Support email is where the where-is-my-order questions live. A good AI tool drafts the answer with the tracking link already in it, and knows when a refund request needs a person. Here is how the options compare.
Updated 15 September 2026
Connects to Gmail or Google Workspace, drafts with Shopify context, and puts email next to your comments and DMs. Complaints are escalated, refunds stay with you. Best for: Shopify brands in AU and NZ that want one inbox and AI drafts they approve.
Email helpdesk with macros, rules, order actions and an AI agent. Best for: Stores with a support team that lives in tickets and wants deep Shopify actions inside each ticket.
Enterprise email ticketing with AI agents as an add-on. Best for: Bigger teams that need enterprise features, strict permissions and a help centre, and have someone to run it.
Shared inbox for email with Shopify context, per seat. Best for: Small support teams that want a simple shared inbox with an FAQ and live chat included.
Email is supported, but the product is built around website chat. Best for: Stores whose customers mostly ask questions through the website chat widget.
| Tool | Best for |
|---|---|
| Paperflower | Shopify brands in AU and NZ that want one inbox and AI drafts they approve. |
| Gorgias | Stores with a support team that lives in tickets and wants deep Shopify actions inside each ticket. |
| Zendesk | Bigger teams that need enterprise features, strict permissions and a help centre, and have someone to run it. |
| Re:amaze | Small support teams that want a simple shared inbox with an FAQ and live chat included. |
| Tidio | Stores whose customers mostly ask questions through the website chat widget. |
Most tools treat comments as noise. Paperflower reads every one, spots buying questions like “do you ship to NZ?” and makes sure they get answered before the customer moves on.
Every conversation gets a score so the people ready to buy come first. You see who to reply to now, and who can wait.
Order status, shipping and product details are pulled in automatically, so drafts are right the first time and private order details never go out in public.
AI drafts are on and auto-send is off by default. Complaints are escalated to you. Refunds and cancellations always need a human.
Paperflower is A$97 a month for 3,000 customer interactions, with a 7-day free trial. Human replies are always free. The first 9 founding brands get the same plan for A$49 a month for life while spots last.
Local time zones, local shipping questions, and support from people who know the market.
Not with Paperflower. Connect your existing Gmail or Google Workspace mailbox and keep the address your customers already know.
Not in Paperflower. Refunds and cancellations always need a human. The AI drafts, you decide.
Not unless you turn that on. By default it drafts a reply and you approve it. You can switch on auto-send for simple, safe questions once you trust the drafts.
Instagram and Facebook comments and DMs, support email through Gmail or Google Workspace, and Shopify for order details. TikTok is on the roadmap.
Yes, 7 days, no card needed to request access. You can cancel any time.
Connect Instagram, Facebook, email and Shopify in a few minutes. AI drafts every reply, you stay in control, and nothing is sent without your say-so unless you switch that on.