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Use case

Answer customer support emails with an AI agent

A Monmo agent can run your support inbox. It reads each email as it arrives, looks up the customer and the order in your apps, drafts a reply in your voice, and asks you once before the batch goes out. Refunds over your limit, complaints and anything unusual are set aside for you with the facts attached.

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Updated 2026-11-13 · Free to start. Paid plans from $15 a month.

Use case

How the agent does it

  1. 01

    A new email starts the work

    You agree a routine once: when mail arrives at your support address, the agent begins. Nobody has to forward anything or open a chat. Mail that arrives overnight is handled before you start your day.

  2. 02

    It reads the whole thread

    The agent reads the message and the earlier replies, then sorts it: order status, refund, how-to, billing, complaint, or something new. It notes the customer's tone and what they actually asked for.

  3. 03

    It checks the facts in your apps

    It finds the order in Shopify, the payment in Stripe and the delivery status on the carrier's site in its own browser, so the reply states what happened instead of a general apology.

  4. 04

    It drafts the reply in your voice

    Using your saved policies and past replies, it writes an answer with the order number, the date and the next step. It keeps to your refund limit and never promises what your policy does not.

  5. 05

    It asks you once for the routine ones

    A single card lists the replies that follow your policy, for example eleven of fourteen. You can open any of them, edit, then allow the batch. Nothing leaves your mailbox before that.

  6. 06

    It hands you the hard ones

    Complaints, refunds above your limit and legal or safety questions are not answered for you. Each arrives with a summary, the order history and a suggested reply for you to change or send.

  7. 07

    It keeps the record

    Every answered email is logged in a Google Sheet with its topic and time to reply, and a weekly note in Slack tells you which questions keep coming up and why.

What you get back

  • A reply ready for every email, usually before you open the inbox
  • One approval for the routine replies, with each one open to edit
  • Hard cases set aside with the facts and a suggested reply
  • A weekly log of topics and reply times in Google Sheets

When it asks you

The agent asks before any reply is sent. One card covers the routine batch, and you can open and edit each reply first. A refund or a change to an order is a separate request with its own card.

How to ask

  • When an email arrives at support@, read it, check the order in Shopify and draft a reply. Ask me before sending. Any refund over $100 comes to me.
  • Go through last month's support emails and write the ten answers we give most often as saved replies.
  • Every Friday, tell me in Slack which three questions came up most and what would stop them.

Watch it work

A sample replay with example data, sped up. Pause it, scrub through it, or take the mouse yourself.

On screenGmailShopifyGoogle Sheets

Pick a job. Watch it get done.

HanaCustomer support
Sample replay
Today 08:02
Routine · when mail arrives at support@
14 new emails since last night. I’m reading each one and checking the orders.
Checked 9 orders in Shopify
Jamie’s bottle shipped on the 12th and is due tomorrow. I’ve written that, with the tracking link.
14 emails overnight
  • Order status6
  • Returns3
  • How-to2
  • Need you3
Send 11 replies from support@?
Gmail
Why
They follow your saved policies: order status, returns inside 30 days, care instructions.
Where
support@fieldwork.example · 11 customers
What to expect
Sends the 11 drafts. The 3 that need you are not sent.
11 replies sent
Sent. Three need you: a $240 refund, which is over your $100 limit; a cracked lid, with photos; and a wholesale enquiry. Each has the facts and a reply you can change.
You allowed 14 new rows in Google Sheets
11 replies sent · 3 handed to you
Hana’s computerAwake

Your team. Connected to everything.

Support log+
‹›↻docs.google.com/spreadsheets/d/support-log⋮
Support log — FebruaryFile Edit View Insert Format Tools
Share
ABCD
1CustomerTopicOutcomeTime to reply
2Jamie ChenOrder statusReplied8 h 02 m
3Priya NairDamaged itemHanded over—
4Tom BeckerReturnsReplied8 h 49 m
5Aiko MoriHow-toReplied9 h 31 m
6Luis OrtegaRefundHanded over—
7Sara KimOrder statusReplied14 h 29 m
14 rows added
AppsMon 15 Feb 08:02
Hana
Watching· 11 replies sent · 3 handed to you
09 / 09

Sample replays with fictional data, sped up. Pause one, scrub through it, or take the mouse yourself.

FAQ

Questions people ask

Can an AI agent answer customer emails automatically?

It does everything up to the send on its own. A Monmo agent starts when an email arrives, reads it, checks the order and writes the reply without being asked. Sending is the step it asks about, and one approval can cover a whole batch of routine replies. That keeps you in charge of what goes out under your name.

Will the replies sound like us?

Yes, if you show it how you write. Give the agent your policies, a few past replies you were happy with and the phrases you avoid. It keeps those as background for every draft, and when you edit a reply it takes the correction into account next time.

What happens with angry customers or large refunds?

They come to you. You set the limits, for example refunds above $100 or any message that mentions a chargeback or a lawyer. The agent does not answer those. It prepares a summary, the order history and a suggested reply, and you decide what to send.

Does it work with a shared inbox or a help desk?

It works with the mailbox you connect, such as a shared Gmail or Outlook address, and with help desks in the app directory such as Zendesk. Where a connection does not cover a step, the agent can use the web version in its own browser.

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