Controlled AI support

AI support that shows its work before it acts.

Aura resolves routine cases only when source, confidence, policy, and ticket status line up. Operators can inspect the reason, approve the action, or take over.

Read the conversationRetrieve approved sourcesCheck confidence and boundaryPrepare answer or action

Aura assistant

answers from approved knowledge

source-grounded answer

Aura reasoning packet

approval required

Reasoning and source trace

User intent

Return damaged item after delivery

classified from latest message

Confidence

91%

active

above answer threshold

Cited source

Returns policy v2.4, section 3.2

approved source collection

Escalation reason

Refund execution requires human approval

warning

finance boundary

Draft, approval, audit

suggested reply

I can help with that. The approved returns policy allows a damaged-item return after delivery when a photo and order ID are provided. Please send both and I will route this for review.

11:3201

Source retrieved

Returns policy v2.4 and historical thread REP-1711 attached.

11:3302

Boundary checked

Refund execution is blocked until an authorized operator approves.

11:3403

Audit entry

Draft, sources, confidence, and pending action are stored.

Solutions overview

Aura

Aura resolves routine cases only when source, confidence, policy, and ticket status line up. Operators can inspect the reason, approve the action, or take over.

How it works

answers from approved knowledge

Read the conversation

Aura identifies intent, sentiment, customer state, and missing information.

Retrieve approved sources

Knowledge docs, PDFs, process docs, prior tickets, and policy pages are searched before drafting.

Check confidence and boundary

Low-confidence, sensitive, or policy-exception cases move toward review or handoff.

Prepare answer or action

Aura drafts the response, suggests next action, and attaches source references.

Problem Replofy solves

AI replies are risky when the team cannot see why they were produced.

Aura is designed around inspection. The system surfaces source, policy, confidence, escalation reason, and action boundary before resolution.

Problem 01

Unverified answers

Loose AI drafts can sound correct while ignoring current policy or missing customer context.

Problem 02

No handoff rules

Teams need a defined point where AI stops and a human owner takes the case.

Problem 03

No audit layer

Managers need to review sources, approvals, overrides, and tool usage after the conversation.

Aura operating path

From question to controlled resolution.

Intake

Read the conversation

Aura identifies intent, sentiment, customer state, and missing information.

Grounding

Retrieve approved sources

Knowledge docs, PDFs, process docs, prior tickets, and policy pages are searched before drafting.

Control

Check confidence and boundary

Low-confidence, sensitive, or policy-exception cases move toward review or handoff.

Assist

Prepare answer or action

Aura drafts the response, suggests next action, and attaches source references.

Audit

Log outcome

Source, confidence, operator decision, and handoff state remain inspectable.

Aura and operators

AI reasoning stays visible inside human workflow.

What Aura sees

Customer message and thread history
Approved source passages
Policy and workflow boundaries
Order or account context when connected

What operators control

Approve or edit drafted replies
Override suggested actions
Escalate to the right queue
Review confidence, citations, and review history

Operational signals

Use Aura performance as a system signal, not a blanket promise.

Up to 70%

routine tickets

Routine cases can be handled before they reach the team when approved sources and rules are in place.

Cited

source visibility

Drafts and answers can show the approved material used.

Escalate

review boundary

Unclear or risky cases can move to a human with context attached.

See what to read next.

Solutions

Knowledge Base

Upload documents, PDFs, help articles, websites, policies, and process docs so Aura and operators can answer from material the team approves and maintains.

Solutions

Chat Inbox

Email, live chat, WhatsApp, Instagram, Facebook messages, and web chat become one operating surface with ownership, tags, summaries, drafts, handoff, and ticket status.

Solutions

Ecommerce Support

Replofy connects commerce context to support conversations so order status, refund, exchange, billing, and shipping requests move through answers from approved sources, with humans approving sensitive actions.

Review Aura

Put Aura inside your support workspace.

Use approved knowledge, clear review steps, and human approval instead of detached AI replies.

Book a demo