Support inbox

Threads are attached to a plant

Support in Plantorbia is not a generic contact form. A customer raises a question or a problem from their app on a specific plant they claimed from you. The thread carries that plant with it: species, purchase date, watering schedule, and the recent Care Trail. Your staff see the context before they read the first message.

The staff view

Threads land in a single inbox, filterable by status. Opening one shows the conversation, the plant it is about, and that plant's history. Staff reply in the thread. The customer sees replies in their app on the same plant, so the conversation stays in one place for both sides.

AI drafts, staff send

A staff member can ask Plantorbia to draft a reply. The draft is built from the thread and the plant's care history using a support-specific prompt, and it is marked as an unsent suggestion. The staff member edits it and sends it as their own message. Plantorbia does not send anything to a customer on its own, and an undedited draft never goes out.

The draft is a starting point for a common question, not a replacement for judgement. For anything unusual, staff write the reply themselves.

Support activity is part of the record

A thread being opened is a system-observed event on the plant's Care Trail, and the thread shows on the customer's record with message counts and last activity. If a warranty claim is filed on the same plant later, the fact that the customer raised the problem earlier, and what was said, is already in the history.

Plan limits

The support inbox is on both plans, with the AI-drafted replies included on both. It is not one of the capped features. Where plans differ for a support-adjacent case is the customer detail view and the warranty reasoning, covered on their own pages.