Your support team should not spend the day copying tracking numbers, checking order status, and rewriting the same response in every channel.
"Where is my order?" "Can I return this?" "Is this compatible with my item?" Those questions arrive through Amazon, eBay, Walmart, Shopify, support inboxes, and helpdesk tickets. Agents lose time switching systems, looking up order details, checking policies, and rewriting answers while SLA clocks keep running. The result is slower response times, inconsistent messaging, higher support cost, and preventable account-health risk.
Solid Commerce AutoReply connects buyer messages with live order, product, shipment, customer, and policy data. The AI drafts or sends accurate replies for common pre-sale and post-sale questions, routes higher-risk conversations to the right team, and keeps every response tied to the right channel workflow. It can operate inside Solid Commerce, push context into Zendesk or eDesk, and give agents the information they need without another manual lookup.
AutoReply brings sales-channel messages into one organized workflow so agents can see what needs a response, what has already been handled, and which conversations require human attention. Tags, folders, filters, and automatic categorization make the inbox easier to manage as volume grows.
Combine pre-sale, post-sale, cancellation, return, and delivery questions in one operational view
Separate routine questions from review-risk, refund, fraud, and policy-sensitive conversations
Track team activity and response status so conversations do not fall through the cracks
The agent does more than generate generic support text. It uses the context ecommerce support teams actually need: order IDs, tracking numbers, item details, delivery status, customer notes, channel policies, and escalation rules.
Answer order status, tracking, availability, compatibility, cancellation, return, and warranty questions faster
Reduce support errors caused by stale spreadsheets, disconnected helpdesks, and manual copy-paste
Give agents full context when an issue needs a human reply instead of an automated response
AutoReply is designed for operational control. You decide which questions can be answered automatically, which policies must be followed, and which conversations should be escalated to an agent or helpdesk queue.
Use policy-based response controls for refunds, returns, cancellations, and warranty claims
Detect sentiment and escalation risk before an unhappy buyer turns into a negative review
Keep humans in the loop for complex, high-value, or compliance-sensitive conversations
AutoReply in action
Buyer messaging is only useful when it understands the order lifecycle. AutoReply connects the inbox, AI response generation, order context, categorization, and agent handoff in one workflow.
Fewer Repetitive Tickets
Automate the high-volume questions that consume support capacity: tracking, order status, availability, returns, cancellations, and common product questions.
Marketplace SLA Protection
Prioritize and respond within channel-required timeframes to protect account health, seller ratings, and buyer confidence.
Helpdesk-Ready Context
Send the right order, customer, product, and shipment context into Zendesk or eDesk so agents can resolve tickets without tab-switching.
Controlled AI Escalation
Let AI handle routine responses while sentiment, refund risk, policy exceptions, and VIP issues get routed to humans with full context.
Omnichannel AutoReply across marketplaces, storefronts, and support workflows
Unified inbox with folders, tags, filters, and response status tracking
Order, customer, shipment, product, and delivery context beside each message
AI-drafted and AI-sent replies for repetitive buyer questions
Zendesk and eDesk integrations for helpdesk routing and agent context
Returns, cancellations, order modification, and warranty-claim workflows
Proactive late-shipment and delivery-status buyer messaging
Sentiment, review-risk, and escalation detection
Policy-based response controls
Agent handoff with full conversation and order history
Helpdesk integrations
Use Solid Commerce as the ecommerce operations brain behind your helpdesk. Keep agents in their preferred workflow while AutoReply supplies order context, marketplace rules, and AI-assisted responses.
Bring Solid Commerce order and channel context into Zendesk so agents can resolve marketplace tickets faster.
Explore Zendesk integration →
Connect AutoReply with eDesk workflows for marketplace support teams that need faster, data-backed responses.
Explore eDesk integration →Book a focused walkthrough and see how the workflow fits your channels, helpdesk, and support policies.
