One inbox, two audiences, every language.
Buyer questions and seller questions arrive in the same inbox, in five different languages, often within minutes of each other. The AI tells them apart, answers the policy and onboarding ones, and triages disputes and KYC to your team with full context.
Buyer wants a refund. Seller wants a payout. Same hour, same inbox.
The AI reads the conversation, recognises the audience, and answers the policy-shaped questions on both sides. Disputes, KYC, and payout issues route to your team with the right specialty match and full context, no triage backlog.
- Buyer and seller queries from one inbox, no separate helpdesks.
- Multilingual on day one, EN, NL, DE, FR, ES most polished.
- Routes KYC, disputes, payout issues to the right operator with context.
- EU-hosted, GDPR-first, DPA per workspace, full audit trail.
Buyers ask about orders, sellers ask about listings and payouts. The AI handles the FAQ-shaped questions on both sides; your trust and safety team handles the rest with full context.
Built for the actual support volume of a marketplace.
Six things that change in the first week of going live, in the order operators feel them.
Audience-aware replies, buyer vs seller
The AI reads the conversation context (account type, channel, embedded user data) and uses the right knowledge base for each side. Buyer asks about a refund window, seller asks about a payout schedule, same inbox, two different answer paths, both cited from your own pages.
Multilingual without a localized helpdesk
Auto-detected from the first message, locked for the conversation. EN, NL, DE, FR, and ES are the most polished. One knowledge base in your dominant language plus Q&A pairs in others as needed. Every customer gets a reply in their own language without a separate localized team.
KYC and dispute routing with specialty match
Fill in specialties on each operator, KYC, disputes, payouts, fraud, trust and safety. When the AI hands off, the conversation routes to the operator whose specialties best match the topic. Trust and safety only sees what's meant for them, not the full inbound firehose.
Confidence floor, no risky bluffs
On a marketplace, a wrong answer about a refund or a payout is a trust event. The AI's confidence threshold (default 70 percent) catches anything where retrieval doesn't ground a clear answer. Below the threshold, the AI stops answering and hands off with a summary. No confident-sounding wrong answers.
Custom HTTP for your platform backend
Wire your platform's order, listing, payout, or KYC-status endpoint through the custom HTTP tool. The AI can answer concrete questions in real time: is my listing live, when does my payout clear, what's the status of my dispute. Configure once, the AI uses it like any other function.
Full audit trail for compliance and disputes
Every AI reply records the sources it cited, the confidence score, and the customer's original question. When a dispute escalates weeks later, the full thread (AI replies and operator replies, all with citations) is auditable. EU-hosted, GDPR-first, DPA signed per workspace.
Common questions from marketplace teams.
How does the AI tell a buyer from a seller in one inbox?
A few signals. Account type or role embedded in the chat widget (passed as a contact attribute when the visitor logs in). Channel context, the seller dashboard widget is wired with a seller flag, the buyer-facing widget with a buyer flag. And language patterns in the message itself. The right knowledge base routes by audience, your seller onboarding pages for sellers, your buyer help pages for buyers.
Can the AI handle KYC and identity-verification questions?
It can answer policy-shaped KYC questions (which documents are accepted, how long verification takes, what happens when documents are rejected) by citing your onboarding pages. For account-specific KYC status (where is my verification in the queue, why was my document rejected), it hands off to your KYC team with a clean summary and the citation it was working from.
How does the AI handle disputes between buyer and seller?
It answers the procedural questions (how do I open a dispute, what's the resolution window, what evidence is needed), cited from your dispute policy. The dispute itself routes to your trust and safety team with the conversation context. The AI does not adjudicate, that's a human and brand call by design.
Can we use Keloa for a marketplace operating across five countries?
Yes. The AI auto-detects language and replies in the customer's own. EN, NL, DE, FR, and ES are the most polished out of the box; add Q&A pairs in other languages where you want extra tone control. One knowledge base, one inbox, every country. EU-hosted, GDPR-first across every market.
Can the AI tell sellers when their payouts are coming?
Yes, if you wire your payout-status endpoint through the custom HTTP tool. Configure URL, headers, and parameters once, the AI calls it like any other function. Sellers can ask: where is my payout, when will it clear, why is there a hold. The AI returns the live status with a citation to your payout policy. About ten minutes of configuration per endpoint.
Which plan fits a marketplace with 10 trust and safety operators?
Scale at 449 euro per month, 25,000 AI replies, 25 seats, unlimited channels, SSO, audit-log export, dedicated CSM. Marketplaces typically hit Scale earlier than D2C brands because two-sided volume scales fast. Mid-size marketplaces (under 6,000 AI replies a month, under five seats) fit Business at 149 euro per month.
Run your marketplace inbox with calmer staffing.
Free Starter (50 replies), no credit card. Paste your URL, watch the AI answer buyer and seller questions in their language within ten minutes.