Customer email, translated, triaged and answered by AI in one inbox.

An AI support inbox that syncs, translates, triages and answers customer email, now rolling out to full auto-reply.

Read the case studyBuilt under NDA for a company I work with, so I can't share the live app, the prompts or any real data. The screenshots show the real interface filled with made-up customers and messages.
An AI support inbox that syncs, translates, triages and answers customer email, now rolling out to full auto-reply.

The problem

01 / 04

Three separate tools

Support started in webmail, then moved to a translator and a separate draft. Every ticket meant switching between three disconnected tools.

Support workflowBefore · every ticket
Webmail
Tool 1
AI translator
Tool 2
Draft
Tool 3
4tab switches
3copy-pastes
Everyticket

02 / 04

Two copy-paste translations

The team translated each message into English, then translated the reply back into German. Both steps relied on manual copying and pasting.

Support workflowBefore · every ticket
Incoming email · DE

Hallo, ich möchte meine Bestellung ändern…

select all

Translate DE → EN

Understand the request

Translate EN → DE

Prepare the answer

4tab switches
3copy-pastes
Everyticket

03 / 04

A manual draft for every reply

Every response began from a blank draft, even for familiar questions. The same answers had to be written again and again.

Support workflowBefore · every ticket
Untitled replyStart from blank

To: customer@email.de

Hi — thanks for reaching out. I've checked your order and…

No template · no shared contextTranslate next
4tab switches
3copy-pastes
Everyticket

04 / 04

No shared workflow

Webmail held the messages, but not ownership, history or ticket status. The team had no shared view of what needed attention.

Support workflowBefore · every ticket
Inbox

12 unread

No owner

Translator

Text only

No history

Draft

Local copy

Not shared

Sent mail

Delivered

No ticket status

4tab switches
3copy-pastes
Everyticket
What solves it

One CRM handles the whole flow

Email syncs, translates, gets triaged and becomes a ready-to-review reply—in one place.

01

Sync

02

Translate

03

Triage

04

Reply

Inbox

One translated inbox

Mail syncs every 10 minutes and is threaded into one conversation per customer and topic, shown in English.

  • Replies, forwards and Shopify contact forms grouped together
  • One-click switch back to the original German
Prevae CRM — One translated inbox
AI triage

Sorted before anyone reads it

The AI reads the full history, tags the topic and picks the next step and the playbook for it.

  • Spam and no-reply mail filtered out of the queue
  • Refunds and edge cases go to Needs Human, with the reason
Prevae CRM — Sorted before anyone reads it
Auto-reply

German replies, rolled out safely

Routine cases get a reply in the brand's voice, written from the playbook for that request type. While auto-send is being tested, a person gives each one a final check.

  • English version and double-check notes for the reviewer
  • Routine cases switch to auto-send once the replies are proven
Prevae CRM — German replies, rolled out safely

The outcome

10 minBetween inbox syncs, around the clock
5Steps automated, from sync to a ready reply
100%Of AI replies checked while auto-send is tested

Gallery

Inbox — AI-tagged queue, translated thread, English → German reply
AI triage moves an exception request to Needs Human, with the reason
An AI reply in review before it goes out, while auto-send is being tested
Draft a reply from a playbook, one per request type

Tech stack used

Built with Next.js, TypeScript, Firebase, Gemini AI, Tailwind CSS, and shadcn/ui.

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