Melta
Features
Support inbox: included in every Melta product
For operators who do not want to dig for customer questions in a private mailbox between newsletters. Every Melta product has its own support address, sorts incoming mail automatically and lets you answer from inside Melta - in the same thread your customer sees in their email app.
What you get
The support inbox belongs to every product Melta builds and operates. There is nothing to set up and no helpdesk subscription to take out; the support page is part of your product inside Melta from day one.
One support address per product
Every product gets an address in the form support@<product>.melta.ai. With your own domain you forward support@yourdomain to it at your mail provider; a domain bought through Melta needs no forward. Own domains are available from the Growth plan.
Automatic categories
Every incoming mail is classified on arrival: technical, billing, account, feature request, question, complaint, legal, sales or spam. You see what a customer needs before you have opened the message.
Conversations per sender
Messages are grouped by sender rather than shown as a flat list. A small contact card tells you whether the person is registered in your product - a customer with an account is a different conversation from a first enquiry.
Replies from Melta
You answer right on your product's support page. The reply goes out as part of the running conversation, and the next follow-up lands exactly there again.
How it works
- A customer writes - to support@<product>.melta.ai, to the forwarded address on your own domain, or in reply to an email your product sent, such as a confirmation or a receipt. All of it lands on your product's support page.
- Melta sorts it - the message gets its category on arrival and joins the conversation with that sender. The contact card shows whether they have an account in your product.
- You see what is waiting - three tabs organise the inbox: “Needs you” for conversations where your reply is outstanding, “AI answered” for what the automatic reply has handled, and “All” for the complete history.
- You reply - from inside Melta, without switching to another program. Your customer receives an ordinary email, in the same thread as their question.
The AI reply is off until you switch it on
If you want, Melta answers simple requests for you. The feature is off by default; you decide per product whether to use it. Once enabled, it follows fixed rules:
- Only certain categories. It does not answer everything that comes in. Anything else waits for you in the “Needs you” tab.
- At most once per sender per day. The automation does no more than that.
- Knowledge from your concept and your prices. The reply draws on what your product does according to the concept and what it costs, and promises nothing beyond that.
- A human takes over. Every automatic reply ends with exactly that note. What the AI has answered is collected in the “AI answered” tab.
Who this matters for
Small businesses with one person for everything. If you work during the day and answer customer mail in the evening, you do not want to search; you want to see at a glance what needs a reply, what is done and who is already a customer. The categories and the “Needs you” tab turn the mailbox into a short list. More under Melta for small businesses.
Studios and providers with bookings. “Can I move my class?” is a question, not a complaint, and it usually comes from someone with an account. In a booking system like the example product SOMA Yoga Zürich, the contact card shows straight away that the sender is registered, and you answer in the conversation with them.
Products with subscriptions. In a SaaS product many requests are about billing and accounts: an invoice, a forgotten password, a cancellation. These messages get their category on arrival, and a reply to a receipt lands in the same conversation as the question about it. If you need a full ticket system with its own workflows, Melta builds one for you as a product of its own: build a helpdesk.
What it costs
A concept uses only a few credits; afterwards your product runs on a plan per organisation with credits every month. All numbers and how the price is made up are on the pricing page.
Common questions
Do I have to set up the support address myself?
No. It comes into being with the product as support@<product>.melta.ai, and whatever arrives there sits on the support page inside Melta. If you use your own domain, you set up a forward from support@yourdomain at your mail provider; for a domain bought through Melta even that step is not needed.
Does the AI answer customer emails on its own?
Only if you switch it on; out of the box the automatic reply is off. Once enabled, the rules are: certain categories only, at most once per sender per day, knowledge drawn solely from your concept and prices, and a note at the end of every reply that a human takes over.
Can I see whether a request comes from a registered user?
Yes. The contact card next to the conversation matches the sender's address against your product's accounts, so you know before you answer whether you are talking to an existing customer or to someone still looking around.
What happens to replies to emails my product sends?
They arrive in the support inbox as well. If someone writes back to a confirmation or a receipt, the message appears in the existing conversation with that person, and you answer from there.
Describe your product. The support inbox is already included.
A concept uses only a few credits. Once your product runs, it has its support address, sorts requests by itself and lets you answer from inside Melta.
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