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Refund missing after a cancelled order

Resolve
Conversation
Lea T.11:41 PM

I cancelled order #7241 last week — still no refund

ReplyPool Support11:42 PM

Your refund was issued the same day you cancelled — banks usually post it within 2–4 business days.

Lea T.11:46 PM

It's been six business days now and nothing has arrived

Nina11:49 PM

Hi, I'm Nina — tracing your refund right now.

ReplyNotesCopilot
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Your whole support day, one tab

Open it in the morning — everything that needs a human is already sorted.

Repeats are handled

The AI agent resolves common questions before anyone opens them.

Hard ones arrive sorted

Escalations come with a summary and full context — take over in one click.

The team stays in sync

Notes, @mentions, and live presence keep everyone on the same thread.

The queue sorts itself

Work splits itself by state, and new conversations spread fairly across whoever is actually around.

  • Ready-made views: Mine, Needs human, Snoozed, Mentions, AI handling, AI resolved
  • Save any filter as a view and share it with the team
  • Round-robin or least-busy routing that respects shifts and time off
  • Assignment skips teammates who are away
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Stop retyping the same reply

Copy-paste answers slow everyone down. Macros, drafts, private notes, and delivery status live right where you write.

  • Rich composer with inline images and attachments
  • Customer replies and private notes, side by side
  • Drafts wait for you — switch threads without losing a reply
  • Macros fire from a slash command and assign, tag, or close
  • Delivery status on every message, with one-click retry

They already told you.
Don't ask again.

Asking for order numbers again reads as not listening. Everything about the customer sits one glance from the thread.

  • Profile, company, and custom properties right next to the thread
  • Page context, tags, folders, and every past or linked conversation
  • The same person on email and Telegram becomes one contact
  • Merge the rest by hand with a search-driven dialog
  • Matching runs on identifiers, not guesswork — merging is always your call
One person, every channel — the whole customer sits beside every thread.
MK
Mia KarlssonUser
mia.k@lumen.io
Berlin, DE 14:32

Details

CompanyVela Commerce
Conversations3
First seen21d ago
Last seen4m ago
OutboundSubscribed

Recent conversations

  • Late refund on order #63904m ago
  • Card update before renewal2d ago

Segments

VIPBillingEU
Send messageUnsubscribeMerge…

Switching shouldn't mean starting from zero

Lost history, a clueless bot, macros to rebuild — the usual price. Move off Zendesk, Freshdesk, or Intercom and keep everything.

  • Your whole history keeps working from the first day
  • Nothing to set up twice or rebuild by hand
  • Your team keeps working while everything moves over
Zendesk
Freshdesk
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ReplyPool

Everything moves with you

  • Every past conversationAll history imported — searchable from day one
  • Contacts & companiesMerged clean — no duplicates to untangle
  • Help center articlesTurn into instant answers
  • Macros & canned repliesReady to use, not rebuilt
  • Teams, tags & workspace settingsSet up exactly like before

A thousand small clicks add up. Remove them.

Bulk actions, snooze presets, priorities, search with previews, synced unread counts, and a spam folder — every small friction, removed.

Bulk actions

Close, assign, or tag whole batches at once.

Snooze presets

Snooze a thread — it comes back on its own.

Priorities

Flag urgent conversations so they stand out in every view.

Search with previews

Search content and preview messages before opening.

Unread counts in sync

Unread badges match across every tab.

Spam folder

Junk gets its own folder, out of the queue.

Questions teams ask before switching

Short answers on setup, channels, and how the AI works with your team.

Email, the live chat widget, Telegram, WhatsApp, Instagram, Facebook Messenger, and more — 13 channels in total. Every channel feeds the same inbox, and each customer keeps one continuous history even when they switch channels mid-conversation.
The AI agent answers every new conversation first and escalates when a person is needed — the thread lands in the Needs human view with the full conversation history and an AI summary attached. Any teammate can also take over an AI-handled thread in one click and hand it back in one more.
Yes. Choose round-robin or least-busy assignment for your team. Routing respects working shifts and time off, and automatically skips teammates who are away, so conversations only land on people who can actually pick them up.
The AI handling view shows every conversation the agent is working on live, and AI resolved collects the ones it finished. You can open any of them, read the full exchange, and take over at any moment.
Macros fire from a slash command in the composer and can carry actions with them — assign the conversation, add tags, or close it as the reply sends. One keystroke covers the reply and the housekeeping.
Yes, automatically at the moment a message arrives: if the same person writes via email and Telegram, they become one contact with one history. For anything automation can't safely match, there's a manual merge dialog with search.

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Keep exploring

More of the ReplyPool platform

AI AgentResolves conversations on every channel, cites its sources, and hands off with full context when a human is needed.Learn moreKnowledge BasePublish a help center your customers search — and the knowledge your AI agent answers from.Learn more