# Customer Service: every reply approved by you | BYOM URL: https://byom.co/customer-service Markdown: https://byom.co/customer-service.md Last updated: 2026-10-04 > Keep Gorgias, Zendesk or Freshdesk. BYOM connects your helpdesk to your store, stock and policies, so Kina drafts every answer with the full picture and a person approves every reply. A drafted reply waits on every ticket, checked by the judgment engine, and is sent through your helpdesk once a person approves it. ## The problem - The answer lives in other tabs: Fit notes sit on the product page, stock in the store admin, the returns rule in a document and the last conversation deep in the helpdesk history. - The same questions, all day: A handful of questions fill most of the queue, and the product page that keeps causing them never gets fixed. - Helpdesk AI only knows the helpdesk: It sees the ticket but not your stock, your orders or your policies, so it guesses or hands the question straight back. - One wrong reply costs more than a slow one: A promised refund or an invented delivery date damages trust faster than waiting, so most teams keep AI away from customers altogether. ## Helpdesks Your team keeps its helpdesk. It stays the system of record, and BYOM joins it to the rest of your business. - Gorgias: Tickets and messages; Customer history in Gorgias. - Zendesk: Tickets and comments; Requester history in Zendesk. - Intercom: Conversations; Contact history in Intercom. - Freshdesk: Tickets and conversations; Requester history in Freshdesk. ## The Customer Service screens - Inbox: Tickets and conversations from every helpdesk you connect, in one place, each with its draft and its evidence. - Knowledge: The policies, product facts and answers Kina may use, each with its source, approved by your team. - Try it: Ask Kina a customer's question and see the answer it would give, before any customer does. - Permissions: Choose, job by job, what Kina may prepare and how much approval each one needs. - Quality: Where answers fell short and why, grouped by cause, so the fix goes to the source. - Topics: What customers keep asking about, with the products and pages behind each question. - Results: Conversations, resolved tickets, actions taken and typical first reply time, counted from your own queue. - Nothing to rebuild: Your views, rules and history stay in the helpdesk. It stays the system of record. ## How a ticket gets answered - 01 Arrives: A customer writes in and the ticket lands in Gorgias, Zendesk or Freshdesk as it does today. BYOM reads it into one inbox, and your team keeps working where it always has. - 02 Kina reads: Kina reads the ticket beside the order, your catalogue, your stock and the customer's history in your helpdesk, and shows you what it read. - 03 Kina drafts: A drafted reply waits on every ticket. It only says what the evidence supports, names where each fact came from, and follows the tone and policies your team has taught Kina. The judgment engine checks it against your rules before it reaches you. - 04 You approve, your helpdesk sends: Edit it, approve it or decline it. Once a named person approves, BYOM sends the reply through your helpdesk, once, and keeps a receipt of what was sent and what it rested on. ## Where the answers come from - Your helpdesk: Tickets, conversations and customer history. - Products: Descriptions, sizing and product details from Shopify. - Stock: Live stock levels from Shopify. - Policies and tone: What your team has taught Kina in shared memory. - Orders and tracking: The order, its fulfilment and where the parcel is. - Returns and exchanges: Return status and exchange options. - Payments: Payments and refunds beside the order. - Email campaigns: The campaigns and codes a customer received. ## You stay the approver Kina drafts the reply. The judgment engine checks it. You approve it. BYOM sends it through your helpdesk, once, and records the proof. - Evidence first: You see what Kina read before you read what it wrote. - A named person approves: Nothing reaches a customer or your store without approval from someone on your team. - Your tone and your rules: Tell Kina once in shared memory how you speak and what you allow, and the whole team benefits. - Approval you set, job by job: In Permissions you choose what Kina may prepare and how much approval each job needs, including a second person on replies to customers. - Checked before it reaches you: The judgment engine checks each draft against your policy and what Kina must never say, by meaning, and tells you plainly when it needs you. - Proof for every conversation: What was drafted, who approved what, and whether each change was confirmed, kept with the conversation. ## Fix it at the source - Repeat questions traced to the product page behind them in Topics, with the fix proposed. - Refunds, checked against your policy before you sign. ## What changes for your team - For the people answering: The facts arrive beside the ticket, so the day goes on the conversations that need care rather than on hunting across tabs. - For whoever runs support: Ask Kina what customers are asking about most this week and which products cause it, and wait longer before you need the next support hire. - For the founder: Answer every customer as you would, at the volume you actually have, with a person behind every reply and proof of how each conversation was resolved. ## Questions - Do we have to leave our helpdesk? No. Your team keeps Gorgias, Zendesk or Freshdesk, with its views and history. BYOM connects to it and joins it to the rest of your business. Your helpdesk stays the system of record. - Which helpdesks does BYOM connect to? Gorgias, Zendesk and Freshdesk today. Tickets and conversations read into one inbox in BYOM, beside your Shopify store. - Does Kina reply to customers on its own? No. Kina drafts, and a named person on your team approves every reply before it is sent. Once approved, BYOM sends it through your helpdesk, once, and keeps a receipt. - Where do the answers come from? From your own business: the order and its tracking, the product record and stock in your store, the customer's history in your helpdesk, and the policies and tone your team has approved in Knowledge. Every fact in a draft names where it came from. - Can Kina answer where is my order questions? Yes. It is the first Rail: Kina gathers the order and the tracking, drafts the reply, the draft is checked, and a person approves it before it is sent. - Can Kina issue refunds? Kina prepares the refund against your policy, and nothing is refunded until a named person approves it. - Can we test Kina before customers see anything? Yes. In Try it you ask a customer's question and see the answer Kina would give, with its sources. Nothing is sent. - How do we know a draft follows our rules? The judgment engine checks each draft against your policy and what Kina must never say, by meaning and not only by exact words. It says Confirmed, Needs you, Unclear or Unavailable, and a person still approves the reply. - Does BYOM add a chat widget to our store? No. Customers keep writing in the way they do today, and every channel your helpdesk collects arrives in the same inbox. - What does it cost? Customer Service is part of your BYOM plan, from £200 a month, with integrations included. Kina's usage counts against the AI credits in your plan. There are no fees per resolution. - How is this different from the AI already in our helpdesk? Your helpdesk stays the system of record, and BYOM does not replace it. The difference is what sits behind the draft: the order, the stock, your policy and your brand memory, read together, then an independent check before the draft reaches a person, and a receipt for every reply sent. - How long does it take to set up? Connect your helpdesk and your store on day one, and Kina starts drafting from your real tickets the same day. Nothing reaches a customer until a person on your team approves it.