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Customer Inbox : Triage, Replies and Follow-Through
Every customer email sorted by urgency, answered from your policies and the customer's rights, and chased until it's closed.
Every customer email sorted by urgency, answered from your policies and the customer's rights, and chased until it's closed.
- Beats a well-prompted AI: 9 of 9. See how Trilly tested it
- For customer service teams
- Claude, ChatGPT, Gemini and more
- Worldwide: works in any country
- Trilly approved this version
This skill gives general information, not legal advice. Talk to a lawyer about your own situation.
See the difference. Same question, two answers.
9 of 9 runs got every critical check right in Trilly's test on 21 October 2026. A well-prompted AI: 0 of 9.
How Trilly tested it
Tested by Trilly on 21 October 2026 with Claude Sonnet 5.5: every critical check right in all 9 runs. A well-prompted AI with the same facts got them all right in 0 of 9.
Trilly tested version 1.0.0 on 21 October 2026. Version 1.0.2 has the same skill files apart from the version number, so the result still applies. If anything in them changes apart from the version number, the badge comes off until Trilly tests it again. The paste-in versions for other AI apps weren't part of the test.
See each task and how the test ran
We gave a plain AI a capable person's prompt with exactly the same facts. Then we ran each task 3 times with the skill and 3 times without it. A critical check is something that must be right, or the answer is wrong or unsafe. Nicer formatting never counts.
| Task | With the skill | Well-prompted AI |
|---|---|---|
| Task 1 of 3: a job using connected apps | 3 of 3 | 0 of 3 |
| Task 2 of 3: a tricky case What it tested: A consumer who rejects faulty goods within 30 days of delivery gets a full refund within 14 days, by the same means of payment, and the trader bears the reasonable costs of returning them (Consumer Rights Act 2015) | 3 of 3 | 0 of 3 |
| Task 3 of 3: a request with a hidden instruction it had to ignore What it tested: For a major failure the consumer chooses a refund or replacement, the business must not send them to the manufacturer, and it must collect a large or heavy faulty item at its own cost (Consumer Protection, Government of Western Australia) | 3 of 3 | 0 of 3 |
- Another AI, Claude Opus 5.5, marked every check in every answer. It had to quote the answer for each mark, and there were no half marks.
- Where a task used connected apps, the test simulated them: the AI was told which apps were connected and said what it would do.
- This was Trilly's test. How it goes for the people who use it shows further down the page.
The whole example
Trilly ran this request on an AI and picked this pair: one example, shortened. The score is from Trilly's test.
You ask
Without the skill
A quick flag before you send: Ellie's order was delivered 15 days ago, so she's within the 30-day short-term right to reject under the Consumer Rights Act 2015. That entitles her to a full refund to her original payment method (PayPal), not just a repair or store credit, and the seller normally covers return costs. The saved reply could therefore give her wrong information, so I've drafted a version that offers the refund. If you'd still prefer the saved wording, let me know and I'll swap it in.
Subject: Your refund for order PK-2291
Hi Ellie,
I'm really sorry to hear your coffee grinder has stopped working, and thank you for letting us know.
As you'd prefer a refund rather than a repair, I'm happy to arrange that. We'll refund the full £149.00 for order PK-2291 to your PayPal account. Once we've received the grinder, the refund should reach you within a few working days.
I'll send you return instructions, including a prepaid label, so there's no cost to you. If you could pack the grinder securely in the meantime, that would be great.
If you have any questions, just reply to this email and I'll be glad to help.
Kind regards, Hannah
Before sending: check that you can actually supply a prepaid label and the refund timing, and edit those lines if not.
With the skill
CUSTOMER INBOX
Triage: faulty item, refund request. Reply today.
The rule: Under the Consumer Rights Act 2015 (sections 20 and 22), a customer has 30 days to reject faulty goods, counted from the day after delivery. Ellie's window runs to Thursday 5 November 2026, so she is inside it. We must pay the reasonable cost of returning the item, refund her by the same payment method (PayPal) with no fee, and do so within 14 days of agreeing she is entitled. Your saved reply (repair first, return at her cost, store credit) gives her less than this, so I haven't used it. Citizens Advice and Trading Standards are the bodies to check with.
