Every answer lived in another system
DMARCLY's tickets come in two kinds. Billing: an invoice copy, a refund, a cancellation, a plan change. And deliverability: why a DMARC report shows failures, whether an SPF record is flattened correctly, what a domain's authentication actually looks like right now.
Almost none of those answers live in the inbox. They live in Stripe, or in the domain's live DNS, or in the account's own DMARC aggregate data. Before Airclou, every ticket meant a context switch: open the billing system, find the customer, cross-check the subscription, then come back and type the answer. With a small team and customers in every timezone, the queue competed directly with building the product.
An agent with real actions, not canned answers
In June 2026 the queue moved to Airclou Helpdesk, and the AI agent was given a set of actions against DMARCLY's real systems. It can find a Stripe customer from an email address, a domain, or nothing but an invoice number — chaining invoice to customer to subscription on its own. It can list invoices and return the existing payment link for an unpaid one, instead of generating a duplicate quote. It can check a domain's live SPF, DKIM, and DMARC records before answering a deliverability question, and read the account's own aggregate data so the reply describes that customer's reality rather than reciting documentation.
The rule underneath all of it: the agent answers from what it verified, not from what the conversation claims. A customer saying "I was charged twice" starts a lookup, not a refund.
Where money moves, a person decides
Refunds, cancellations, and plan switches never run on the agent's own authority. The proposed action parks on an approval card that shows exactly what was verified and exactly what will happen — and executes only when a person approves it, or when it falls inside an envelope the team defined in advance, like a refund ceiling. Execution is idempotent, so a retry can never double-refund.
What the numbers say
Since June 2026 the workspace has handled more than 900 conversations. The agent has sent over 200 replies end to end — researched, drafted, checked against its gates, and delivered without a person touching the ticket. Behind those replies sit more than 1,400 verified lookups against Stripe and live DNS. And 20 refunds have moved — every single one through an approval card or inside a pre-approved envelope, each with a record of what was verified and who decided.
What still goes to a person
Plenty. When the agent can't verify an account match, when a customer's question is still open, or when an action falls outside every envelope, it stands down and the ticket waits for a human — standing down is a sanctioned outcome, not a failure. And when a run does fail, it lands as a visible ticket state a person can act on, never a silent log line. The agent's job isn't to hide the queue; it's to make sure the person working it only sees the tickets that genuinely need one.
See where else Airclou runs in production