Features
A complete helpdesk, with an AI that does the work
One inbox for every channel, the customer’s orders next to every conversation, and Venus to answer, draft and resolve. Unlimited agents and inboxes on every plan.
One inbox for every channel
Email, live chat, WhatsApp, Instagram, Messenger, SMS and more, handled by one team in one place.
Shared inbox
Every customer conversation in one place, whichever channel it came in on.
Assignment and teams
Assign conversations to people or teams, or share them out automatically, round-robin.
Private notes and mentions
Discuss a ticket with your team inside the conversation and @mention a colleague.
Labels and saved views
Tag conversations, filter by anything and save the views you use every day.
Canned responses and macros
Reuse your best answers and run a set of actions in one click.
Linked conversations
Link related threads, such as a customer’s ticket and the carrier’s reply, and switch between them.
Snooze and bulk actions
Snooze a ticket until you need it, or assign, label and resolve many at once.
Command bar and shortcuts
Jump to any page or action from the keyboard.
Auto-resolve
Close conversations automatically when a customer stops replying.
Orders next to every conversation
Everything about the customer’s order in the ticket, so nobody has to open another tab.
Order card
The customer’s orders, items, payment, fulfilment and tracking, right beside the conversation.
Order actions
Cancel, change the address, refund, create a return or resend tracking. Every action follows your guardrails.
Tracking and returns
Parcel status from Sendcloud, PostNL, MyParcel, Picqer and Monta, and return links from Loop and Returnless.
Customer profiles
Contact history, custom attributes and Klaviyo insights such as lifetime value.
Contact identification
Returning customers are recognised automatically in chat and email.
Product search
Find products the way customers describe them, with their stock status.
Venus AI
An AI agent trained for customer service that works from your own store data.
Answers and resolves
Venus answers questions and runs whole procedures, such as address changes and returns.
Drafts for your team
A draft on every ticket, with how sure Venus is and the sources it used.
Scenarios
Ready-made procedures for common requests, or write your own in plain language.
Guardrails and approvals
Decide per channel and per action what Venus may do on its own.
Ask Venus
Ask Venus to check an order, find return steps or look up a product.
Insights
What Venus resolved and handed off, why customers write, and what to fix next.
Automation
Automate the busywork
Let rules and scenarios handle the repetitive work, and keep your team for the conversations that need a person.
- Automation rules: route, label, assign or reply when something happens
- Scenarios that Venus runs end to end, from order status to damaged items
- SLA policies with first-response and resolution targets
- Business hours and an automatic reply for when you’re away
- Proactive messages to website visitors, and SMS campaigns
Reports
Know what’s happening, and what to fix
Standard helpdesk reports for your team, and Venus Insights to show where automation and knowledge will save the most time.
- Reports on conversations, agents, teams, inboxes, labels and CSAT
- Satisfaction surveys after each conversation, for Venus and your team
- Venus Insights: what to automate next and which answers are missing
- Autopilot readiness per topic, based on how your team rated the drafts
Self-service
Help customers help themselves, and give Venus the knowledge to answer.
Help center
A public knowledge base with categories and multiple languages. Venus uses it to answer.
Live chat widget
Your colours, a pre-chat form and business hours, on your own store.
Satisfaction surveys
Ask for a rating after each conversation and track the scores.
Security and admin
Give everyone the access they need, and nothing more.
Roles and permissions
Administrators, agents and custom roles with fine-grained permissions.
Two-factor authentication
Protect accounts with an authenticator app and backup codes.
Sensitive data masked
Payment card numbers are masked before anything reaches the AI model.
Unlimited seats
Add your whole team. There are no per-seat fees on any plan.
Dashboard in 44 languages
Everyone on your team can use Thynex in their own language.
API and webhooks
Connect Thynex to your own systems with the REST API, webhooks and dashboard apps.
27 integrations, ready to connect
Shopify, WooCommerce, Sendcloud, PostNL, Klaviyo, WhatsApp, Instagram and more.