<p>Custom rules let you define your own triggers for pausing the AI or sending a template based on any customer or order condition.</p><img alt="Custom rule" data-featurebase-content-key="6a215df8a035a111ad9c5f66/article/6aa1458fb827afac6e33a5ee/01a085f7-bacb-7507-bac4-f94ec2cbd40e/b64u-MDFhMDg1ZjctYmFiNS03YzdkLTgzN2ItODJkNTAxZmY3YmUx.jpeg" src="https://6a215df8a035a111ad9c5f66.featurebase-attachments.com/c/article/6aa1458fb827afac6e33a5ee/01a085f7-bacb-7507-bac4-f94ec2cbd40e/b64u-MDFhMDg1ZjctYmFiNS03YzdkLTgzN2ItODJkNTAxZmY3YmUx.jpeg?X-Amz-Expires=3600&amp;X-Amz-Date=20261001T040000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20261001%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=11cce2e531b01241f72def7b900e7754a7ace103ab3c4667c704180e18a66652" data-featurebase-content-filename="01a085f7-bab5-7c7d-837b-82d501ff7be1"><p>To build one, see <a href="https://feedback.scaleflows.ai/en/help/articles/3888279-setup-a-custom-rule">Setup a custom rule</a>.</p>

Custom rules let you define your own triggers for pausing the AI or sending a template based on any customer or order condition.

Custom Rules

Feedback

Roadmap

Changelog

ScaleFlows Team

Connect your store and inbox, then let ScaleFlows handle the rest.

Getting Started

Getting started with ScaleFlows is simple. In just a few minutes, you'll have everything ready so our AI can handle your customer emails.

Quickstart

Create an account and launch your AI customer service.

Sign Up

After your first login, ScaleFlows will ask you to create your store so the AI knows which business it's supporting.

Setup Your Store

Connect your Shopify store to sync orders, products, and customer details in real time.

Connect to Shopify

Link your support inbox so ScaleFlows can receive customer emails and reply from your own address.

Connect Your Email

Email forwarding and DNS verification for custom email domains.

Standard Email

Connect your inbox with one-click Google authentication.

Gmail One-click connect

Your AI inbox, automation rules, flows, analytics and contacts.

Workspace

Manage and review customer conversations handled by your AI agent and your support team.

The Inbox

Open any conversation to see the email thread and any pending AI draft.

View conversations

Manually start a new conversation from your inbox when a customer hasn't emailed in first.

Create a ticket

When the AI writes a reply and holds it for approval, you can view it in the AI drafts.

Review AI drafts

Send a manual reply to any conversation directly from the message editor.

Write a reply

Assign, tag, resolve, block, download, and translate conversations directly from your inbox.

Manage a conversation

Sort and filter your inbox to find the right conversations faster.

Inbox Filters

Configure how your AI agent behaves, makes decisions, and handles customer conversations.

AI Configuration

This is where you control how your AI behaves.

AI Agent Setup

Your AI Agent uses three core business rules to manage customer interactions effectively and safely: Policies, Escalations, and Products.

Business rules

Set the rules that AI must follow when handling core tasks like Cancellations, Replacements, and Refunds & Returns.

Policies

Control when the AI pauses and alerts your team.

Escalations

Build a rule that pauses the AI or sends a template when a specific customer or order condition is met.

Setup a custom rule

Connect ScaleFlows with tools your team already uses, like Discord or Slack, by adding a webhook.

Channels

Add a Discord webhook so your team receives ScaleFlows alerts in the channel of your choice.

Discord

Add a Slack webhook so your team receives ScaleFlows alerts in the channel of your choice.

Slack

Products act as the AI's catalog knowledge base. The AI uses this data to seamlessly offer accurate replacements or exchanges.

Products

Automate post-purchase and dispute emails.

Email Flows

Enable, edit, and monitor your email flows.

Using email flows

Track your AI's performance, financial impact, and customer trends from one dashboard.

Analytics

Browse and manage your full customer directory, automatically built from every conversation ScaleFlows handles.

Contacts

Store settings, email, templates, billing, and team access.

Account Setup

Manage your account details, profile picture, email, and password.

Account Settings

Reset your ScaleFlows account password to regain access.

Forgot your password?

Manage your connected store, integrations, email configuration, and data import.

Store Settings

Create reusable email templates with dynamic placeholders for orders, customers, and store details.

Templates

Create and manage custom tags to organize and filter customer conversations in your inbox.

Thread Tags

Add email addresses or domains to the blocklist to stop unwanted senders from reaching your inbox.

Blocklist

Invite team members and manage roles for Viewer, Agent, and Owner access to your workspace.

Team Access

Manage your current plan, billing, and invoices.

Billing and Subscription

Update your business name, tax ID, and address.

Add billing and tax details

Import all conversations from other support tools like Re:amaze directly into your ScaleFlows inbox.