Customer Support Operations
AI-powered customer support that resolves buyer inquiries across all sales channels — instantly, accurately, and around the clock.
Overview
Solid Commerce AutoReply is an AI-powered customer support engine — not a chatbot. It reads order context, customer history, and product data to craft accurate, personalized responses to pre-sales and post-sales inquiries across every connected marketplace.
A unified inbox consolidates messages from Amazon, eBay, Walmart, Shopify, and every other connected channel into one view. Each message is displayed alongside complete order and customer data — names, addresses, tracking numbers, order IDs, product details, and delivery status — so your team has full context without switching tabs.
Custom tags, filters, and auto-categorization rules let you organize conversations by priority, channel, issue type, or team member. Sentiment detection identifies frustrated buyers and escalation-worthy situations, routing them to human agents while AI handles the rest.
Key Features
Unified Inbox Across All Channels
Consolidate buyer messages from Amazon, eBay, Walmart, Shopify, Etsy, and every other connected channel into a single, searchable inbox.
AI-Powered Contextual Responses
AutoReply reads order data, tracking information, product details, and customer history to generate accurate responses — not template-based keyword matching.
Order and Customer Data Sidebar
Every conversation displays the buyer's name, address, order IDs, tracking numbers, product info, delivery status, and internal notes in a sidebar.
24/7 Automated Support
AI handles product availability questions, order status inquiries, tracking updates, cancellation requests, and return initiation around the clock.
Sentiment and Escalation Detection
Automatically detect frustrated or high-risk buyer messages. Route escalations to human agents while AI continues handling routine inquiries.
Custom Tags and Auto-Categorization
Tag conversations by issue type, priority, or team member. Auto-categorization rules sort incoming messages into folders automatically.
Policy-Based Response Controls
Set rules for what AI can and cannot say. Enforce return policies, warranty terms, and channel-specific response guidelines automatically.
Team Activity Tracking
See who responded to what, when, and how. Track team performance and response times across all channels from one dashboard.
Returns and Order Modification Workflows
Process return requests, order cancellations, and modifications through automated workflows that update the marketplace and your internal systems simultaneously.
How It Works
Connect Your Channels
Link your Amazon, eBay, Walmart, Shopify, and other marketplace accounts. Messages start flowing into your unified inbox immediately.
Configure Response Rules
Set policies for AI responses — what it can answer, when to escalate, and channel-specific rules. Define templates for edge cases.
AI Handles Inquiries
AutoReply reads each message with full order context and generates accurate, personalized responses. Pre-sales and post-sales inquiries are handled 24/7.
Review and Escalate
Sentiment detection flags high-risk conversations. Your team handles escalations while AI manages the volume.
What's Included
- Unified inbox for all connected marketplaces
- AI-generated responses with full order context
- Automated tracking and order status replies
- Sentiment and escalation detection
- Custom tags, filters, and auto-categorization
- Policy-based response controls
- Return and cancellation workflow automation
- Team performance tracking
Not Part of This Module
- —Phone or live chat support (AutoReply handles marketplace messaging)
- —Social media direct message management
- —Help desk ticketing for non-marketplace channels
Who It's For
Frequently Asked Questions
No. AutoReply is an AI engine that reads full order context — tracking data, product details, customer history — to generate accurate responses. It does not rely on keyword matching or scripted templates.
Ready to transform your customer support operations?
Request access, connect your channels, and see results in days — not months.