🎯
Feature
Know what every customer wants — before a human reads it
Retenza automatically classifies every incoming email into intent categories: order status, refund, complaint, shipping issue, and more.
How it works
The AI reads the full email and assigns an intent label with a confidence score. This drives automatic routing: order-status emails get Shopify data fetched, refund emails get priority flagging, and complaints get escalated to senior agents — all without manual triage.
Key capabilities
- ✓8 intent categories: WISMO, refund, complaint, cancellation, shipping, product, general, VIP
- ✓Confidence score per classification
- ✓Automatic routing based on intent
- ✓Priority flagging for refunds and complaints
- ✓Intent breakdown available in analytics
Common use cases
Inbox triageAutomatic escalationSLA prioritisationAnalytics reporting
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