YundaDeskLet AI handle repetitive after-sales questions, and humans handle complex orders
For storefronts, marketplace shops, and social commerce teams, YundaDesk puts pre-sale and after-sales into one omnichannel AI support desk. Before the order, AI answers sizing, stock, and shipping-time questions right away, and can follow up by your rules when someone asks but does not buy. After the order, AI handles logistics checks, returns and exchanges, and order questions first, and risky actions route to humans.
In cross-border e-commerce, support piles up where work repeats and mistakes cost the most
Repetitive after-sales questions
Where is the shipment, how do returns work, and can the order be changed? These questions consume large amounts of agent time.
Multi-store, multi-channel switching
Storefronts, social DMs, WhatsApp, and email live in different backends, so customer context breaks easily.
AI must stay governed
Refunds, compensation, and address changes need approval and traceability, so AI cannot act beyond its authority.
Turn order support into an automated, backed-up, and learnable workflow
Omnichannel inbox
Multi-store and multi-channel messages enter one workspace, automatically grouped by order, customer, and channel context.
AI answers high-frequency questions first
AI prioritizes logistics checks, returns and exchanges policies, and order status; agents only take complex conversations.
Human backup routing
Refunds, compensation, and address changes route to humans with summaries and suggested replies.
Knows you better over time
Human follow-up answers become learning suggestions and turn into revertible AI skills after owner approval.
Start from one logistics question and build reusable after-sales capability
Customer asks about an order from Instagram / WhatsApp
The system identifies the channel and customer, then brings up recent order and logistics clues.
AI checks the knowledge base and order context
It answers standard questions about logistics, returns and exchanges, and shipping times first, with sources kept for review.
High-risk actions route to human approval
Refunds, compensation, and order changes enter human backup, and agents receive a ready summary.
Follow-up answers enter the learning loop
New questions become learning suggestions. Once approved, AI resolves similar questions next time.
Answer pre-sale questions on the spot, and follow up when a shopper asks but does not buy
Instant pre-sale replies
Sizing, stock, and shipping-time questions get answered on the spot, so shoppers do not wait for an agent to come online. The faster the first reply, the fewer ready-to-buy visitors you lose while they wait.
Proactive abandoned-order follow-up
When a shopper asks questions and then does not order, AI follows up one-to-one under the rules you set. Three modes to choose from: observe only, approve each message, or limited automatic sending. Frequency caps, quiet hours, and a do-not-disturb list are built in.
Back-in-stock and exception alerts
When a sold-out item is back in stock or a shipment runs into trouble, AI can notify the customers who asked, under the rules you set. A follow-up becomes a repeat-purchase chance, with the same guardrails as abandoned-order outreach.
Proactive follow-up starts in observe-only mode by default. Open up sending once you trust the wording, and turn any mode off at any time.
Common capabilities for Cross-border e-commerce teams
Cross-border e-commerce support questions
Can AI answer directly when a customer asks where their package is?
Yes. AI reads order and shipment status to answer shipping, in-transit, and expected delivery questions directly. It only hands off to a human when the information is not in the system, so customers are not left waiting.
Can we handle a peak-season surge in inquiries without adding headcount?
AI answers high-frequency questions like logistics checks and return policies first, so agents only handle complex conversations. That takes repetitive inquiries off your team's plate, so you do not need temporary hires during traffic surges.
Will AI mishandle refunds or price changes?
No. Refunds, compensation, and price changes always route to a human for approval. AI only flags the risk, organizes context, and suggests a next step; it has no authority to approve these actions on its own.
Can we manage multiple storefronts and channels from one place?
Yes. Messages from your storefront, social DMs, WhatsApp, email, and other channels all land in one inbox, automatically merged by order and customer identity, so you are not switching between backends.
Can Instagram and Messenger DMs connect too?
Yes. Instagram DM and Messenger are both dedicated YundaDesk connectors, and their DMs land in the same workspace as your website and WhatsApp conversations. TikTok integration is currently subject to TikTok's review and authorization.
Can AI help my storefront recover abandoned orders?
Yes. For customers who asked questions but never placed the order, AI can follow up one-to-one under the rules you set. Pick one of three modes: observe only, where AI drafts but never sends; approve each message before it goes out; or limited automatic sending. Frequency caps and do-not-disturb protections are built in by default, so opening up sending does not mean losing control.
Will proactive messages annoy customers and hurt my store's reputation?
The guardrails are on by default: the same rule reaches the same customer at most once every 24 hours, no more than 2 messages per customer in 7 days, and nothing goes out between 22:00 and 08:00 local time. If a customer says stop, they are skipped permanently from then on. The wording also has to open by offering help and solving the problem, not by pushing for the order.
Let AI answer the first batch of order support questions
Connect your channels and knowledge base, then turn logistics checks, returns and exchanges, and order questions into a controlled automated support workflow.
