KeyMetriq for Customer Support: One Inbox, the Whole Customer

Chapter 01

A shared inbox that knows the customer

Support email lands in KeyMetriq's own shared inbox: assign threads, set statuses, leave internal notes your customer never sees, and see delivery and bounce status on every reply. Beside each thread sits the customer's full record: lifetime value, order count, subscription status, past tickets, and every purchase. The context is there before you start typing.

Example:Dana at Brightwood Candle Co. opens a ticket and the panel beside it already shows the $89 order, five past purchases, and an open question from March, before she writes a word.

Chapter 02

Every past conversation, one search

Years of Help Scout history mirror into KeyMetriq read-only and searchable, right beside native email, so the old helpdesk stops being a separate login you keep alive for the archive. Gmail and Google Workspace mailboxes ingest directly, and an hourly safety net notices when a forwarding rule silently breaks and rescues the missed mail itself.

Example:When a longtime customer writes "as we discussed last year," Ruth at Alder Lane Soap Co. finds the thread in seconds, four years of history included, before replying about the $210 wholesale order.

Chapter 03

One person, one record

An eight-pass duplicate scan stitches the same person together across Stripe, your shop, your email tool, and your community: exact emails, Gmail dot and plus variants, typos, the same name on a shared phone number, an initial and surname on the same company domain. Safe matches merge automatically, ambiguous ones get reviewed, and the thread you are answering always shows the complete history, not a fragment of it.

Example:The "new customer" asking about an order is the same Marcus Webb who already bought twice under his work email, and the timeline already knows it.

Chapter 04

Texts land in the same inbox

Add a number your business owns and texts become support threads in the same inbox, with the same assignment, notes, and notifications as email. Your team replies from the desk, not from a phone in a drawer. Consent is enforced on every send, and STOP and START are recorded and honored automatically.

Example:A customer texts that her $62 order shows delivered but never arrived; it threads into the inbox like any email, and Cole at Summit Paper Co. confirms a replacement without leaving his screen.

Chapter 05

AI drafts the reply, you send it

Turn on reply drafting and the AI writes a suggested answer grounded only in your published help-center articles, never the open internet, with citations and a confidence score attached. You edit and you send, every time; the AI never sends anything on its own.

Example:The agent at Pinehurst Supply clicks Draft reply on a password reset question, gets an answer citing two help-center articles, tweaks one line, and sends in under a minute.

Chapter 06

Payment plans without the spreadsheet

Generate a checkout link for a custom installment plan and see the full preview before anything is created: each payment, the discount, the total. The link carries no personal data, and once the plan is live you track who has paid which installment, what failed, and whether a retry is still coming. Available as a module for SamCart checkouts.

Example:A customer asks to split a $600 program into three payments; Mara at Kestrel Fitness generates the link in a minute, and when payment three fails she can see the retry is already scheduled.

Chapter 07

A seat that sees enough, and no more

Support roles see full purchase history because that is what answering tickets takes. They do not see revenue dashboards, analytics, or the finance side of the business, and they cannot export company numbers. You staff the inbox without handing out the books.

Example:The new part-time agent at Maple & Main confirms a customer's $240 refund straight from the purchase timeline, and the revenue dashboard simply is not part of her seat.