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Handle emails faster with matching + AI, without losing control

NexReply maps incoming emails to pre-approved instructions per question type and automatically enriches replies with customer data (order, shipment, address, payment status). Uncertain or exceptional questions go straight to an agent. This lowers workload so your team can focus on what matters.

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Teams cut response time while staying fully in control.

The challenge

• Many repetitive questions via email
• Response time can be hours/days → lower CSAT
• High workload for support and back-office
• Risk of inconsistent answers

How it works

Email arrives → AI understands the question
AI links to approved instructions for each question type
Automatic retrieval of customer data (order, shipment, address, status)
Reply with context (order number, Track & Trace, delivery time)
Automatically send a customer-friendly reply within minutes
Unclear/exceptional questions → forwarded directly to an agent (fallback)
Agents save time for the truly important questions

80–90%

of emails automated

-75%

shorter response time

95%

customer satisfaction

Everything you need

Build your own flows, add instructions and use AI where it adds value. You decide what actually gets sent.

Data enrichment & context

Automatically pulls order and shipping data into the reply (order no., status, Track & Trace, address).

Custom matching

AI routes based on context to the right category.

AI replies

AI generates replies based on your instructions. Different texts based on variables (e.g. delivered vs. still in transit).

Fallback to agent

Uncertain or exceptional cases go straight to your team — no made-up answers.

Integrations

Works with webshop systems, mailboxes, ticketing, and ERP. SMTP, IMAP, API and/or webhooks.

Flexible

No rigid box — fully adaptable to your systems and workflow.

How it works

1. Connect

Connect your mailbox or ticketing system and define categories/flows.
2. Matching

Incoming emails are recognized and mapped to instructions.
3. Fetch data

Automatically fetch order, shipment and customer data for context.
4. Auto reply

A friendly, contextual reply within minutes.
5. Fallback

No match? → Hand off to an agent.

See in 90 seconds how NexReply answers within 2 minutes

The video shows step by step how incoming emails are matched to approved instructions, enriched with order & shipping data, and sent as a friendly reply. No hallucinations — always your templates.

• Works with all major webshops (Shopify, WooCommerce, Magento, PrestaShop) and custom setups.
• Connects to ERP & ticketing systems
• Full conversation logging
• Integrations with carriers (e.g. PostNL, DHL, GLS)

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Case study

BoekenBladKado automates customer service while keeping its brand voice

BoekenBladKado.nl receives daily questions about gift card values, delivery status, returns, and more. With NexReply, incoming emails are recognized, linked to pre-approved instructions, and enriched with order and shipping data.

85%

emails handled automatically

-90%

response time and 24/7

95%

customer satisfaction

Before NexReply