// for cs managers

Handle inbound at scale, without losing tone.

Magistry's CS Specialist replies to inbound email and live chat end-to-end — refund, replace, escalate, follow up — in your brand voice, grounded in your knowledge base, behind an expected-value gate, with a Reply Judge that holds anything off-policy before it ships. CSAT surveys keep the score honest.

See a reply in flight

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Brand-voice embeddings Expected-value refund gate Reply Judge in front of every send

// why cs managers pick magistry

A teammate that closes tickets the way your best rep would.

Generic LLM CS bots cost you tone, trust, and refund discipline. Magistry's CS Specialist holds all three — because the policy and the voice are grounded against your own data, not the open web.

Brand-voice embeddings, not generic templates

Magistry indexes your best 500 replies and grounds every draft against them. The tone matches your top CS rep on a Tuesday afternoon, every single ticket.

Expected-value refund gate, not gut feel

Refund or replace? Magistry weighs item cost, LTV, refund-band history, and policy — then takes the action with the highest expected value, inside your refund ceiling.

Reply Judge catches off-tone or off-policy before it ships

Every draft passes a second pass: brand voice, policy grounding, escalation triggers. Off-policy drafts get held for you; everything else ships.

Proactive outbound on delays, stockouts, recalls

Tracking late by 3 days? Variant restocked? SKU recalled? Magistry drafts the outbound, queues it inside frequency caps, and only sends what you allow.

// this week

What the CS Specialist did for your inbox this week.

An illustrative week with the CS Specialist in live mode — every reply judged, every refund gated, every outbound capped.

Closed 312 inbound tickets end-to-end inside brand voice — 84% first-touch resolution, 11 escalated to you with the full thread + suggested reply.
Issued 47 refunds and 22 replacements via the expected-value gate — average refund €38, average replacement margin held at 41%, zero policy breaches.
Drafted 1,840 proactive outbound messages on 3-day late tracking and 2 restock events — only sent the 1,612 inside your frequency cap; the rest deferred to next window.

// from your dashboard

One ticket. One judged draft. One reply, in your voice.

Below: an example replacement decision on a damaged-shipment ticket, scored by the expected-value gate and passed by the Reply Judge before it shipped.

decision_log #91,402   ── cs_specialist
ticket         #29,118   subject "arrived damaged"
customer       hannah.k@example.com   LTV EUR 412
sku            stone-vase-large
intent_class   damaged_on_arrival   conf 0.94
policy_match   refund_or_replace_30d  (RAG cite §4.2)

ev_gate    refund   value -EUR 64  cost  EUR 64
           replace  value +EUR 11  cost  EUR 53
action     REPLACE   (highest EV, within ceiling)

reply_judge    brand_voice 0.92 / 0.60 floor — PASS
               policy_grounded TRUE      — PASS
               escalation_signal none    — PASS

mutation       shopify.fulfillment.create + email.send
revert         issue refund EUR 64 + cancel fulfillment
status         APPLIED

// the reply that shipped

In your voice. Inside your policy. With the receipt.

Hi Hannah,

That's not how a stone vase should arrive — I'm sorry. I've already sent a replacement; tracking will land in your inbox within the hour. Keep the original (or recycle it — it's heavy). Anything else, just reply here.

— Sam, on behalf of the team

Brand voice match 0.92 · Policy grounded · Reply Judge: PASS · EV: replace > refund

// noise vs signal

Let the agent handle the noise; keep humans on the signal.

The CS Specialist is built to clear the repeatable, policy-bounded tickets — the noise — so your team can spend its time on the work that actually needs a human: escalations, gnarly returns, and real relationships.

// inbox, handled

Stop staffing for ticket volume. Staff for relationships.

Spin up a tenant, point Magistry at your CS inbox and live-chat widget, and watch first-touch resolution and CSAT climb — every reply judged, every refund gated, every send capped.

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Operator-owned kill switch · Dry-run from day one