that pauses everything.
Read about Auto-sendShopify
Nemma looks up orders, tracking and products in your shop and carries out actions once you have approved them.
Read about ShopifyWhat it looks like from the inside
Decide for each category whether Nemma should write drafts or reply on its own - and follow the numbers that show when it is safe to let it.
What makes the Inbox a working tool
Skills per category
Write your rules for delivery, returns and exchanges in plain language. Nemma replies from them.
Understands and replies in 13 languages
Nemma reads the customer's message in its own language and replies in it - Danish, English, German, French, Spanish and more, 13 languages in all. You can read and write in your own language; Nemma translates both ways.
Team and permissions
Invite colleagues. By default only the owner may refund, cancel and edit Skills.
Insights
See how many cases you get, how quickly they are answered and how much you edit the drafts.
Business hours and holidays
A fixed out-of-office reply for new customers outside business hours and during holidays.
Import from Zendesk and Gorgias
Bring your history with you. Imported cases are plain, read-only history: they never start the AI and never send email.
Built to be trusted
The rules live in the code, not just in an instruction to the AI.
- Shops are kept separate from each other
- Order data goes to the sender only if their email matches the order
- Refunds and exchanges always need a human's yes
- No training on your data, and hosting in the EU
Read more in the Academy
Short, practical guides, written from the system as it works today.
Up and running in an afternoon
Connect Shopify and your support email, choose your categories and write your rules. The first 5 days are a trial with up to 50 AI replies.
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