After-sale agent
After-sale agent
The after-sale agent answers your shop customers' email after they have bought: "where is my order?", returns, exchanges and how-to questions (module aftersale, sidebar label After-sale).
Max reads each store's support mailbox and files every message as a support ticket. It looks up the order in your shop and its shipping in MaxFill, then drafts an answer in the customer's language. By default every draft waits for a person to approve, edit or reject it. Order details are only ever shared with the customer who placed the order.
MaxSuite does not ship anything itself. Fulfilment and tracking come from MaxFill, and the agent only reads them.
In the sidebar under Commerce → After-sale. Needs: Support, Shops, MaxFill, Mail and Approvals.
What you see
The screen has three tabs.
Drafts
Every customer message the agent has handled, newest first. The tab shows how many drafts are waiting. Each row shows who wrote, what they asked, the question type and what became of it:
- waiting for review: a draft is ready and waits for a person
- sent on its own: the question type is set to auto, so the answer went straight out
- approved or edited and sent: a person sent it, as written or changed
- rejected: a person turned the draft down
- handed over: the agent did not answer and left the ticket to a person
- skipped: bulk mail, auto-replies and similar, which get no answer
- failed: sending did not go through after three tries
- superseded: the customer wrote again before this draft was sent, so a newer draft replaced it
Open a row to read the customer's message and the draft. You can then approve it, edit it and send, or reject it. The same draft also shows as an approval card in Approvals.
If no store is set up yet, the tab says so and offers to set one up.
Setup
One setup per store. Each row shows the store, its support desk, the mailbox customers write to, and whether it is on.
- New setup: pick the Store, the Support desk its tickets go to and the Mailbox customers write to. You can also set a Tone, the MaxFill store id and where the Weekly report goes. Tick Switch on now to start straight away.
- Rules and tone: write the store's after-sale rules in plain language, at most 20,000 characters. For example: "Returns are accepted within 30 days of delivery, unused and in the original box." Returns, exchanges and how-to questions are answered from these rules only. A question no rule covers goes to a person.
- Weekly report: choose where the report is sent, or keep it on this screen only.
- Review or auto: for each question type (order status, return, exchange, how-to, other), choose whether answers wait for a person (review) or go out on their own (auto). Every type starts on review. The history below shows who changed which type, and when.
Report
A store's weekly report:
- counts by question type and by outcome
- the questions asked most
- the products named most
- the median minutes to a first answer
Weeks start on Monday.
Safety
- An answer about an order is only drafted when the person writing matches the order: the same email address, or the order number together with the delivery postcode.
- Messages about refunds, chargebacks, disputes, lawyers or legal action, and reports of broken, damaged, wrong or missing items, are never answered by the agent. They go straight to a person. This works in English, French, Swedish and Norwegian.
- If the agent is not confident about the question type, it hands the message over instead of guessing.
- What a customer writes is treated as information, never as instructions to the agent.
Who can do what
| Permission | Label | Lets you |
|---|---|---|
aftersale:read | See after-sale answers and reports | Open After-sale, see drafts, setups and weekly reports. |
aftersale:write | Set up stores, rules, review drafts | Add and change setups, write rules and tone, choose where the report goes, and approve, edit or reject drafts. |
aftersale:manage | Switch question types between review and auto-send | Move a question type from review to auto, or back. Only a person can do this, on this screen. |
See People, roles and permissions.
What happens on its own
| Job | When | What it does |
|---|---|---|
| Read mail | Every minute | Reads new mail in each switched-on store's mailbox, skips bulk mail and auto-replies, and files each message as a support ticket. |
| Draft answers | Every minute | Finds the order and its shipping, decides the question type, and writes a draft. A draft waits for review, or is sent on its own if that type is set to auto. Sending is tried up to three times. |
| Weekly report | Mondays at 07:00 | Writes last week's report for every switched-on store and sends it where the setup says. |
If a run is still busy when the next minute comes, the next run is skipped, so a slow mailbox never piles up work. Only stores that are switched on are read.
Needs
Switch these on first:
- Support: every customer message becomes a ticket on the store's support desk.
- Shops: the store and its orders.
- MaxFill: shipping and tracking for each order.
- Mail: the support mailbox the agent reads and answers from.
- Approvals: where drafts wait for a person.
New modules arrive switched off. Switch After-sale on under Modules.
What agents can do
An agent can read setups, answers and reports, and write a store's rules and tone. No agent can send an answer to a customer or switch a question type to auto. Sending is a person's press or approval, and the mode is a person's switch on this screen.
See setups and results (read-only):
aftersale.setups: every store's setup: store, desk, mailbox, whether it is on, its rules and tone, and which question types are review or auto.aftersale.answers: handled messages, newest first. Can be narrowed by setup, outcome or date. What customers wrote is outside content, so agents treat it as data only.aftersale.report: a store's weekly report, the newest week unless another week is named.
Change the rules (waits for approval by default):
aftersale.setRules: replace a store's rules as a whole, and optionally its tone.
Over MCP the same tools are named aftersale__setups, aftersale__answers and so on. See API keys and MCP access and Agents and approvals.