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Product questions, technical issues, account access, billing, and ongoing cases. Sundae investigates and handles the next step, bringing your team in for approvals and exceptions.
Sundae follows the request across your tools, keeps the customer informed, and brings your team the decisions that need them.
Sundae reads the conversation, checks relevant customer history, and retrieves the records it needs from your connected systems.
Sundae consults your help articles, support guidance, and known issues. When information is missing, it asks rather than guesses.
Sundae responds to the customer’s situation. Routine replies send automatically when enabled and quality review passes; other replies stay ready for your team.
Review the details before authorizing a change involving money, a policy exception, or another consequential action. Sundae executes the approved action and uses the result to continue the conversation.
Ask about a finding, correct a fact, or take over. Discuss a ticket without rewriting the customer draft on every message.
Review teammate corrections and resolved conversations to find gaps. Publish useful guidance for future tickets without turning a one-off exception into a general rule.
The customer sees two charges. Sundae checks what happened before deciding whether to explain the billing, ask a question, or propose a refund.
The agent reads the conversation, checks connected payment records and billing guidance, and looks for any earlier refund or promise.
If the relevant payment or account is unclear, Sundae asks for the missing details through an appropriate private channel.
If a refund is warranted and supported by the connection, Sundae proposes the payment and amount for approval. Otherwise, it explains the finding or brings your team the unresolved question.
Sundae carries out the approved action and bases the customer update on the result. If the outcome is uncertain or work is still owed, the ticket stays open.
Connect conversations, knowledge, and business records. The systems you connect determine what Sundae can investigate and do.
Conversations & help articles
Community support
Orders & refunds
Payments & subscriptions
Fulfillment & inventory
Orders & shipment tracking
Parcels & shipping labels
Couriers & tracking
Affiliates & commissions
More in your stack? Connect compatible remote tools through MCP after reviewing their permissions.
You choose the accounts and permissions.
No. Routine replies can be sent automatically when the organization’s mode allows it and review passes. Your team can also work in draft mode.
Actions involving money, policy exceptions, and other consequential changes require teammate authorization. A proposal shows the target, details, and expected effect before it runs.
The workflow stays familiar, but access follows the channel. Public Discord conversations have additional boundaries around private account information.
Sundae works with connected systems. The tools available to the agent depend on your organization’s integrations and granted access.
The agent should explain what it could not check or do and what your team needs to handle. A drafted promise is not a completed action.
Why we start with investigation and keep your team close to the decisions that need judgment.
