The draft is ready when you open the case.
Nemma reads the customer's message, looks up the order in Shopify and writes a draft. You read it, edit what you like and send - and the customer gets a reply in their own language.
Hi, where is my package? I ordered on Monday.
Hi Louise! Your order #1042 was shipped yesterday with GLS - expected delivery on Thursday.
From message to reply in four steps
Nemma reads and sorts
Every new message gets a category and a language. Nemma also judges whether the customer sounds angry and whether there are several questions in the same message.
Nemma looks things up
Orders, tracking and products are fetched straight from your Shopify - but only when the message comes from the order's own email address.
Nemma writes a draft
The draft follows your skill for the category: your deadlines, your rules and your tone. If the answer is in neither the skill nor Shopify, Nemma does not make anything up.
You read, edit and send
Nothing goes out without you, unless you have switched on Auto-send for the category yourself. A sent reply can be undone for 15 seconds.
What you have at hand when you reply
The reply box stays fixed at the bottom of the case, with the draft, templates and notes right next to each other.
Replies in the customer's language
If the customer writes in, say, German or French, you read the message and write your reply in your own language. Nemma translates the reply when you send it. If Nemma guesses the language wrong, you correct it with one click.
Skills and tone
Write your rules for delivery, returns and exchanges in plain language, and set the tone in one place for the whole shop. If the answer is not in the skill or in Shopify, Nemma refers the customer on or leaves the case to you.
Try it before you trust it
When you change a skill, you can try the change on a real case without sending anything, look at earlier versions and restore an old one.
Reply templates
Save the standard replies you use again and again, and insert them with the customer's first name and the shop's name filled in.
For the whole team
Assign cases, write internal notes that neither the customer nor the AI sees, and save notes about a customer.
Files and undo
On email you can attach PDFs, images and text files to your reply. If you send too early, you have 15 seconds to undo it.
A human rather than a wrong reply
If Nemma is in doubt, it stops and leaves the case to you. The reason is at the top of the case under Show summary.
- The customer sounds angry, threatens to go to a lawyer or Trustpilot, or asks for access to or deletion of their data
- Nemma cannot confirm which order it is about, even after asking the customer for the order number, email and postcode
- The answer falls outside what your skill covers
- Nemma is less than 70 per cent sure which category the message belongs to
- There are several questions in the same message
Nemma still writes a short, friendly draft, typically saying that a colleague will get back to them. An escalated case is never sent automatically, not even if the category is set to Auto-send.
You can see how much you edit
It is the measure of when a category is ready to reply on its own.
Every time you send, Nemma compares your reply with the original draft. If you sent it unchanged, it counts as unchanged. If you edited a lot, it counts accordingly. A discarded draft counts as rejected.
The figure is called unchanged share and appears in Insights and under Automation. The measurement does not change what Nemma replies - your skill does that. It shows you how often the draft was good enough to be sent as it was.
Read more in the Academy
Short, practical guides, written from the system as it works today.
See the first drafts for yourself
Connect Shopify and your support email, and read what Nemma would reply before anything is sent. The first 5 days are a trial with up to 50 AI replies.
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