Marcus @ Retail Co. VIP
Where's my order #10432? Tracking hasn't updated in 3 days
A shared team inbox purpose-built for online retailers. Orders, delivery status, and customer context in one place — with an AI knowledge base that builds itself from the tickets your team already resolves.
Front, Zendesk, Gorgias — they solve real problems, but their pricing is designed around large support teams, not scrappy operators. Add three agents, cross a ticket threshold, want AI: another line item.
Every helpdesk promises AI. Most of them either bolt on generic ChatGPT that hallucinates, or ask you to write articles by hand. Neither works when you're busy.
When a conversation resolves and the dust settles, Smooth Processing mines it — extracting the underlying customer intent and either creating a new knowledge article or merging it with an existing one.
Reply drafts are then grounded in your knowledge base, not the wider internet. Answers stay consistent even as staff change. Institutional knowledge captures itself.
No writing required. No manual maintenance. It just gets smarter the more you use it.
Every feature below ships on every plan (except integrations, which start on Growth). No add-on modules, no per-feature unlocks.
Smooth Processing is designed to slot in alongside the tools you already run. Shopify orders, Royal Mail shipments, your existing support mailbox — no ripping and replacing.
Every plan includes AI, unlimited conversations, and the full product for every user. You never get charged for growth — only for what you actually use.
Smooth Processing is under active development. Here's what's currently in build — free upgrades for anyone on a plan when they land.
If yours isn't here, book a demo — happy to answer directly.
They write to you. Smooth Processing connects to your existing mailbox via IMAP/SMTP — customers keep emailing your normal support address (e.g. help@yourshop.com), and replies come from that same address too. Smooth Processing is completely invisible to the customer. It's your inbox; we just make it dramatically better to work in.
Two things. First, the AI reads from a knowledge base built from your resolved tickets — so answers are grounded in what your team actually says, not what the internet at large thinks. No hallucinations about your return policy.
Second, that knowledge base builds itself. When a thread resolves, the system mines it and creates or merges an article. You never have to write documentation. The system captures your team's institutional knowledge automatically.
Growth and Scale plans include historical archive mining. We import your past conversations (up to 10,000 on Growth, unlimited on Scale) and use them to build your knowledge base on day one — so the AI is useful from the moment your team logs in, not six months later.
Front migrations use a dedicated wizard that preserves full conversation history.
Yes, on the Scale plan. The business switcher lets you jump between brands with one login, and cross-business notifications mean you see the full picture. Each brand keeps its data completely isolated — inbox, mailboxes, integrations, settings. Get in touch about bundling multiple brands for a fairer price.
Soft caps, never hard cutoffs. If you hit your monthly AI quota, you can top up (£10 per 500 additional actions) and keep working — no interruption to open conversations, no denied replies mid-flow. Most Growth-tier teams don't come close to the 1,000 action cap; it's set comfortably above real-world usage.
Everything runs on TLS-secured hosted infrastructure with strict per-business data isolation baked in at the architecture level. Carrier credentials (Royal Mail, etc.) are encrypted at rest with AES-256-GCM. We're a UK-registered business hosting in the EU. Managed encrypted off-site backups with tested restore are in build for Q1.
Two separate products, same team behind them. SmoothProcessing fulfilment automation is a bespoke installed system for warehouses (picklists, packing slips, Royal Mail scan-to-manifest). Smooth Processing the SaaS helpdesk is what you're reading about now. Some customers buy both — they solve different problems.
See the shared inbox in action with your own emails. If the knowledge base doesn't pay for itself in the first month, cancel and walk away with your data.