Support Inbox - AcornReply

Answer your customers from your phone. AcornReply is the support inbox for small teams who reply to customers themselves. Email and live chat land in one inbox. AI drafts a reply to new customer messages, and a person on your team reads it, fixes it and sends it.

It is the same inbox as the AcornReply web app, signed in to the same account.

WHAT YOU CAN DO FROM YOUR PHONE

- Reply with the AI draft. Edit it, send it as written, or ask for a new one. Either way you read it before your customer does.
- Swipe to snooze or resolve. Swipe right to snooze until later today, tomorrow or next week. Swipe left to resolve. Swipe a snoozed or resolved conversation to reopen it.
- Notes and @mentions. Leave an internal note on a conversation and @mention a teammate. Your mentions collect under the bell, so you can see who needs you.
- Assign and tidy up. Assign a conversation, mark it as spam, archive it or delete it. Filter the inbox by status, show only what is assigned to you, or search.
- Live chat, too. Chats from the widget on your site land in the same inbox as email, and you answer them the same way.
- Photos and files. Attach a photo or a file from your phone to a reply.
- Sign up in the app. Create an account with an email code or Google, set up your workspace, pick a voice for the drafts and get its inbound address. Already have an account? Sign in with it.

NOTIFICATIONS FOR THE MESSAGES THAT NEED YOU

Allow notifications once, and the app turns them on for every workspace you belong to. You can turn a workspace off later, under Notifications.

A new customer message goes to the person the conversation is assigned to. If nobody is assigned, everyone in the workspace with notifications on gets it. Conversations the AI answers on its own do not ping anyone. You also get a notification when a snoozed conversation assigned to you wakes up, and when a teammate @mentions you. Tap it and the conversation opens.

Going away? Mark yourself away, or add your vacation dates, under Availability.

LIMITS, STATED UP FRONT

- Built for phones. There is no tablet layout yet.
- Setup happens on the web. Analytics, the knowledge base and help center, and channel setup (email forwarding, the contact form and the chat widget) are in the web app. So are members and invites, API keys and branding.
- Sign in with Apple is not available on Android. If you made your account with Apple, sign in here with an email code sent to the same address.

WHY WE BUILT IT THIS WAY

Support from a small team should sound like that team. So the AI writes the draft and a person sends it. When the AI does answer a customer on its own, the reply goes out under an AI name by default, so your customer knows who wrote it. No ticket numbers for your customers, and no per-seat pricing games.