Connect your support mailbox
Connect Zoho Mail to load customer conversations and create replies.
Select a conversation
Read the complete thread, review order context and reply from one screen.
Previous conversations with this customer
SHOPIFY
Order lookup
Find an order, inspect the customer context and start a new email.
Results
No search performed.
Ready to search
Enter an order number or customer email.
OUTBOX
Scheduled emails
Edit, reschedule, send now or permanently delete messages scheduled through Zoho.
No schedule loaded
Open this section to load Zoho Outbox.
SYSTEM
Settings
Manage everything the reply assistant knows without losing your existing SOPs or learning.
AI KNOWLEDGE BASE
Comfi Support Brain
Structured rules, reusable variables and product-specific guidance. Only the relevant flow is sent to the AI.
Everything the assistant knows
Search, scan and jump directly to the item you need to change.
These apply to every reply, regardless of the selected flow.
Reusable variables
Keep operational facts in one place. Use placeholders such as {{returns_address}} inside flows and FAQs.
Approved FAQs
Trigger-based answers. Only matching FAQs are included in a draft prompt.
CONTROLLED LEARNING
Learned writing style
These rules are applied automatically to future drafts. They only come from your approved learning review, manual edits here, or explicit LEARN: commands that you type.
What to do
Positive preferences such as shorter paragraphs, direct openings or a particular level of formality.
DO NOT DO
Things to avoid
Negative preferences learned from commands such as LEARN: do not use “rest assured”.
Using LEARN inside an email prompt
Put the learning instruction on its own line. The dashboard saves it, removes it from the customer-facing prompt and applies it immediately.
Keep this reply short. LEARN: do not say “we understand how frustrating this must be”.
Be specific. A vague instruction such as LEARN: do not do this will not be saved.
Ordered support flows
The router scores the customer's latest message against enabled flows. Higher cards win ties. Only the selected flow is sent to OpenAI.
Test the router without using OpenAI
Paste a typical customer email to confirm which flow would be selected. This costs no AI tokens.
Shopify products
Select the real Shopify product, then add model-specific answers, common faults and return notes.
LEARNING REVIEW
Suggestions from your sent emails
The dashboard proposes reusable operational guidance and writing preferences from repeated answers. Nothing becomes active until you approve it.
TICKET LIFECYCLE
Open and Closed
Close ticket marks the Zoho thread as read and removes it from Open.
New customer reply in the same conversation automatically reopens it.
Sending, scheduling or saving a draft does not close a ticket.
EMAIL DEFAULTS
Default email subject
Used automatically for replies and new emails. You can still edit the subject before sending each email.
Example: Message from Comfi
AUTOMATIC REPLY EXCLUSIONS
Ignore acknowledgement emails
Outbound messages matching these templates never count as a human reply. Separate multiple templates with a line containing ---.
CONNECTIONS
System health
- Shopify
- Orders connected through the configured app.
- Zoho Mail
- Checking connection…
- OpenAI
- Checking configuration…
Reconnect Zoho to refresh mailbox permissions. Disconnecting removes only the saved Zoho authorisation and does not delete tickets, LEARN rules, SOPs or Shopify data.
OPENAI
Reply model
Choose which OpenAI API model writes replies and studies sent emails.
GPT-5 mini is the best default balance for customer-support replies.
BACKUP
Export or restore
Backup Support Knowledge, learned rules and ticket states before major changes.