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Guide

Pludor handles every conversation. You handle the business.

Q: How do I keep automated answers accurate?

Answer from one source of truth: your store and policies. 1. Keep prices and stock current 2. Update policies when they change 3. Review conversations weekly 4. Fix answers at the source

Q: How do I handle complaints in an automated inbox?

Route them to a person straight away. 1. Set keywords that trigger hand-off 2. Notify yourself instantly 3. Reply personally 4. Record the outcome

Updated 1 October 2026 · Pludor team · 3 sources

Inbox automation collects every customer message (WhatsApp, SMS, email, web chat, missed calls) in one place and answers the routine ones automatically: replies from your own information, order notifications and timed follow-ups. In Pludor you set the rules and the AI handles the repeat questions, while anything unusual comes to you.

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Messages arrive on many channels and the same questions repeat. One inbox with automation means faster answers and nothing forgotten.

What you need

Your channels connected (WhatsApp, business number, email, web chat)
Answers to your top questions
Templates for order updates and reminders
Opt-in for follow-up messages
Hand-off rules

Beginner mistakes to avoid

Automating before writing good answers
Follow-ups to people who did not opt in
No one checking the inbox
Different answers on different channels

How to do it

How do I set up an automated inbox?

Connect channels, write answers, then switch on automation step by step.

Connect WhatsApp, SMS, email and chat
Write answers to the top 20 questions
Turn on AI answers for those questions
Add order notification templates
Set hand-off rules

How do I automate follow-ups?

Trigger messages from events: enquiry with no order, booking tomorrow, delivery done.

Pick the trigger
Write a short, useful message
Set the delay
Respect opt-in and opt-out (WhatsApp Business Policy)

How do order notifications work?

Customers get automatic updates when an order is confirmed, shipped or ready.

Get opt-in at checkout
Choose channels (email, SMS, WhatsApp)
Edit the templates
Test with a real order

How do I keep automated answers accurate?

Answer from one source of truth: your store and policies.

Keep prices and stock current
Update policies when they change
Review conversations weekly
Fix answers at the source

How do I handle complaints in an automated inbox?

Route them to a person straight away.

Set keywords that trigger hand-off
Notify yourself instantly
Reply personally
Record the outcome

How do I measure inbox performance?

Track response time, conversations answered automatically and orders from chats.

Check average first response time
Check share answered by AI
Count orders from conversations
Review unanswered questions

Common questions

Which channels can Pludor's inbox handle?

WhatsApp, SMS, email, web chat and AI-answered calls in one place.

Is it free?

Free monthly AI replies, texts and emails are included; past them you pay as you go (pricing).

Do WhatsApp messages cost extra?

Service replies are free; WhatsApp template messages are charged by Meta per message (Meta).

Can I turn automation off for a customer?

Yes, take over any conversation at any time.

Do I need opt-in?

For WhatsApp and marketing messages, yes (WhatsApp Business Policy).

Will it answer in my voice?

You can set the tone and edit answers so it sounds like your business.

Going further: scale and grow

Measure saved hours

Compare time spent on messages before and after automation.

Use summaries

Daily summaries show what customers need without reading every chat.

Turn questions into content

Frequent questions belong on product pages and in posts.

Staff access

Give team members access to the inbox with clear ownership of conversations.

Expand gradually

Automate more question types as accuracy proves itself.

Use AI for this

What AI handles in the inbox.

Answer. Routine questions from your information.
Sort. Tag conversations by type.
Summarise. Send daily summaries.
Follow up. Send timed follow-ups with opt-in.
Hand off. Route complaints to you.

Be careful

Review automated messages regularly; small mistakes repeat quickly at scale.

Doing this on Pludor

Pludor's inbox brings every channel together with AI answers, follow-ups and order notifications, included with free monthly amounts.

All channels in one inbox
AI answers from your info
Order notifications
Pay as you go past free amounts

Free to start - no card, no item limit. Pay only for what you use past the monthly free amounts.

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Sources

Checked 1 October 2026. Fees and rules change; follow the links for the latest.

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