Assort CS Inbox

Assort CS Inbox is an internal customer-service tool used by authorised staff of Assort Hair, a global chain of premium Japanese hair salons. It brings every customer message sent to Assort's own social-media accounts into a single, unified inbox — filterable by location, channel, and status — where staff read, AI-draft, human-approve, and reply across Google reviews, Instagram, Facebook, YouTube, and Assort's blog.

Replies are human-approved, with three narrow exceptions we state plainly. The app drafts a suggested reply using AI assistance; an Assort staff member reviews it, edits if needed, and approves it. Only then is the reply sent back to the customer on the same platform.

Exception one — plain facts, such as what a service costs: for one specific kind of message — someone asking what a service costs — the app may send a reply without a staff member checking it first. That reply never quotes a price. It explains that cost depends on the service and the condition of the hair, points to our public menu and booking page, and says the stylist will confirm the price in person before any service begins. It is sent only when the app is highly confident the message is a pricing question, and only in a language we hold approved wording for. It is never sent on a conversation a staff member or the customer has already been answered on. The same applies to a few other plain facts: a salon's opening hours, its address, and how to book. Those replies give only that salon's own published hours, address and booking page, taken from the information Assort keeps on file for the salon, and nothing is sent if that information is missing. Questions to our online shop about shipping, tracking an order, the returns period or a product's ingredients may be answered the same way, using only the wording published on the live store. A message that also asks for a refund, a return or an exchange, reports a damaged or lost order, or asks to change an address or a membership is never answered automatically.

Exception two — someone asking about working at Assort: when a person messages one of our accounts about a job, an internship, or visiting a salon, the app sends a short reply pointing them to our careers site, hr.assort-hair.com, where applications and questions are handled. For a job enquiry that asks a question, that reply may also carry an answer — composed by AI, but drawn only from the information published on our careers site and nothing else; where the site does not cover the question, the reply points to the careers-page chat instead. Someone who says they have already applied or written to us and heard nothing back is never answered automatically: that message waits for a person, and our recruiting team contacts them. Internship and salon-visit messages receive wording written and approved by Assort in advance. No reply carries personal information about the sender. If that person writes back with a question, the app replies once more and then stops: it never sends a third automated message on a conversation, and never sends at all once a staff member has replied.

Exception three — a thank-you under a four- or five-star Google review: when someone leaves us a review of four or five stars whose text is straightforward praise, the app may post a short thank-you as a public reply without a staff member checking it first. It is sent only when the app is highly confident of the wording, and never when the review carries fewer than four stars, asks a question, describes a problem, or would cause the reply to name an individual member of staff — every one of those waits for a person. The reply contains no personal information about the reviewer, no individual's name, and no link.

We also mark a finished Instagram conversation as closed on our own side after seven days with no activity, where the conversation is clearly over. That is an internal tidy-up only: nothing is sent to anyone, and a conversation in which someone asked us something we have not yet answered is never closed this way.

Every other kind of message — complaints, bookings, cancellations, reviews under four stars, anything the app is unsure about — still goes to a person before anything is sent.

• YouTube
  We access one channel: Assort's own corporate YouTube channel ("Assort International Hair Salon", channel ID UCB7GJExfJIEj16b6ClE3Zpg) to read viewer comments on Assort videos and post replies to those comments from the same channel. We use the youtube.force-ssl scope. We do not access other YouTube channels, we do not modify videos, ratings, captions, or playlists, and we do not collect data about commenters beyond what they post publicly on Assort's own videos.
• Google Business Profile
  We read customer reviews on Assort's salon listings and post replies from the same listings.
• Instagram & Facebook
  Comments and direct messages sent to Assort's own salon accounts.
• WordPress
  Comments on Assort's salon blog.

Customer messages and replies are stored in Google Cloud BigQuery solely to support customer-service operations. AI draft suggestions are generated using Anthropic's Claude. We do not sell customer data and we do not use it for advertising. Full detail in the privacy policy.

For questions about this app, contact the addresses below.