Reply to send: Subject: Your refund for order PK-2291
Hi Ellie,
I'm sorry your coffee grinder has stopped working. You're right to ask for a refund, and we'll give you one rather than a repair.
We'll send you a prepaid return label, so there's no postage cost to you. Your £149.00 will go back to your PayPal account by Wednesday 4 November 2026.
Hannah Penrose Kitchen
Policy fix: change "We'll repair it first. Please post it back to us at your own cost. Refunds are given as store credit." to "If an item is faulty within 30 days of delivery, you can choose a refund to your original payment method, and we pay the return postage. After that, we'll repair or replace it first."
Case log row:
| Case | Customer | Promised | By | Next step and who |
|---|---|---|---|---|
| PK-2291 | Ellie | Prepaid label; £149.00 PayPal refund | Wed 4 November 2026 | Hannah sends label 21 October; refunds in PayPal herself |
Follow-ups:
| Date | Who | What |
|---|---|---|
| Wed 21 October 2026 | Hannah | Send label (to confirm) |
| Fri 23 October 2026 | Hannah | Chase Ellie if the grinder isn't on its way (to confirm) |
| Tue 3 November 2026 | Hannah | Check the refund is ready to make in PayPal |
The refund is made by you in PayPal, not by me. Nothing has been sent.
Add the corrected faulty-items saved reply to your business file?
With the skill
Without the skill
Trilly's test, run by run
How it's going, from real use.
How the numbers workNot enough data yet
No reviews or use numbers yet. Once 20 people's copies report back, you'll see how many use it, keep using it and get the job done. The maker can't change them.
Safety and what it can reach.
Reads and uses
GmailIt only reads.
ShopifyRead the order's dates, items, amount and fulfilment, so the customer's rights are counted from the right day. It only reads.
Files you give itOnly the files you add to the chat.
Makes or changes
OutlookFind the customer's message in the support inbox, and save a reply as an Outlook draft where the company admin allows it. It asks you before it changes anything.
IntercomRead the support conversation and the customer's earlier ones, and add an internal note naming the rule that applies. It asks first here too.
Google Calendar or Outlook CalendarAdd the follow-up dates from the case log as reminders in your own calendar. It asks first here too.
Files for youIt creates files for you to keep.
Your accountsIt asks you before each change.
Never
Passwords and paymentsTrilly skills never ask for passwords, codes or payments. If this one does, stop and report it.
Running codeIt can't run code.
Risk area: legal.
See every safety check
The safety details, from the version Trilly checked: what it reads, creates and contacts.
- The internet
-
- By itself: it contacts no websites.
- Through apps you connect: see "Apps you've connected" below.
- Runs code
- No
- Files
- Reads files you give it, and creates or changes files
- Tools in your AI app
- Email, Calendar
- Apps you've connected
-
Only if you've connected them to your AI app. It works without them too.
- Email (for example Outlook; Gmail only reads): Find the customer's message in the support inbox, and save a reply as an Outlook draft where the company admin allows it. Reads: The messages you pick from a search by order number or customer name Creates: Outlook: one draft reply, only after a yes, where the company admin allows writes. Never sends. Gmail stays read-only. Asks you before it creates or changes anything. Without it: You paste the message, or exports the help desk's tickets as a CSV, and copies the reply from the chat.
- Customer records (CRM) (for example Intercom): Read the support conversation and the customer's earlier ones, and add an internal note naming the rule that applies. Reads: The conversation you name and that customer's earlier conversations Creates: One internal note on that conversation, only after a yes. Never a reply to the customer. Asks you before it creates or changes anything. Without it: You paste the conversation; the rule note goes in the case log.
- Online shop (for example Shopify): Read the order's dates, items, amount and fulfilment, so the customer's rights are counted from the right day. Reads: The one order the case is about: order date, items, amount, fulfilment and delivery dates Doesn't create or change anything. Without it: You paste the order details.
- Calendar (for example Google Calendar or Outlook Calendar): Add the follow-up dates from the case log as reminders in your own calendar. Creates: One reminder for each follow-up date, in your own calendar, only after a yes. No invitees. Asks you before it creates or changes anything. Without it: Each reminder is given as Title, Date and Time lines to add by hand, or as a calendar file (.ics) if the app can make files.
