parley

Product tour

Everything a support team says, in one place.

A shared inbox, live chat, a help center, automations and reports — built as one product, so every reply knows the customer, their orders and the conversation so far.

Open the live demoSee pricing
01Shared inbox1 / 5

One list, sorted by what's due next.

Email, chat, social and phone arrive in the same inbox with the customer's orders beside them. Views split the work; SLA timers decide the order.

  • Twelve saved views out of the box, with live counts
  • Internal notes and @mentions that never reach the customer
  • Macros that fill in order numbers and tracking, then set status and tags
  • Collision detection when two agents open the same ticket
unsolved tickets at Northpine this morning
34
median first reply this week
36 min
northpine.parley.example/app/inbox
#4812Tent order NP-20931 hasn't moved since Oct 9OpenNext reply in 27 min
Ada OkaforInternal noteOct 16, 12:10 PM

Trace came back negative. Reshipping 3P tent + pad express as NP-21187 at $0 and filing the lost-parcel claim. @Maya can you check why “Stuck shipment watch” didn't flag this on day 5?

Ada OkaforOct 16, 12:24 PM

Hi Jonas,

The carrier couldn't find the parcel, so I've placed a replacement order (NP-21187) for the Ridgeline 3P Tent and the Loam pad, shipping express at no charge. It leaves our Duluth warehouse Monday morning and should reach you Wednesday, October 21 — three days before your trip.

I've also added a $69 credit to your account for the trouble. You'll get the new tracking link as soon as the box is scanned.

Ada

Sent with macro: Lost parcel: replacement shipped

Order NP-21187 shipped — tracking email sent (automation: Shipping updates)· 8:47 AM
Jonas LindqvistOct 20, 9:51 AM

Hi Ada,

Tracking says the new tent is out for delivery tomorrow — great. One question: if the original box ever turns up, should I refuse it or send it back? I don't want to end up with two tents I didn't pay for.

Jonas

ReplyInternal noteto Jonas Lindqvist

Hi Jonas, if the original box turns up, just refuse it at the door — or keep it unopened and I’ll email a free return label

Lost parcel macroSend as Pending
/lost12 macros
  • Order status: in transit412
  • Stuck parcel: trace opened88
  • Lost parcel: replacement shipped41
  • Return label356
  • Refund issued298
  • Exchange: different size187
02Live chat2 / 5

Pip answers first. Your team takes over in a word.

The chat widget sits on your store and help center. Pip, the answer bot, suggests articles and solves the simple questions; anything else goes to the next free agent with a summary.

  • Hand-off to a person when the visitor asks, or after two unhelpful answers
  • Chat capacity per agent, so nobody gets six chats at once
  • See the page the visitor is on, their cart and past orders
  • Chats become tickets, so nothing is lost when the tab closes
chats open right now, one waiting
5
of conversations solved by Pip
12%

Northpine support

Usually replies in 2 minutes

PipBot10:12 AM

Hi! I'm Pip, Northpine's helper. Ask me about orders, returns, sizing or warranty — or say “person” to reach the team.

You10:13 AM

Can I exchange boots I've already worn outside once?

PipBot10:13 AM

Yes — footwear worn outdoors can be exchanged for a different size within 30 days if the soles show light wear only. Here's how:

You10:14 AM

person please, they're the Cairn Mids from my last order

Hana joined the chat
Hana10:15 AM

Hi! Happy to help with the Cairn Mids. Which size would you like instead? I'll send the exchange label right here.

Write a message…

Live now

  • Spruce Merino Base Layer10:19 AM
  • Checkout9:44 AM
  • Cairn Low Trail Shoe10:16 AM
  • Order NP-212019:31 AM
  • Boot fit guide7:02 AM
03Help center3 / 5

A help center that looks like your shop.

Write articles once and use them everywhere: on your domain, in chat suggestions, inside macros and in Pip's answers. Every article shows how often it helped.

  • Your domain, logo and accent color, light and dark
  • Categories, related articles and an on-this-page outline
  • “Was this helpful?” votes on every article
  • A contact form that creates a ticket with the order number filled in
article views in 30 days
42,480
articles in six categories
18
help.northpine.example
NorthpineHelp Center

How can we help?

return my boots

  • Orders & shipping

    Tracking, delivery times, changing or cancelling an order.

