Track automation health with real-time status updates

Yuma covers 25+ support channels: email, live chat, SMS, WhatsApp, contact forms, Instagram DMs, Instagram comments (including ad comments), Facebook Messenger, Facebook comments, Twitter/X DMs, TikTok Shop, and review platforms (Trustpilot, Yotpo, Okendo, Judge.me, Avis Vérifiés). Each channel runs on the same core AI with the same accuracy, but you can configure different brand voices per channel (e.g. shorter on chat, more detailed on email). Yuma also offers a native Chat AI widget for your website and Social AI for automating social media customer support.

Yuma supports 180+ languages. It auto-detects each customer's language and responds in that language, including regional dialects and right-to-left scripts. Your brand voice and policies stay consistent regardless of the language. So a French customer gets the same quality and accuracy as an English one. This means you can support international customers without hiring multilingual agents, which is especially useful during seasonal spikes when finding language-specific temporary coverage is nearly impossible.

Support AI doesn't just draft a reply — it executes the full resolution. For a return, the AI checks eligibility against your policies, determines the return type, creates a return label through your returns provider, sends instructions to the customer, then follows up days later to confirm shipment and process the refund. For WISMO, it pulls live carrier data, reads shipment exceptions, and gives the customer a real tracking update. Yuma has over 100 ready-to-use actions for support automation, from issuing refunds to updating subscriptions.

Support AI ramps up like training a new hire. It starts at 0% of tickets, then moves to 1%, 10%, 30%, 50%, and 100%. At each stage, you review a batch of AI-handled conversations and approve or roll back. The AI earns trust ticket by ticket — typically through 25+ human reviews before reaching full autonomy. For stores with lower ticket volume, the system can replay historical tickets so you can validate before going live.

Multiple layers. Every reply is scored for accuracy before sending — low-confidence responses are escalated to a human instead of sent. The AI uses structured workflows (Flows) for policy-sensitive processes so it can't skip steps or invent outcomes. Knowledge answers come from real-time search of your actual documentation, not from the model's training data. And if the AI doesn't know the answer, it knows when to stop and hand off to your team.

Yuma learns your voice from sample responses you provide — tone, length, structure, personality. You can configure different voices for different channels (email vs. Instagram DM vs. chat), and every AI response is rewritten to match your persona before it's sent. Yuma even adapts regional spelling automatically, so your British customers see "colour" and "favourite" while your American customers see "color" and "favorite".

Yuma works with multiple AI providers as backup, including OpenAI, Anthropic, and Google. If one provider has issues, the system switches automatically — often before anyone notices. There's always a path to a response, so your customers never see downtime.

Yes. One Yuma account can manage multiple stores or brands from a single helpdesk. Yuma automatically routes each conversation to the right store, applies the correct policies, and pulls the right order data. Everything works seamlessly even when all your stores share the same support inbox.