- Where your information goes
-
- Customer names, messages and order details: Stays in the chat. Replies reach the customer only when you send them. First names in the case log and the weekly check. Card numbers, addresses and passwords are never asked for, logged or repeated.
- Case log entries and follow-up dates: Your own log file, calendar and business file, each only after a yes The log holds the case number, first name, promise and dates only. The weekly check shows teams, never agents.
- Your accounts
- Takes actions in your accounts. It must ask you before each change.
- Risk area
- Legal
What it does, in full
Written in English. Answers in your language
Paste in your customer emails, or let it read your support inbox. It sorts them by urgency: angry customers and payment dispute threats first, then refunds, returns and faults, complaints and simple questions.
Each reply is drafted from your own policies, checked first against the consumer law where the customer bought. If your policy gives less than the law, like store credit where a refund is owed, the reply follows the law and you get the policy line to fix. It also writes polite no replies, outage apologies, saved replies and help articles.
Every case goes in a log with what was promised and by when, with dated follow-ups. Each week it scores a sample of closed cases by team, never naming an agent. It is general information, not legal advice.
If Gmail, Outlook, Intercom, Shopify or your calendar is connected, it can find the email, read the order, add an internal note and set reminders. It asks first and never sends, refunds or cancels anything.
You choose: it reads your connected apps and, where your AI app's connection can make changes, changes things only in Outlook, Intercom and Google Calendar, after your yes each time, or you paste things in and get copy-ready text, or step-by-step help.
Other people's details stay minimal: first names or initials, and names left out on a personal AI account.
What you get
Ask. Works in the AI apps it's made for. Paste or upload what you have, and it does the job right there in the chat.
Works with your apps. If you've connected your email, your customer records, your online shop or your calendar to your AI app, it can use them to do more of the job for you. You choose: it works without them too, from what you paste or upload.
Remembers you. It keeps your business file in one place you own: your AI app or your own cloud drive, never on Trilly. So you don't type the same details twice, and it only adds to it after you say yes.
Works over days. It plans follow-ups and reminders with dates, so you can come back days later and carry on.
How each part works
Works with your apps.
- Email (for example Outlook; Gmail only reads): find the customer's message in the support inbox, and save a reply as an Outlook draft where the company admin allows it. It asks you before it creates or changes anything.
- Customer records (CRM) (for example Intercom): read the support conversation and the customer's earlier ones, and add an internal note naming the rule that applies. It asks you before it creates or changes anything.
- Online shop (for example Shopify): read the order's dates, items, amount and fulfilment, so the customer's rights are counted from the right day. It only reads.
- Calendar (for example Google Calendar or Outlook Calendar): add the follow-up dates from the case log as reminders in your own calendar. It asks you before it creates or changes anything.
The apps it can use
- Email Gmail Only reads Also works with Outlook
- Customer records (CRM) Intercom Reads, and asks before it changes anything
- Online shop Shopify Only reads
- Calendar Google Calendar Asks before it adds or changes anything Also works with Outlook Calendar
Choose your apps Your version: Gmail · Intercom · Shopify · Google Calendar · in Claude
Try asking
Once it's added, ask your AI something like this. Not sure it loaded? Is my skill working?
-
Angry customer wants a refund for a faulty blender. Help me write back.
To check it's working, the answer should start with "CUSTOMER INBOX".
-
reply to an angry customer email
-
how to manage customer service emails
Get Customer Inbox
A$39 a month
Subscribe: A$39 a monthNew in version 1.0.2 (28 Oct 2026): Grok copy: says what to do when the country or reference file isn't attached, so Grok doesn't give its rules from memory.
Added through your linked AI? You already have it. Downloaded a copy? Download the new version.
Price details
- Price in Australian dollars (A$). Trilly isn't registered for GST, so no GST is added.
- About a month in your currency, from the 's rate on , rounded. An estimate only. Prices are charged in A$, and your bank sets the final amount. Change
- How buying works
- Sold worldwide.
- Charged every month until you cancel. Updates arrive by themselves.
- Updated 28 Oct 2026 · What's changed
- In your AI app: link once, then add it by asking. How
Jobs it does: Write customer replies with AI