Order questions arrive on every channel, but the answers never gather in one place.

Rocketly is a CRM layer for customer communication and request handling: pre-purchase questions, shipping enquiries and return requests from connected channels attach to a single customer record, move through stages and become reportable. It does not take over the work of your store platform, payment provider or carrier; ordering, payment and delivery keep running in your existing systems while Rocketly works beside them as the communication and follow-up layer.

These platforms connect by webhook: an order event created in the store is delivered to Rocketly and lands on the matching customer record, so the conversation and the order meet on one card. The connection is a one-way event stream; catalogue management, payment and shipping steps continue in your store panel. You decide which events are sent through the webhook configuration on the store side.

No. Rocketly does not pull real-time stock counts from a till terminal or from your store platform; that is outside the product. The inventory add-on works with the records you keep inside Rocketly and does not determine the quantity shown on your storefront. When sharing availability, it is recommended that the team confirms it in the store panel and keeps the knowledge base note current.

Marketplace panels keep being used in parallel and Rocketly has no built-in marketplace connector. That said, you can route messages into the same inbox using the notification emails a marketplace sends, a custom channel connection, or a Webhook/Zapier flow. The marketplace question then appears on the customer record and the support task runs from the same list as everything else.

A cart event sent by the store, or a form submission on the site, is used as a workflow trigger. Workflow Builder ships with 55 templates and offers 46 trigger types; a reminder draft is prepared and a task opens for the owner. The final wording and the decision to send always rest with your team rather than with the automation.

Return and exchange requests collect on a board with stages you name yourself: Request, Review, Awaiting Shipment, Item Received and Resolved, adapted to how your store works. Each request keeps its owner, notes and tags on the record. Transit times, delivery dates and carrier approval depend on a third party; Rocketly makes no promise about those durations and only keeps the follow-up visible.

RFM-based segmentation builds lists by last purchase date, order frequency and basket size, while the customer health score helps show which group is cooling off. You attach a follow-up sequence to those lists, draft campaign copy with the AI Email Writer, and schedule the send after your team has approved the wording and the recipient list.

No. AI produces assisting output only: conversation summaries, reply drafts based on your knowledge base, tag suggestions and campaign copy drafts. Binding details such as price, availability, delivery and the outcome of a return are confirmed by your team. Final review of customer-facing content and sending authorization stay with you; even where you use an AI agent, you define its scope and its handover rule.

Yes. There is a permanently free plan and no credit card is requested. AI features, advanced workflow steps, the inventory add-on and some channel connections sit in paid plans. The pricing page shows which feature belongs to which plan, so you can widen your setup gradually as message volume grows through campaign periods.