Features

Everything a furniture inbox asks, answered from a record

Porchlight reads your orders, carriers and warranty terms, writes the reply in your voice, and hands a person the conversations that need judgment.

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Birchmoor · Handoff rules

Saved 9:14 AM ET

  • Finish or structural claim

    Always, with photos and the clause

    MV Marisol Vega Warranty

  • Refund over $250

    Draft a suggestion, never send

    DO Dale Ortiz Billing

  • Missed delivery window

    When the crew is over 2 hours late

    PS Priya Sethi Logistics

  • Third order this year

    Reply, then copy a lead

    BR Bettina Ramsey Care lead

Answer on its own above

82%

Add a rule

Handoff rules

Your limits, written once

Decide which topics Porchlight answers, which it drafts for approval, and which always go to a person. Rules read like sentences, and every handoff says which one it followed.

  • Route by topic, order value or customer history
  • Dollar limits on refunds, parts and fee waivers
  • A confidence line per topic, from 0 to 100
How handoff works

Damage claims

Reads the claim before a person does

Porchlight asks for the wide shot and the angled one, sorts the damage into your warranty’s categories and pulls the clause. Then it stops, and a teammate decides.

  • Finish, structural, transit or not covered
  • Transit claims flagged with the days left to file
  • Never approves a refund or a replacement
How photo reading works

Maya Alvarez · Birch dining table

Order #BM-19862 · delivered Aug 28, 2026

The customer’s photo: a pale ring on the oak tabletop White ring, in the finish
The customer’s wide photo of the dining room The customer’s close photo of the oak grain

Read from 3 photos

41s

Category
Finish defect
Coverage
5-year finish warranty, active
Confidence
91%
“Finish defects are covered for five years from delivery.”
Birchmoor warranty, section 3.1

Handed to Marisol Vega · Warranty

Drafts to approve 23

Approve by 9:00 AM ET to send overnight replies

Theo Brandt Delivery

Waiting Approved

You can. The Saturday route from the Grand Rapids hub has room on Oct 10, between 9:00 and 11:00 AM. Shall I move it for you?

Edit Approve

  • Casey Ellison Returns

    Pickup is $149 and restocking is 15%, so your refund…

    Approved

  • Sam Delacroix Care

    The covers do come off. Wash them cold and line dry…

    Approved

  • Riley Nguyen Parts

    Two 80 mm bolts are on their way, arriving Friday…

    Waiting

Your first week

Every reply is a draft until you trust it

For the first week Porchlight drafts and your team approves. Rewrite a reply and it learns the change. Switch topics to answer on their own one at a time, when the drafts stop needing you.

  • Approve, edit or hand off from one queue
  • Edits teach your voice, not a generic one
  • Go live per topic, with a switch you can undo
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Monday report

Tells you what the inbox noticed

Every Monday at 7:00 AM your time, a one-page summary of the week: what Porchlight answered, what it handed off, and the patterns worth taking to your product and warehouse teams.

  • Answered alone, handed off and why, by day
  • Repeat parts and claims grouped by product
  • Sent by email, readable in two minutes
Read how Juniper Row uses it

Week of Sep 21 · Loamwood

Sent Mon 7:00 AM ET

71%

Answered alone

186

Handed to a person

38 sec

Median first reply

Answered Handed off
  • Mon
  • Tue
  • Wed
  • Thu
  • Fri
  • Sat
  • Sun

Worth knowing

  • Pilling claims on the Fern armchair in Oat boucle: 7 this week, up from 2
  • Haulmark’s Denver terminal went quiet for 31 hours on Wednesday

The same six questions, before and after

Most of a furniture inbox is the same handful of questions. Here is what each one cost a team before Porchlight, and what it costs now.

  • Where is my sofa?

    Without PorchlightOpen three systems, translate a terminal scan, reply in 5 minutes

    With PorchlightAnswered from the carrier feed in 38 seconds

  • A white ring on the table

    Without PorchlightAsk for photos twice, guess the category, forward to warranty

    With PorchlightPhotos read, clause pulled, handed to warranty with a suggested fix

  • Two bolts missing

    Without PorchlightSend the diagram, wait a day for a circled photo, ship

    With PorchlightCustomer picks the part; it ships in under a minute

  • What will a return cost?

    Without PorchlightLook up the policy, do the math in a reply

    With PorchlightPickup, restocking and refund quoted before they ask

  • Can I move delivery?

    Without PorchlightEmail the carrier, wait, email the customer back

    With PorchlightNew days offered from the carrier’s own calendar

  • An upset customer

    Without PorchlightBuried behind forty tracking questions

    With PorchlightAt the top of a person’s queue, with everything attached

Support leads, a season in

Read the customer stories
  • Avery Ambrose

    Customers used to email three times before the truck showed up. Now they get the window in under a minute, and my team works the claims that need a person.

    Avery Ambrose

    Director of Customer Experience, Loamwood

  • “It sorts the claim and pulls the clause. We decide. That split is the whole reason I said yes.”

    Bettina Ramsey Head of Customer Care, Birchmoor

  • “People write about missing bolts at eleven at night. Now they have a tracking number before they put the phone down.”

    Malik Desrosiers Support Lead, Juniper Row

  • “We build every table by hand, and I was not going to let a bot talk about them. Reading its drafts for a week changed my mind.”

    Gil Thurman Founder, Hearthside

Leave the light on tonight

Connect your storefront and one carrier this afternoon. Porchlight drafts tonight’s answers for you to approve in the morning.

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