What is Gruvi and how it works

Gruvi is customer support software. It collects the messages your customers send you, puts them in one shared list, and gives your team an AI assistant to help answer them.

The problem Gruvi solves

Most small teams answer customers in four or five places at once. There is a shared email account, the chat widget on the website, WhatsApp, Telegram, and whatever someone happens to see on their phone.

That causes three problems. Messages get missed. Two people answer the same person. And nobody can say how long customers are actually waiting.

Gruvi puts all of it in one place, so the answer to "has anyone dealt with this?" is always on screen.

The two halves of Gruvi

It helps to think of Gruvi as two things working together.

The shared inbox.

Where your team reads and answers customers. Every message from every channel arrives here, and everyone can see who is handling what.

Chloe, your AI assistant.

An AI teammate who reads your conversations and learns your business. Depending on how you set her up, she drafts answers for you or replies to customers herself.

You can use the first half on its own. Chloe is optional, and you decide how much she does.

How a message travels through Gruvi

The same path every time, whichever channel the customer used:

1. 1A customer sends you a message.
2. 2Gruvi puts it in a thread, which is one conversation with one customer, then drops the thread into your inbox.
3. 3Chloe reads it. Depending on her mode, she answers it, drafts an answer for you, or learns from it without replying.
4. 4Someone takes responsibility for the thread by assigning it to themselves.
5. 5They reply. The customer gets the answer on the channel they used, so from their side nothing has changed.
6. 6The thread is marked resolved, and the clock stops.

What you need to set up

Gruvi needs three things from you before it can do much:

At least one channel.

A way for customers to reach you: live chat on your website, an email address, WhatsApp or Telegram.

Knowledge sources.

The material Chloe answers from: your website, your policies, uploaded documents, or articles you write yourself. Without these she has nothing to work with.

Your team.

The colleagues who will answer customers, invited into the workspace and given the right permissions.

Where to go next

• If you want to know your way around the screen, read A tour of your workspace.
• If you want to answer a customer today, read Your first day: replying to a customer.
• If you want to understand the vocabulary first, read Understanding threads, channels, and the inbox.