AI customer service that answers from your FAQ and knows when to hand off
Jade understands the request, categorizes it, looks for the answer in your documents and drafts a clear message. Disputes, refunds, threats or sensitive questions: she doesn’t improvise, she hands the case to a human.
How Jade works
- 01
Understand
Customer, order, problem, expectation.
- 02
Categorize
Category, urgency and the customer’s tone.
- 03
Detect
Sensitive request? Immediate handoff to you, with no commitment made.
- 04
Search
Only in your FAQ and your terms, with the source cited.
- 05
Reply
An empathetic, accurate email, waiting for your approval.
- 06
Track
A ticket summary and a full timeline in the activity log.
What Jade does
- Answers from your documents and says when the information isn’t there
- Hands sensitive cases off to a human (alert in Approvals)
- Handles messages sent through your contact form
- Looks up Shopify orders if you connect your store (read-only)
What Jade doesn’t do
- Promise a refund or a goodwill gesture
- Send a reply without your approval
- Read your inbox directly (coming soon with Gmail)
Sample request
“Customer message: ‘My website still hasn’t been delivered after 4 weeks. I want a refund or I’m calling my lawyer.’ Handle this request.”
Try it with the real engine from your Control Center (demo with sample data, 1 credit).
Frequently asked questions
What happens if the answer isn’t in my FAQ?
Jade says so and hands the request to a human instead of making up an answer.
Do customers know an AI drafted the reply?
Yes. Emails sent from EmployIA state that they were drafted by an AI assistant and approved by a person.