Your emails just became two-way conversations.
The AI Concierge is a brand ambassador that lives inside your email channel. When customers reply to your campaigns, the AI responds — in your brand voice, with product knowledge, and real purchase context.How It Works
Most marketing emails are no-reply dead ends. The AI Concierge changes that.Customer replies to a campaign email
A customer receives your campaign and replies with a question: “Do you have this in a larger size?” or “What’s the return policy?” or “Can you recommend something similar but cheaper?”Instead of bouncing or sitting unread in a shared inbox, the reply is picked up by the AI Concierge.
AI responds in your brand voice
The Concierge generates a response that:
- Matches your brand’s tone and personality
- References the customer’s purchase history and preferences
- Pulls relevant product information from your catalog
- Answers the question accurately based on your brand’s policies
Conversation continues naturally
The AI Concierge handles multi-turn conversations. If the customer asks a follow-up question, the AI maintains context and continues the thread naturally.If the conversation requires human intervention (a complaint, a complex issue, a high-value opportunity), the Concierge escalates to your team with full context.
What the AI Concierge Handles
Product questions
Size availability, color options, material details, compatibility, recommendations — the AI pulls answers from your product catalog in real time.
Policy inquiries
Return policies, shipping timelines, warranty information, exchange processes — all answered accurately based on your configured brand policies.
Product recommendations
“Show me something similar” or “What goes well with this?” — the AI recommends products based on the customer’s history and the original campaign context.
Order follow-ups
Order status questions, tracking information, delivery estimates — the AI provides real-time answers from your order data.
Brand Voice Training
The AI Concierge doesn’t sound like a generic chatbot. It’s trained on your brand’s specific voice and communication style.| Input | What It Teaches the AI |
|---|---|
| Brand voice settings | Tone, personality, formality level, vocabulary preferences |
| Past email campaigns | How your brand communicates in marketing context |
| FAQ and policy docs | Accurate answers to common customer questions |
| Product catalog | Deep product knowledge for recommendations and answers |
| Customer purchase data | Context about each customer’s relationship with your brand |
Escalation to Humans
Not every conversation should be handled by AI. The Concierge automatically escalates when:- A customer expresses frustration or dissatisfaction
- The question requires information the AI doesn’t have
- A high-value customer needs special attention
- The customer explicitly asks to speak to a human
Conversation Analytics
Track how the AI Concierge is performing:| Metric | Description |
|---|---|
| Reply rate | Percentage of campaign recipients who reply |
| Resolution rate | Conversations fully handled by AI without escalation |
| Escalation rate | Conversations that required human intervention |
| Response time | Average time to first AI response |
| Conversion from conversation | Purchases that originated from a Concierge interaction |
| Customer satisfaction | Sentiment analysis of conversation outcomes |
Why Two-Way Email Matters
Higher engagement
Customers who know they can reply are more engaged with your emails overall. Reply-enabled campaigns see higher open and click rates.
More conversions
Answering a product question at the moment of interest removes friction. Customers who get answers buy more.
Customer intelligence
Every reply is a signal. The AI learns what customers want, what questions they have, and what’s blocking purchases — feeding insights back into your marketing.
Turn your email channel into a conversation.
The AI Concierge handles replies, answers questions, and recommends products — all in your brand voice, 24/7.Get started
Talk to our team and see the AI Concierge in action.