Much of the email a SaaS support inbox gets has been answered before: in a help article, on the pricing page, or in a reply a teammate sent last month. The work is finding that answer again and writing it up for this customer. ReplyPen does that part and leaves the decision to you.
How does ReplyPen fit a shared support@ inbox?
- Same thread, on any device. Connect a shared address like support@ when it has its own login (which shared addresses work). Each Draft is a normal draft in the thread of the customer’s email, so it shows up in Gmail or Outlook on your laptop and in the mobile apps.
- Your own Rules. Newsletters, notifications, receipts, auto-replies, internal mail and spam get no Draft. Add Rules to skip email or always draft for it, by sender, domain, subject or body text.
- One mailbox, one voice. Each account connects one mailbox with one Tone profile. Everyone who works from support@ sees the Drafts; inviting teammates into the ReplyPen web app is coming.
- No migration. ReplyPen is not a helpdesk and not a new inbox. The web app lists every email it handled, for when you want to review several at once.
What does ReplyPen read to answer a SaaS customer?
| Source | What it covers for a software product |
|---|---|
| Help center | How-to steps and feature explanations. Connected by its public link; Zendesk, Intercom, Help Scout, Freshdesk, Zoho and Salesforce help centers work. |
| Website | Pricing, plans and policy pages. |
| Past emails | The answers your team already sent, and how you write them. |
| Files | Documents you upload, such as a plan comparison or your terms. |
Each Draft is written in the language the customer wrote in and follows your Tone profile, built from the replies you have already sent. More on the Check note.
What if the answer depends on one customer’s account?
A help center explains how the product works. It cannot say why one customer’s invoice shows a certain amount or why their job did not run: that answer is in your production data and your code. Software companies can connect their code base and a read-only view of their database with ReplyPen for B2B SaaS, so Drafts can explain how the product actually behaves. See answers from your code base and production data.
What does it cost?
When you start, the first 7 days are free, with every feature and no card. After that you pay only for what you use: €0.25 per conversation. Details are on the pricing section.