NexReply logo

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.

Book a demo See how it works
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
  1. Email arrives → AI understands the question
  2. AI links to approved instructions for each question type
  3. Automatic retrieval of customer data (order, shipment, address, status)
  4. AI enriches the reply with context and a personal tone (greeting, brand voice, empathy, order number, tracking link, delivery time)
  5. Customer receives a personalized, friendly, and complete reply within minutes
  6. Unclear/exceptional questions → forwarded directly to an agent (fallback)
  7. Agents save time for the truly important questions
80–90%
of emails automated
-75%
shorter response time
95%
customer satisfaction

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)
Book a demo

How it works

  1. 1. Connect

    We connect your mailbox or ticketing system and prepare AI-powered categories and instructions for you.

  2. 2. Matching

    Incoming emails are recognized and mapped to instructions.

  3. 3. Fetch data

    Automatically fetches order, shipping, and customer data for context.

  4. 4. Auto reply

    AI adds context and a personal tone — a friendly, complete reply within minutes.

  5. 5. Fallback

    Unclear or exceptional messages? → Forwarded directly to a human agent.

Everything you need

We set everything up for you; you can always follow along and make adjustments. 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.

Customer stories

Real-world examples of e-commerce teams automating customer support with NexReply.

Case Wandelsok

February 2026

Wandelsok

Smarter customer service for e-commerce — without a chatbot or AI agent, but with immediate results.

View case →
Case BoekenBladKado.nl

December 2025

BoekenBladKado.nl

NexReply recognizes incoming emails, matches them to approved instructions, and enriches replies with order and shipping data — brand-consistent, in any language.

View case →
View all cases

Works with your systems

Connect your webshop, ERP, ticketing, and carriers in minutes.

Shopify WooCommerce Magento PrestaShop Lightspeed Shopware PostNL DHL GLS Zendesk Freshdesk Gorgias Jira

Fair pricing

Start small and scale as your team grows. 1 month free — no obligations. Custom plans available.

Starter
€49 /month
🌟 Try 1 month free now!
  • • Matching + AI replies
  • • Review mode
  • • Up to 200 emails/month
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Choose Starter
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Team
€99 /month
🌟 Try 1 month free now!
  • • Matching + AI replies
  • • Review mode
  • • Up to 500 emails/month
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Choose Team
🎁 Bonus
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€179 /month
🌟 Try 1 month free now!
  • • Matching + AI replies
  • • Review mode
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Premium
€315 /month
🌟 Try 1 month free now!
  • • Matching + AI replies
  • • Review mode
  • • Up to 1000 emails/month
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Choose Premium
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€365 /month
🌟 Try 1 month free now!
  • • Matching + AI replies
  • • Review mode
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Prices are indicative and may vary by volume, number of mailboxes, and integrations. All plans include a 1-month free trial — no obligations.

Knowledge & updates

Practical articles about AI customer support, email automation, and scalable support processes for e-commerce teams.

All articles

Frequently Asked Questions

Is this a chatbot or a helpdesk system?
NexReply is an AI layer on top of your existing mailbox or helpdesk. It automates customer email replies inside your current workflow—no website chat bubble required.
Will NexReply replace my support team, or assist them?
NexReply drafts replies and/or auto-sends. You decide per mailbox whether to auto-send or require review. It’s assist-first: full automation where you want it, human control where you need it.
Does it work with my existing email addresses (e.g., info@ or support@)?
Yes. We connect to your existing mailboxes (IMAP/SMTP or forwarding) and reply in the same thread. We also integrate with CRMs, ticketing tools and custom systems. No fixed limits—if it has an API, database, export or mailbox, we can connect it.
Is it only for e-commerce, or also for other sectors?
For any organisation with customer support. E-commerce gains a lot (orders, returns, shipping), but B2B, SaaS, healthcare, professional services and public sector benefit too. Pulling data from other systems is fully automated—extra time saved.
How does NexReply know the right answer?
We pre-define answers and rules together with you. The AI does not invent facts—it refines: injects customer/order data, adapts tone to your brand and can add empathy, all within strict guardrails (configurable per mailbox).
Do I need to create rules or canned answers, or does the AI handle it?
We handle it for you: integrations are set up free of charge, and we co-create rules and templates. The AI drafts and applies them within the agreed guardrails.
Can NexReply fetch data from my store (like order status or customer details)?
Yes—and beyond. We integrate with web stores, CRMs, ticketing tools, ERP/WMS, shippers and custom systems. No fixed limits: if there’s an API, database, export or email, we can connect it.
What happens if the AI is not confident?
The email is routed to a human for review—no auto-send. You control thresholds per mailbox.
How long does it take to connect NexReply to our store or mailbox?
We do the heavy lifting end-to-end: mailbox connections, integrations and rules. You provide access/keys; we deliver a working setup.
Do I need technical skills to use it?
No. Onboarding is fully guided. We set it up and manage it so your team can start right away.
Can I review or edit AI replies before sending?
Yes. Per mailbox you can require review. Editing and sending is a one-click action. Prefer full automation? Also possible—per mailbox.
Is there a “review mode” so emails get approved first?
Yes. Review mode is configurable per mailbox. You can add exceptions (e.g., some topics auto-send, others require review). Sending remains a one-click experience.
Can I control tone and language?
Yes. Set brand tone, formality and language preferences. NexReply supports all languages and can operate multi-lingually within a single inbox.
How many emails per day can NexReply process?
No fixed limits. NexReply is fully automated and scales to your volume, enabling very high throughput.
Are the answers always correct and professional?
Yes: answers are pre-defined together with you; the AI fills them with the right data and tone—without inventing facts. For extra assurance you can enable thresholds and review; everything is logged.
Can I see reports of automated vs. manual handling?
Yes. Up-to-date statistics per period and per mailbox, including share of automated vs. reviewed and volumes per category.
How do you handle privacy and GDPR?
We follow GDPR principles (data minimisation, purpose limitation). A Data Processing Agreement (DPA) is available upon request.
Is email and customer data stored securely?
Yes. Encryption in transit and at rest, role-based access and audit logging. Access is limited to authorised users.
Can NexReply manage multiple mailboxes (e.g., support + sales)?
Yes. Multiple mailboxes/brands per account, each with its own rules, tone and automation.
Does it work with Outlook or Gmail?
Yes. We connect via IMAP/SMTP. You can keep using Outlook/Gmail; replies stay in the same threads.
Can I automate CCs or follow-up emails?
Yes. Add CC/BCC and schedule follow-ups (e.g., reminders or internal escalations).
Do you help with onboarding and “training” the AI?
Yes. We fully handle integrations, rules, templates and ongoing fine-tuning together with you.
How fast is your support if something breaks?
We’re broadly available and respond quickly; incidents are prioritised. Support is not limited to office hours.
Can I try it first or get a demo?
Yes. Request a demo or pilot and we’ll show NexReply on your real cases.

Book a demo

Show us your emails; together we’ll set up a trial in review mode. You’ll immediately see if it fits.

  • • Implementation within a few days
  • • Works with your existing tools