Latest activity queue
AI Desk reorders open conversations by the latest customer or team activity, so fresh replies do not hide behind older urgent tickets.
AI Desk
AI Desk turns open support mail into a queue your team can work through
SamDesk brings recent customer activity to the top, opens each thread as chat, pulls in customer and order context, and prepares an AI draft. Sending or resolving still waits for an agent click.
Mila Vermeer
WooCommerce · open
My order P63002 seems stuck with the carrier. I want to know whether it will still arrive this week.
AI Desk
I checked the order, tracking, and earlier thread. A short draft is ready; verify the delivery promise before sending.
Hi Mila, I checked your order P63002. Tracking is still marked in transit, but the latest scan is recent enough that I would not start a replacement parcel yet. I will monitor this today and send you an update as soon as the carrier scans it again.
What is actually new in the app
Send/resolve flow
Agents can send an AI draft, or send and resolve in one controlled step. Status changes only after that explicit action.
Order drawer
Customer data, order number, order status, tracking number, and tracking status sit in a collapsible context drawer beside the thread.
Context and follow-up
The AI keeps the active thread, last focus, and draft available, so follow-ups like “make it shorter” or “prepare this” do not start from scratch.
The new workflow in one support shift
1. Pick the newest open work
The left queue shows open mail chats by recent activity, with waiting time, status, priority, and a short preview.
2. Read the thread as chat
Incoming and outgoing messages appear in a compact chat view. Long emails stay readable because full content expands only when needed.
3. Let AI prepare a draft
AI Desk uses the selected conversation, previous draft, and chat instructions. The agent can ask for shorter, more formal, or more precise wording.
4. Confirm at the end
Send, send + resolve, or prepare the draft. Nothing is sent to the customer without a human click.
Why this is more valuable than separate AI drafts
AI lives inside the handling flow
Agents do not copy context into a separate chat window. Queue, thread, draft, and action buttons stay in one screen.
Order questions get concrete faster
For WISMO, return, and refund questions, the relevant order sits next to the email. That reduces guesswork and makes drafts more useful.
Control stays with the team
AI can prepare, rewrite, and remember context. Sending, resolving, and customer promises remain explicit team actions.
Frequently asked questions
Does AI Desk automatically email customers?
No. AI Desk can create or improve a draft, but sending happens only after an agent click.
Why sort the queue by latest activity?
Because recent customer replies matter operationally. Fresh work stays visible instead of sitting behind older scores.
Is the order drawer only for WooCommerce?
No. WooCommerce is a recognizable example here, but the flow is built around ecommerce order context from connected shop data.
Test AI Desk in your own support flow
Start with a small queue, connect order context, and let your team send only after review.
Start free trial