One inbox for every channel, your Wawi alongside, ready-made reply drafts, GDPR-compliant
ada is the AI customer service for JTL-Wawi merchants. Requests from email, Telegram and website chat merge into a single inbox, ada triages them, shows the customer and their orders from your JTL-Wawi alongside and puts the finished reply draft in front of you. Replies to customer questions only go out after your team approves them. Receipt confirmations and returns emails can be sent by ada itself if you want, enabled step by step. EU-hosted, optionally on-premise, with European language models.
ada reads orders with line items and shipments, including the tracking link, from your JTL-Wawi through a connector. You search by order number, name or email, and the assistant looks up the status of an order directly in the Wawi. The Wawi stays the source of truth: ada writes nothing back and keeps no copy of your orders.
Next to every customer message you see which Wawi customer wrote, with their latest orders. If the address is ambiguous, ada shows the candidates and you choose. The customer file brings master data, order history with shipments and all service cases of a customer together on one page.
Email, Telegram and website chat merge into one inbox. The same customer is recognised across channels, and your team sees the entire history in one place without switching between mailboxes.
For three narrowly defined cases ada may write to customers itself: the receipt confirmation on first contact, and one email each when a return is announced and when it has arrived. Each email type has four stages: off, trial run, approval, automatic. In the trial run ada only decides and you rate; the automatic stage can only be switched on once calibration reaches a fixed threshold of volume, ratings and errors. Everything is off by default.
Complaints, repairs, spare-part requests, follow-up questions and returns are tracked as cases with status, owner, link to customer and order, attachments and internal comments. One click turns a customer message into a case, and photos of the damage come along.
Every return from notice to completion: announced, received, booked in JTL, done. When a customer announces a return with a tracking number, ada creates the case itself. When unpacking you photograph the parcel at the workstation or via QR code on your phone, and ada matches it to the case. The board shows what has arrived but is not yet booked in the Wawi; booking still happens in the Wawi.
A guided fault tree leads step by step from symptom to solution. ada reads in the manuals and data sheets of your products and proposes entries from the manufacturers' troubleshooting tables with a verbatim source. Only what your team has approved becomes a source for drafts and the assistant.
EU hosting, European language models and an on-premise option ensure full data sovereignty. Replies to customer questions only go out after human approval, and you decide per email type what ada may send itself. You stay in control.
Yes. ada is hosted in the EU and can optionally run as an on-premise solution in your own infrastructure. We rely on European language models so customer data never leaves the EU. Replies to customer questions pass through human approval before they reach the customer. You keep full control over your data.
Through a connector that we attach to your Wawi during setup. ada reads orders, shipments and the customer base through it and shows how current the data is. Nothing is written to the Wawi: you keep booking returns in the Wawi, and ada picks up the booking at the next sync. What the Wawi does not know, such as service cases and check-in photos, ada keeps itself and links via customer, order or tracking number.
Only if you want it to, and only in three cases: receipt confirmation on first contact, return announced, return received. Everything is off by default. In the trial run ada only decides and you rate every decision; the automatic stage can only be switched on once there are enough correct decisions. Even then ada sends with a delay and cancels if your team has replied first. Replies to actual customer questions always remain drafts for approval.
No. A phone channel is planned, but it is not in operation and not available. Today your customers reach ada by email, Telegram and website chat.
Yes. The multichannel inbox merges email, Telegram and website chat and recognises the same customer across channels. Your team sees the entire history in one place instead of switching between mailboxes, no matter which channel the customer is currently using.
This page shows the e-commerce configuration of ada. ada is an industry-configured AI back office with an AI inbox and human approval - European language models, EU hosting and an on-premise option included.
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