  • Returns & exchanges

    Start a return, swap a size and when refunds arrive.

  • Sizing & fit

    Find the right size for jackets, boots and packs.

  • Warranty & repairs

    Our lifetime warranty, claims and the repair program.

  • Product care

    Wash, store and reproof your gear so it lasts.

  • Account & payments

    Payment methods, promo codes, Trail Points and your account.

Popular

  • Start a return5,240 views
  • Track your order4,820 views
  • Shipping times and costs3,610 views

This is Northpine Outfitters’s real demo help center. Open it

04Automations4 / 5

Rules that do the chasing for you.

When this happens, if these match, then do that. Route by topic, bump VIPs, chase quiet customers and open a ticket when a parcel stops moving — before anyone has to ask.

  • Triggers on new tickets, replies, chats and every hour
  • Conditions on orders, customers, channels and message text
  • Actions that assign, tag, reply, notify and create tickets
  • A run log for every rule, so you can see what it did and why
rules on at Northpine
7
runs in the last 7 days
1,753
Rule builderau-03
Stuck shipment watchOn

When

Every hour

If all of these match

Order statusisIn transit
Days since last scanis at least4
Open ticket for orderisNo

Then

Create ticket · Orders & Returns, priority High
Add tag · proactive
Add internal note · Carrier summary from Parcelwise

168 runs in 7 days · last run 10:00 AM

05Reports5 / 5

Reports your team will actually open.

Volume, first reply, resolution, CSAT and SLA in one place, with the same numbers on the dashboard, the weekly email and the agent's own stats.

  • Created vs solved by day, with the channel split
  • Hourly heatmap to plan shifts and chat capacity
  • CSAT by agent, group and channel, with every comment
  • Weekly report email every Monday at 7 AM
CSAT in the last 30 days
93%
of tickets met their SLA
89%
First reply
36 min
was 38
Resolution
16.4 h
was 16.9
CSAT
93%
30 days
SLA met
89%
30 days

Created and solved · last 30 days

Sep 21: Created 189 · Solved 180Sep 22: Created 156 · Solved 159Sep 23: Created 155 · Solved 150Sep 24: Created 140 · Solved 142Sep 25: Created 137 · Solved 137Sep 26: Created 74 · Solved 72Sep 27: Created 83 · Solved 79Sep 28: Created 184 · Solved 180Sep 29: Created 176 · Solved 178Sep 30: Created 153 · Solved 155Oct 1: Created 159 · Solved 157Oct 2: Created 131 · Solved 126Oct 3: Created 74 · Solved 74Oct 4: Created 94 · Solved 96Oct 5: Created 190 · Solved 190Oct 6: Created 177 · Solved 174Oct 7: Created 164 · Solved 158Oct 8: Created 149 · Solved 150Oct 9: Created 138 · Solved 135Oct 10: Created 85 · Solved 83Oct 11: Created 91 · Solved 92Oct 12: Created 187 · Solved 189Oct 13: Created 187 · Solved 188Oct 14: Created 177 · Solved 174Oct 15: Created 163 · Solved 157Oct 16: Created 143 · Solved 140Oct 17: Created 77 · Solved 74Oct 18: Created 89 · Solved 87Oct 19: Created 194 · Solved 186Oct 20: Created 55 · Solved 39
  • Created
  • Solved

CSAT · last 30 days

93%

756 ratings

8/24 · CSAT %: 888/31 · CSAT %: 899/7 · CSAT %: 899/14 · CSAT %: 909/21 · CSAT %: 919/28 · CSAT %: 9010/5 · CSAT %: 9210/12 · CSAT %: 93Target 90%: 90
  • CSAT %
  • Target 90%

When tickets arrive

See it with real tickets.

The demo is a working workspace for Northpine Outfitters: 80 tickets, 40 customers and a team of 11. Click anything.

Start free trialOpen the live demo

14 days of Growth · No card · Up to 10 agents