Collect the order reference
Ask for the relevant transaction reference and verify access before discussing private details. A claimed connection to an order is not enough.
Built around your business
Two sides of the order. One clear owner.
Bring buyer and seller requests into a support workspace where the team can keep the context and decide who should act next.
A connected support dayThe next person
The next person
gets the whole story.
A buyer reports a delivery problem while the seller contacts support separately. Staff need to understand the relationship without exposing private information to the wrong party.
Related history and a shared working Inbox help the team pick up the request with context. Internal Team conversations keep colleagues close to the answer.
Explore this part of Message →For MarketplacesUseful work.
Useful work.
Clear next steps.
Build around the requests your team already handles. Start with the knowledge, channels and handoffs that make those conversations easier.
Explain the published process
Use approved guidance for delivery questions, returns and disputes. Exceptions and decisions go to the marketplace team.
Keep private discussions private
Use internal notes and Team conversations for coordination. Do not copy a seller’s private information into the buyer’s reply.
Coordinate the resolution
Give the next colleague a clear task and the conversation context. Keep a callback or escalation assigned until someone owns the response.
Teach it your businessGood answers start
Good answers start
with your knowledge.
Scan your website or answer the onboarding interview. Review the drafts, publish approved answers and set company-specific guidance for AI. Connect only the sources that belong in this workspace.
See how Message AI learns →“Who handles this delivery issue?”
“What is the dispute process?”
“Can someone review my existing request?”
Connected context
Bring the relevant tools.
Choose connections for your workflow. Open each guide to see its actual capabilities, required permissions and setup.
Start with one real requestMake the trial
Make the trial
look like your workday.
Connect one channel, publish a small set of approved answers and invite the people who will use the workspace. Test the experience from both sides of the conversation.
- Ask a routine question your team answers every day
- Try a request that needs customer verification
- Ask for a person and review the handoff
- Continue the request through a second channel
Before you start
A few useful answers.
Does AI arrive knowing our marketplaces business?
No. Build its knowledge from your approved information and connected sources. Review generated articles, configure company guidance and test your actual questions before enabling customer-facing replies.
Can a person take over?
Yes. Your team can handle requests that need judgment, authorization or information AI does not have. Use assignments, internal discussion and customer history to give the next person the context.
Does every connected system allow AI to make changes?
No. Read-only connections provide permitted information; they do not authorize refunds, cancellations, account changes or other actions. Check each connector’s capabilities and keep decisions with the appropriate person or system.
What does a workspace cost?
Chat, Tickets or Phones start at $5/month each with five human support agents included. Support is $10 and Business is $15. Additional services, AI add-ons and usage can be charged separately. The pricing page explains the starting costs.