CX WalaAnswer every customer well, and on time
CX Wala reads your support inbox and turns each email into a case. It spots complaints and anything urgent. It tells you how long you have to reply. Claude drafts each reply from your own policies, and a second agent checks it. You approve it. Then you send it, with Send it or from your own email.
How it works
From a customer's email to a reply you're happy to send.
Email becomes a case
Add your support mailbox once. CX Wala reads it every 15 minutes. Each new email becomes a case. A reply to an earlier email joins its case, and so does one that quotes the case number from the same address.
Sorted and timed
Fixed rules read each message. They pick its category from your own word lists. They mark its tone and whether it's a complaint. They set how soon it needs a reply, in your working hours.
Drafted and checked
Arjun (Agent, Customer service) drafts a reply from your knowledge base, and notes which article each fact comes from. CX Wala checks every note. Then Grace (Agent, Customer service), a second agent, reads the draft before you do.
You approve and send
You read it, change it if you like, and approve it. Press Send it, and it goes from your own mailbox, word for word as you approved it. That works once you give your mailbox its sending server. Or copy it, or open it in your mail app with the address and subject filled in. Send it yourself, then press "I sent it".
What you get
Everything runs on your computer, and the dashboard opens in your browser.
Complaints spotted
A message is marked as a complaint when it uses words like "complaint", "not happy" or "money back", or when its tone is strongly negative. You can change the mark on any case.
Urgent cases first
A message that mentions a solicitor, the ombudsman, a chargeback, trading standards or a data request needs a person at once. It goes to the top of your list.
Reply times you can see
Each case has two clocks: one for the first reply and one for sorting it out. They count only your working hours, days and holidays. A case shows as at risk when a quarter of its time is left. While you wait for the customer to answer, the clock for sorting it out pauses.
Replies that stick to the facts
A reply may only say what your knowledge base says. Each fact cites its article. If an article doesn't exist, has been withdrawn, or doesn't hold the words quoted, the draft can't reach you.
Calls, chats and letters too
Log a phone call or a letter as a case in a few seconds. Add a chat you saved as a text file. They get the same rules and the same clocks as email.
Told when it matters
CX Wala tells you when a reply is ready for you to approve. It tells you when a customer complains. When a case is about to miss its time, it tells you at once. You choose what reaches you on the dashboard's Notifications page. Push goes to your installed dashboard, or a paired phone, once you turn it on there. Email is there if you choose it, and says only that something needs you. The details stay on your computer.
A record you can check
Every change to a case, a draft or a setting is written to a signed record on your computer. The record is stamped with public timestamps, so a change made later would show.
It never sends on its own
A reply goes out in your business's name, so a person sends it. CX Wala sends a reply only when you press Send it, and only the words you approved.
- It reads your mailbox. It never forwards, moves or deletes a message, and with IMAP it doesn't even mark one as read.
- No agent can approve or send a reply. Approving and sending are yours, in the dashboard, and they can't be handed to an agent.
- Send it works only at your computer, never from a phone. Each send is written to your signed record before it goes.
- Grace (Agent, Customer service) never reviews a draft she wrote, and never edits one.
- Your knowledge base, your categories and your settings are changed only by you.
- A customer's email is treated as something to read, never as instructions. A message that tells the agents to do something is just a message.
What it doesn't do
We'd rather you knew this before you buy.
- It sends a reply only when you press Send it, as plain text, with no attachment. Your mailbox needs its sending server for that. Without one, you copy each approved reply into your own mail program.
- It doesn't put a chat box on your website. Your computer can't be reached from the internet, and we don't want to hold your customers' messages on our servers.
- The clocks pause only while you wait for a customer to answer, from the reply you sent until they write again. Only the clock for sorting it out pauses. Waiting on a supplier or a colleague doesn't pause it. A case already late stays late.
- It doesn't show email as a web page. An HTML email shows its words, with its paragraphs, lists, tables and bold kept. Nothing in it runs or loads. Pictures aren't shown, and links show their address as text. The rules read it as text.
- The category, tone and complaint mark come from fixed word lists. They can be wrong, and you can change them. An agent only suggests a category when the rules found none.
- It's for one business, on one computer, for one person at a time.
- It checks that a reply quotes your knowledge base correctly. It can't check that your knowledge base is right.
Where your data is kept
Your cases, drafts and knowledge base are kept in a CX Wala folder on your computer.
- Your customers' messages stay on your computer. Nothing is uploaded to us.
- The drafting and checking is done by your own Claude, on your own Claude account.
- Your mailbox is read directly from your mail provider, over an encrypted connection.
- Our servers get a daily licence check-in (a licence ID and an installation ID), and your update downloads.
- A paired phone connects through our relay server. The connection is encrypted end to end, so the relay can't read it.
What you need
- Claude Code, signed in to a Claude subscription that includes it.
- Node.js 20 or newer.
- macOS, Windows or Linux.
- A support mailbox you can read with IMAP or POP3, with a password, an app password or your own OAuth app.
Your customers' data. Your customers' messages are yours to look after. CX Wala keeps them on your computer, and your Claude reads them when the agents work on a case. Tell your customers how you handle their messages, as you would with any support tool.
Why it is built this way
1An annual licence, paid in full or in instalments
CX Wala is sold as an annual licence. You can pay for the year in full, in advance. That costs at least 15% less than 12 monthly instalments. Or you can pay in 12 monthly instalments. If you pay in instalments, you owe the whole year. While your licence is paid up, you get every update. If an instalment is missed, or the year ends, this is what happens. CX Wala keeps working unless it has been changed in a way the licence doesn't allow. It stays on the version you have and gets no new versions, security fixes included. Updates start again when you pay what's owed, or for a new year.
2Your data stays on your computer
CX Wala runs on your own computer. Your own Claude subscription does the thinking. You don't upload your data to another cloud service. Our servers never see your data. They hold only your licence.
3Get more from your Claude subscription
CX Wala runs on your Claude subscription. You can use the same Claude for other work in your business too.
You need a Claude subscription that includes Claude Code. Claude is made by Anthropic. Polyglyph Analytica is independent of Anthropic.
An annual licence, paid in full or in instalments
Your customers' email turned into cases, with replies drafted for you to approve and send yourself. You pay for the year in full, in advance, or in 12 monthly instalments.
In US dollars, $309 a year, or 12 monthly instalments of $30.99. In euros, €289 a year, or 12 monthly instalments of €28.99.
Prices are before tax. Tax is added where it applies. Try it free for fourteen days first. Then you get:
- One seat, for one person on one computer at a time. You can move the seat to a new computer.
- Every upgrade while your licence is paid up, arriving on its own. Paying for the year in full costs at least 15% less than 12 instalments. If you pay in instalments, you owe the whole year.
- A copy that keeps working if an instalment is missed or the year ends, unless it has been changed in a way the licence doesn't allow. It stays on the version you have, and gets no new versions, security fixes included, until you pay what's owed, or for a new year.
- A licence that renews into the next year by default, paid the same way. You can turn renewal off on your licence screen before the year ends. While card payments aren't open, renewal sends you an invoice. It never charges a card.
- Your money back in full if you change your mind within 30 days of a licence year starting, with no questions asked, even after you've downloaded it. Ask from the dashboard or your purchase email.
Buying for a team? You can buy 2 to 100 seats. Each seat costs the same as one licence. You pay for the year in full or in 12 monthly instalments. Buy seats
Ask for an invoice for the year in full Ask for an invoice for 12 monthly instalments Buy & installContact us
Polyglyph Analytica Ltd. Registered in England and Wales, company number 17495579.
Registered office: Montclare, Orpington Bypass, Badgers Mount TN14 7AG