A support team that writes in one voice, with eesel drafting beside every Gorgias ticket

SaunaSpace makes near-infrared saunas and light therapy products, handcrafted in its workshop in Columbia, Missouri. Its FireLight sauna combines heat and red light therapy in one, and the Glow light and Hearth panel bring the same light to smaller spaces. The company was founded by Brian Richards, and sells direct with a 100-day home trial.

Visit SaunaSpace at sauna.space →

SaunaSpace cares a great deal about how it speaks to customers: plainly, warmly, without pushing. That is easy to hold in a first reply and hard to hold across a day of tickets about shipping estimates, invoices, warranty terms and how to turn a Hearth panel into a sauna. The team wanted the first draft of each reply to sound like the company already, so their effort goes into the customer, not the wording.

SaunaSpace connected Gorgias, Slack and its website to eesel in August 2025. eesel reads about 820 past Gorgias tickets and about 740 pages from sauna.space and help.sauna.space. The team mostly works with it through the browser extension, open beside the ticket in Gorgias.

• The team asks for a draft, or hands eesel a rough note in their own words and gets it back as a finished reply in the brand's voice.
• It also tidies replies the team has already written, and drafts the occasional text message.
• Product and policy facts come from the help center and website, so answers about warranties, heating a space with a Hearth panel, shipping and sales tax carry the published details.
• Email tickets are never answered directly. eesel writes, a person sends.
• The team can also call it with @eesel on a Gorgias ticket or in Slack. Most days, the extension is where the work happens.

This is a small, steady setup rather than a high-volume one. Between 8 August and 8 September 2026 the team drafted about 110 customer conversations with eesel through the browser extension and it wrote about 180 draft replies, backed by about 120 searches of the company's own material. All of it happens in the team's working hours, weekdays in Central time.