Ingredients

Magento, Gladly, 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, an “Update Email Address” ticket type refers to the process of changing the email address associated with a customer’s account. This is a common request, as customers may change their email providers or prefer to use a different email for their interactions. Addressing these requests efficiently is crucial because an updated email ensures that customers continue to receive important updates, order confirmations, and promotional materials. Automating this process reduces the workload on customer support teams and enhances the customer experience by providing a seamless and quick solution.

Which Platforms does this AI policy work on?

This AI policy works seamlessly on Magento, Gladly, and Kodif. Additionally, Kodif integrates with all other major platforms, ensuring a versatile and flexible solution that meets diverse business needs.

When should I use this policy?

Use this policy when a customer requests to update the email address associated with their account.

Policy logic

Here’s how the logic for updating a customer’s email address works:

1. Ask for the user’s current email address

2. Use @get_magento_account_details to check if the provided email exists in Magento.

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 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 Magento

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

Example policy

Use this policy when a customer requests to update the email address associated with their account. The process is described as follows:

1. Ask for the user’s current email address

2. Use @get_magento_account_details to check if the provided email exists in Magento.

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 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 Magento

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

Explore more AI policies