Customer service, answered from the ticket you're on

Support work happens across a help desk, an inbox, an order admin and a help center. Multify reads the page you have open, so you can catch up on a ticket, look up the order and draft the reply without copying things between tabs.

Catch up on a ticket

Open the ticket or the customer's email thread and press Alt+X. The Multify panel reads the page as you see it, so you can ask about it straight away.

Try itSummarize this ticket: what the customer wants, what we've already tried, who's been involved, and the one question still open.

If your support inbox is Gmail, click the Multify M in Gmail's toolbar on an open conversation and choose Summarize. On a busy morning, tick up to eight emails in the inbox, click the M, and choose Who needs a reply to see which ones to answer first. See Gmail.

Draft the reply

Ask for the reply in the panel, then use Copy under it and paste it into your help desk.

Try itWrite a reply to this customer. Their order arrived three days late and damaged. Apologize once, explain how the replacement works, and offer 15% off their next order. Keep it under 120 words.

Try itThey're asking for a refund outside our 30-day window. They've been a customer for two years. Explain the policy kindly and offer store credit instead.

In Gmail and in many web reply boxes, you can also write in place: type \\, pick Write, and say what the reply should do. The draft shows highlighted until you keep it with Tab. See Doubleslash.

Help desks with a framed editor Some help desks, including Zendesk, Intercom and HubSpot, put the reply box inside a frame on the page. The \\ picker doesn't open there yet. Draft in the panel and paste the reply in.

Get the tone right

Write your reply the way it comes out, then highlight it, right-click, and choose Multify › Improve this text. Pick a mode and Multify rewrites it:

Friendlier for a frustrated customer who needs warmth.
Firmer when the answer is no and has to stay no.
Shorter when you've over-explained.
Fix only to correct spelling and grammar and change nothing else.
Translate to answer in the customer's language. Multify remembers the last language you picked.

In a text field, Insert swaps in the new version. You can also rest your pointer on highlighted text for a moment and an Improve button appears. See Right-click & Improve.

Answer from your help center and policies

Open the policy or help center article that covers the question, press Alt+X, and ask against it. Multify answers from the page in front of you.

Try itBased on this returns policy, can a customer exchange something they bought on sale? Give me the answer and how to phrase it to them.

For the policies you check every day, save each page to your stash with a tag like policy. In any chat, type @ and pick the item to bring it into your question.

Try itUsing my saved SLA terms (type @ and pick the page), does a Tier 2 customer get a credit if their issue wasn't fixed within 48 hours? What should I tell them?

Look things up in your admin tools

On your order admin, shipping portal or billing tool, tell Multify what to find and Page Agent does the searching and clicking for you, then reports back.

Try itSearch for order 48213 and tell me its status, the ship date and the tracking number.

The first time Multify acts on a site, it asks for permission. For tools you use all day, choose Always approve this website. You can remove sites later in the panel's Settings › Page Agent.

It asks before anything that counts Multify always stops and asks before it pays, books, sends a message, agrees to terms, or deletes something, even on sites you've approved.

Fill the same forms faster

Return authorizations, carrier claims and warranty forms ask for the same things every time. Open the form and tell Multify what goes in it. It fills every field it can, asks you once for anything it's missing, and leaves submitting to you.

Try itFill in this carrier claim for order 48213: damaged in transit, delivered October 3, value $84.50, photos to follow. Leave the description for me.

Know when something changes

Instead of refreshing a tracking page or a status page, ask Multify to watch it. It checks on a schedule (hourly, daily or weekly) from your browser and sends you an alert when the condition is met. You'll see it in Multify and by email or phone notification.

Try itCheck this tracking page hourly and tell me when it says Delivered.

Try itWatch this item and let me know when it's back in stock.

Manage your watches in the panel under Settings › Page watches. More in Page Agent.

Show what you're seeing

When a customer reports a problem you can reproduce, open the panel menu (☰) and choose Capture. Multify takes a screenshot of the tab and gives you a share link to Copy into the ticket or your team chat. Discuss in chat starts a Multify chat about the screenshot.

Escalations and reports

These work well in the panel. Under each reply, Save as page keeps it in your Pages and Create task adds a follow-up to your Tasks.

Try itWrite an internal escalation note for engineering from this ticket: the issue, how many customers it affects, what we've tried, and exactly what we need from them.

Try itHere are this week's 20 feedback notes. Find the three themes that come up most, rate the overall mood, and write a 200-word summary for the product team.

Keep the prompts you use every day

When you've written a request that works, like your standard "summarize and draft" ask, save it as a template. Rest your pointer on your own message in chat and click the small bookmark, give it a name, and it's saved. Next time, click the bookmarks button in the composer and pick it. Your templates follow you to every browser you sign in on.

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