Last updated October 15, 2026
Answered by Thomas is a service operated by HireThomas, Inc., a Delaware corporation ("we", "us"). These terms cover your use of the service by you, the store ("you").
We set up and run an AI system that reads and answers customer support tickets for your store inside the helpdesk or inbox you give us access to. Replies are written by AI. By default each reply carries a short line saying so, and we never tell a customer that a reply was written by a person.
We agree with you in writing which ticket types the AI may answer on its own. Unless you allow it in writing, with a limit, the service will not issue refunds, store credit or discounts, cancel or edit orders, or reply to chargebacks or legal matters. Those tickets go to you with a summary.
Your first week is free, up to 150 tickets. After that the price is $1 per resolved ticket with a minimum of $49 per month. A ticket is resolved when the AI answered it, it was not handed to you, and the customer did not come back about the same issue within 72 hours. Escalated tickets, spam, auto-replies and simple thank-you messages are not billed. We will tell you how you'll be billed before the first invoice, and we won't charge anything you haven't agreed to.
You give us access to your helpdesk or inbox and read-only access to your order data. You can remove that access at any time, which ends the service. We use the access only to provide the service.
You keep your policies accurate and tell us when they change. You remain responsible for your products, your policies and your relationship with your customers.
AI can make mistakes. We start in drafts mode, limit automatic replies to the ticket types you approve, and tell you promptly if we spot a reply that was wrong. We don't guarantee any particular resolution rate or result.
We process your customers' data on your behalf and only to answer your tickets. Our privacy policy explains how.
To the extent the law allows, our total liability under these terms is limited to the amounts you paid us in the three months before the claim, and we are not liable for indirect or consequential losses.
Either of us can stop at any time. You pay only for tickets resolved before the end date. We delete our copies of your data within 30 days of the end.
These terms are governed by the laws of the State of Delaware. If there's a disagreement, we'll try to sort it out by talking first.
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