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From the first message to the next action, Sundae handles the work behind customer support. Your team steps in for approvals and exceptions, with the facts already at hand.
Sundae follows the request across your tools, keeps the customer informed, and brings your team the decisions that need them.
Sundae reads the conversation, checks relevant customer history, and retrieves the records it needs from your connected systems.
Sundae consults your help articles, support guidance, and known issues. When information is missing, it asks rather than guesses.
Sundae responds to the customer’s situation. Routine replies send automatically when enabled and quality review passes; other replies stay ready for your team.
Review the details before authorizing a refund, replacement, or other consequential action. Sundae executes the approved action and uses the result to continue the conversation.
Ask about a finding, correct a fact, or take over. Discuss a ticket without rewriting the customer draft on every message.
Review teammate corrections and resolved conversations to find gaps. Publish useful guidance for future tickets without turning a one-off exception into a general rule.
A useful answer depends on the order, the customer’s evidence, and your policy. Here’s how that request can move through Sundae.
The agent reads the conversation and relevant attachments, retrieves the connected order, and checks applicable guidance and earlier promises.
Sundae asks the customer to confirm an uncertain address or choice of remedy before proposing the replacement.
Where a replacement action is supported, the agent proposes it with the item, quantity, destination, and expected effect. A teammate can approve, reject, or discuss it.
Sundae carries out the approved action and bases the customer update on the result. If the outcome is uncertain or work is still owed, the ticket stays open.
Give Sundae the context behind each request, from the first message to the latest shipment.
Conversations & help articles
Community support
Orders & refunds
Payments & subscriptions
Fulfillment & inventory
Orders & shipment tracking
Parcels & shipping labels
Couriers & tracking
Affiliates & commissions
More in your stack? Connect additional tools through MCP.
You choose the accounts and permissions.
No. Routine replies can be sent automatically when the organization’s mode allows it and review passes. Your team can also work in draft mode.
Consequential actions such as refunds require teammate authorization. A proposed action shows what it would do before it runs.
The workflow stays familiar, but access follows the channel. Public Discord conversations have additional boundaries around private account information.
Sundae works with connected systems. The tools available to the agent depend on your organization’s integrations and granted access.
The agent should explain what it could not check or do and what your team needs to handle. A drafted promise is not a completed action.
Why we start with investigation and keep your team close to the decisions that need judgment.
