Ingredients

The systems involved in this policy are Shopify, Freshdesk, and Kodif.

What are AI Policies?

At Kodif, we’re excited to announce the launch of Policies—a powerful, dynamic solution designed to revolutionize the way CX managers handle customer support. Unlike traditional flows, which are rigid and complex, Policies empower non-technical users to create and manage customer interactions with ease. Written in natural language, Policies make it simple to define and refine customer experiences without needing to rely on complicated flowcharts or scripting. This approach is not only user-friendly but also self-serve, enabling CX teams to quickly translate existing Standard Operating Procedures (SOPs) into automation, saving valuable time and resources.

The flexibility of Kodif Policies ensures that businesses can offer personalized, context-driven support while continuously improving customer experiences. With Policies, you can experiment with different strategies to optimize outcomes such as CSAT, revenue, and retention—all without the need to rebuild complex workflows. Whether it’s automating routine interactions or testing new approaches for high-stakes scenarios, Policies provide a scalable, adaptable solution that aligns with your business goals. While flows still have their place in sensitive, high-risk situations, Policies offer an agile alternative that helps businesses innovate faster and deliver exceptional, tailored experiences at scale.

“Update email address” ticket type explained

In customer support, the “Update email address” ticket type refers to requests from customers who wish to change the email address associated with their account. This is a common request for users who might want to switch to a different email provider, consolidate multiple accounts, or simply update their contact information. Handling these requests efficiently is crucial, as it ensures that customers continue to receive important communications, order updates, and promotional offers. Automating this process not only enhances the customer experience by providing a quick resolution but also reduces the workload on support teams.

Which Platforms does this AI policy work on?

This AI policy seamlessly integrates with Shopify, Freshdesk, and Kodif. Additionally, Kodif provides integration capabilities with all other major platforms, expanding the reach and applicability of these policies.

When should I use this policy?

You should use this policy when a customer requests to update the email address associated with their account. This ensures that the customer’s contact information is accurate and that they continue to receive all necessary communications related to their account and transactions.

Policy Logic

The logic for this policy is straightforward and involves a series of steps designed to ensure accuracy and security:

1. Ask for the user’s current email address

2. Use @get_shopify_account_details to verify if the provided email exists in Shopify.

3. Ask for the New Email Address

4. Request the customer to provide the new email address they wish to use.

5. Check for Duplicate Accounts

6. Use @check_email_exists to verify if the new email address is already associated with another account.

7. If it is, use the macro “The email address you provided is already linked to another account. Please provide a different email address or contact support for further assistance.”

8. Update the Email Address in Shopify

9. Use @update_customer_email(current_email: str, new_email: str) to update the customer’s email in Shopify.
10. Inform the customer that their email has been successfully updated.

Example Policy

To demonstrate how this policy works in action, consider the following example:

Example Policy Logic

1. Ask for the user’s current email address

2. Use @get_shopify_account_details to check if the provided email exists in Shopify.

3. Ask for the New Email Address

4. Request the customer to provide the new email address they want to use.

5. Check for Duplicate Accounts

6. Use @check_email_exists to verify if the new email address is already associated with another account.

7. If it is, use the macro “The email address you provided is already linked to another account. Please provide a different email address or contact support for further assistance.”

8. Update the Email Address in Shopify

9. Use @update_customer_email(current_email: str, new_email: str) to update the customer’s email in Shopify.
10. Inform the customer that their email has been successfully updated.

By following these steps, businesses can efficiently manage email update requests, ensuring data accuracy and enhancing customer satisfaction.

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