Ingredients

The systems used by this policy include Shopify, Salesforce Service Cloud, 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 addresses requests from customers who want to change the email address associated with their account. This is a common request as customers might change their primary email for various reasons, such as security concerns, personal preference, or migration to a new email provider. Efficiently handling these requests is crucial for maintaining accurate customer records and ensuring seamless communication between the business and its customers.

Which Platforms does this AI policy work on?

This AI policy is designed to work on Shopify, Salesforce Service Cloud, and Kodif. Furthermore, Kodif integrates seamlessly with all other major platforms, making it a versatile solution for businesses using a variety of systems.

When should I use this policy?

Use this policy when a customer requests to update the email address associated with their account. The policy ensures that the update process is handled smoothly and efficiently, maintaining data integrity across systems.

Policy logic

To execute this policy, follow these steps:

1. Ask for the user’s current email address:

2. Use @get_shopify_account_details(email: str) to check if the provided email exists in Shopify.

3. Ask for the New Email Address:

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

5. Check for Duplicate Accounts:

6. Use @check_email_exists(email: str) 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

Implementing this policy involves the following steps:

1. Ask for the user’s current email address:

2. Use @get_shopify_account_details(email: str) to verify the email’s existence in Shopify.

3. Ask for the New Email Address:

4. Request the new email address from the customer.

5. Check for Duplicate Accounts:

6. Utilize @check_email_exists(email: str) to ensure the new email isn’t linked to another account.

7. If it is, respond with: “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 Salesforce Service Cloud:

9. Use @update_customer_email(current_email: str, new_email: str) to update the email in Salesforce Service Cloud.
10. Confirm the successful update with the customer.

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