An AI customer support agent that works the queue.
It reads every ticket in Gorgias, Zendesk or Intercom, looks up the order in Shopify and ShipStation, and drafts the reply you'd write. The hard ones go to a person, and refunds wait for your yes.
300 free credits to start. Live in two minutes.
What is an AI customer support agent?
An AI customer support agent is an agent that works the ticket queue the way a good support rep does: reads each ticket, finds the order and the tracking, answers what it can from your policies, and hands the rest to a person with the context written up. Cicada's works in the helpdesk you already use (Gorgias, Zendesk or Intercom), looks up orders in Shopify and ShipStation, and drafts every reply for your yes until you trust it to send. It prepares refunds but never decides one, and it sends you a recap of the queue every morning.
What your AI customer support agent does.
Reads every ticket
In Gorgias, Zendesk or Intercom, through the day on the schedule you set. It sorts what it can answer from what needs a person, and says why for each.
Answers where-is-my-order
Looks the order up in Shopify and the shipment in ShipStation, then drafts the reply with the real status and the tracking link. No switching between tabs.
Drafts in your voice
Replies written from your return policy, your saved answers and the order in front of it. They wait for your yes until you trust it with the routine ones.
Refunds with your yes
Prepares the refund, the replacement or the store credit and asks first. With Shopify set to Ask first, nothing is issued until a person says yes.
Escalates to a person
The angry customer, the bulk order, the threat of a chargeback: handed to the right person in Slack with the ticket, the order history and a suggested reply.
Recaps the queue
Every morning on the minute: tickets in, solved and waiting, the three things customers keep asking about, and anything that has been open too long.
Who hires an AI customer support agent.
Support without a support hire
Where-is-my-order answered with the real tracking, so your morning goes on the store, not the inbox.
A first pass on every ticket
Sorted, drafted and tagged before your team logs in, with the hard ones on top.
Orders and tickets read together
The order, the shipment and the ticket side by side, so a reply never contradicts what the warehouse did.
Know what customers are saying
A morning recap of the themes in the queue, without reading every ticket yourself.
Cover for nights and weekends
Drafts waiting for you on Monday morning, and anything you marked urgent texted to you on its next check.
Returns and swaps on the record
Every return and replacement logged in a sheet with the order, the reason and where it stands.
Set up in three steps.
Say what the job is
Describe the role in a sentence when you sign up, or tell the agent in the chat. It writes its own brief, which you can read and change any time.
Connect the apps it needs
One click for most apps. Each one can be Full, Ask first or Read-only, for every agent in the workspace.
Link your phone, or don't
Scan a code and it's in your iMessage or WhatsApp. Or keep it in the app, Slack and email. Hand it the first job in the same message.
Nothing goes out without your yes.
Nothing goes out without your yes
Anything that can't be undone, and any message to another person, waits for your OK. Approve with a 👍 in the chat, or set a role to full autonomy once you trust it.
Read-only is a real lock
Make any app read-only and the agent can look but never change a thing. It applies to every agent in the workspace, from their next run.
Every step on the record
Each run shows what it read, what it did and what it sent, step by step, in the Activity tab. Corrections you make stick.
What it won't do.
Won't pretend
If it couldn't confirm something, it leaves it out and says so. A number without a source doesn't go in a message.
Won't go around you
It never messages anyone on your behalf unless you asked, never spends money, and never makes a judgement call about money on its own.
Won't read what isn't shared
Teammates' agents work only through the apps the workspace shares. Your inbox and your personal apps stay under your own login.
Three ways to work a support queue
| Task | Doing it yourself | A helpdesk's auto-reply bot | An AI customer support agent |
|---|---|---|---|
| Where-is-my-order | Look up each order by hand | A canned answer and a link | The real status from ShipStation, in a reply you approve |
| Reading the ticket | Every one, in order | Keyword rules | Read in full, with the order and past tickets beside it |
| Refunds | You, in Shopify | Not covered | Prepared and waiting for your yes |
| The hard tickets | Whoever sees them first | Back into the general queue | Handed to the right person in Slack with a suggested reply |
| The morning picture | A scroll through the queue | A dashboard you open | A message at 9: volume, themes, what's been waiting |
| Where you run it | The helpdesk tab | The helpdesk settings | Your WhatsApp, iMessage, Slack or email |
Things to ask your AI customer support agent.
- 01
"anything in the queue that actually needs me? just those"
You get: The tickets it can't answer itself, each with the order, what the customer wants and a suggested reply.
- 02
"Draft replies to all the where-is-my-order tickets from the weekend with the real tracking."
You get: A reply per ticket in Gorgias with the ShipStation status and the tracking link, waiting for your yes.
- 03
"The customer on ticket 4812 wants a refund, the box arrived crushed. Sort it."
You get: The order checked in Shopify, the refund prepared for your 👍, and a reply to the customer drafted.
- 04
"Every morning at 9 send me the queue: in, solved, waiting, top 3 complaints."
You get: A recurring message that arrives on the minute, built from your helpdesk, with the oldest open tickets named.
- 05
"What are people asking about most this month? Put it in a sheet."
You get: A sheet of this month's tickets grouped by topic, with a count and three example tickets for each.
Frequently asked questions.
Where do I talk to it?
WhatsApp, iMessage, Slack, email or the web app. Link your phone with a code at sign-up and it answers in the same thread you text it in. In a Slack channel it stays quiet until someone names it.
Which helpdesks does it work with?
Gorgias, Zendesk and Intercom, plus inboxes like Gmail and Outlook. It reads tickets, writes drafts and adds notes and tags in the tool you already use.
Will it reply to customers on its own?
Not until you say so. Every reply to a customer waits for your OK in the chat. Once you trust it, you can give the agent full autonomy and still keep any app on Ask first or Read-only.
Can it issue refunds?
It prepares them and asks. Set Shopify to Ask first and nothing is refunded until a person approves it with a 👍. It never decides a refund, a discount or a credit on its own.
How does it know our policies?
Send it your return policy, shipping times and saved replies, or point it at the pages on your site. It keeps them in its memory, which you can read and edit in the app, and corrections stick.
What happens with a tricky ticket?
It hands it to a person, in Slack or by text, with the ticket, the order history and a suggested reply, so whoever picks it up doesn't start from zero.
Can my support team use it?
Yes. Everyone in your workspace gets their own agent. The helpdesk and the store are connected once for the team; each person's own inbox stays under their own login.
What does it cost?
Every workspace starts with 300 free credits. You add a card at sign-up and nothing is charged until you run low; then it's $25 for 200 credits, with no subscription. A quick reply is about 5 credits and a typical run under 20; plans start at $99 a month.
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One teammate. The output of a team.
Works nights, remembers every decision, answers in the thread. Start free with 300 credits.