Supermoon Onboarding

Introduction

Hey everyone, Emily here from Supermoon 👋🏼. I will be your main point of contact for all onboarding and setup questions.

This page will take you through the onboarding process for Supermoon. If you have any other questions along the way, you can always reach out to me at [email protected] or book a call with us here.

Supermoon Overview

Supermoon is an AI-powered customer support platform designed to help small teams manage customer inquiries more efficiently. By connecting various communication channels such as email, social media, and website chat, Supermoon enables teams to collaborate and respond to customer messages from a unified platform.

Core features of Supermoon include:

• AI assisted replies
• Completely automated AI responses
• Automated chat
• AI Contact Form
• AI Phone Assistant

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Connecting your channels

Supermoon allows you to integrate your email, Shopify, Meta, and WhatsApp accounts for seamless communication. Below, you’ll find help articles for each integration.

Email

Supermoon connects effortlessly with Gmail and Outlook, enabling you to send and receive messages directly within the platform while maintaining your existing inbox setup. All emails are mirrored, meaning messages sent from Supermoon will also appear in your Gmail or Outlook sent folder, and vice versa.

If you use an email provider other than Gmail or Outlook, you can still connect your inbox using our Groups or SMTP feature to send and receive emails through your business domain.

For any email related questions or setup guides, see our help center.

Shopify

Supermoon connects with Shopify in order to provide the relevant customer, product, and order information needed to support customers. See a list below for the information that Supermoon and Supermoon AI will be able to access and reference:

• Customer contact information
• Recent customer orders, including the order number, tracking number, shipping status, shipping address, and product names
• Product descriptions
• Stock levels
• Meta fields

Social Media

Supermoon allows you to connect Meta (Instagram and Facebook) and WhatsApp to reply to customer messages. For Meta channels, Supermoon imports story replies and direct messages, but does not import comments.

Similar to the email integration, social media integrations are a one-to-one integration, meaning responses sent from Supermoon will appear directly in the corresponding app.

Keep in mind that only business accounts can be connected—personal accounts cannot be integrated.

For questions around integrating your social media accounts, see our help center.

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MoonChat Setup

With Supermoon’s MoonChat, you can provide responses to your customer inquiries 24/7. Supermoon AI can answer customer inquiries, track orders for customers, and answer product questions and FAQS. A schedule can be set up so that during certain hours of the day, customers are notified that you are out of the office.

For more information on how to set up MoonChat, see our help center.

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Smart Contact Form

Supermoon’s Smart Contact Form helps to mitigate tickets before they ever reach your inbox. Now customers can receive an answer to their question instantaneously. Our AI will reference information in your Knowledge Base and Shopify store to bring forward the relevant information to your customer’s inquiry.

For more information on how to set up your Smart Contact Form, see our help center.

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Train your AI

To effectively train your AI, think of it as you would a new support employee—it needs to learn your company policies, product details, and frequently asked questions to provide accurate responses.

Supermoon facilitates this training through the Knowledge Base, where you can upload URL’s, PDF documents, and individual pieces of information. The AI primarily pulls information from your Knowledge Base to respond to customer inquiries, in addition to referencing data from your Shopify store.

For more information on how to train your AI, see our help center.

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AI Templates & Automated Emails

If you prefer to fully automate your support, our AI templates are the perfect option for you. Our templates are unlike other templates in that:

1. We will automatically fill in all variable elements for you – customer names, item names, order numbers, addresses – you name it!
2. We will pull the template into the composer for you based on the use case you define. For example, if you have a template for broken products and a customer emails in reporting a broken product was received, we will automatically populate the composer with this template and fill in the variable elements for you.
3. We give you the option to turn on fully automated emails via the templates you have set up for specific use cases.

You can find more information on how to set up AI templates here.

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Automations

Supermoon Automations allow you to automatically tag, assign, set the priority, and set the status of messages based upon the channel, urgency level, theme, and more. Keep your inbox organized and your workflow succinct by taking advantage of these automations.

Here are some practical examples of common automation flows that we have seen:

• Automatically assign emails regarding wholesale orders to Tim
• Automatically tag emails regarding refunds with the custom tag “Refunds”
• Automatically mark emails Instagram collaboration opportunities as “Completed”
• Automatically prioritize all MoonChat inquiries

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How does pricing and usage work?

Rather than put a limit on integrations or tickets, we charge solely based on the amount of AI usage your team goes through each month. Below are some common questions we receive.

What is considered an AI Credit?
Paid AI credits include chat replies, email drafts, contact form suggestions, message shortening, message rephrasing, message translating, automated email replies, and AI template references.

Is there a way to gauge how many credits I will need and what plan to choose?
You can find your current utilized usage on your dashboard, and an even further breakdown of your AI Usage in the Settings of your account. This chart will break down exactly what you are using and being charged for.

What happens when I run out of AI credits before my billing cycle renews?
When you run out of AI Credits, you will have a choice to buy an additional 100 credits, upgrade to the next plan, or wait until your cycle renews to access AI again. You will not be automatically upgraded and you will not lose access to any part of your account. You will simply lose the AI features until your billing cycle renews.

If I don’t use the pre-generated AI draft, will this still count as an AI credit?
Yes, we still charge for unused AI drafts. For customers who have more complex customer inquiries needing responded to, you can turn the AI pregenerations off in your Supermoon settings. With this setting turned off, you will still be able to use the AI reply and rephrase features, it will just not be done automatically.

Can I turn off the pre generated AI drafts?
For customers who have more complex customer inquiries needing responded to, you can turn the AI pregenerations off in your Supermoon settings. With this setting turned off, you will still be able to use the AI reply and rephrase features, it will just not be done automatically.

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Understanding analytics

Supermoon provides both standard KPIs and AI-assisted analytics to help you better understand the efficiency of your team and the effectiveness of our AI in your support processes.

In your dashboard, you will find the following analytics:

Top Themes
These are themes that Supermoon AI has identified to be prominent in your inbox.

AI-Resolved Items
See how many replies have been AI-assisted per each channel.

Response Performance
See your team’s collective response and resolution times.

Message Insights
See how busy your support inbox has been, broken down by new tickets and resolved tickets.

Customer Satisfaction
Unlike typical customer satisfaction scores, these are not generated by customer surveys that are sent out. Rather, we analyze the tone of your customer’s inquiry and the response and resolution times of the ticket to assign a satisfaction score to each ticket. You can click in to these categories to see them broken down by ticket.

Conclusion

Supermoon set up is meant to be easy. Our goal is to have your team running as soon as possible. Please reference our help center for basic setup questions, and reach out to us at [email protected] if you need additional help or would like to schedule a demo with us. We’re happy to have you on the platform!