Ingredients

Shopify, Gorgias, 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 requests from customers who wish to change the email address associated with their account. This is a common request that involves verifying the identity of the customer, ensuring that the new email address is not already in use, and updating the customer’s profile in the system. Handling these requests promptly and accurately is crucial to maintaining customer satisfaction and ensuring the security of customer accounts.

Which Platforms does this AI policy work on?

This AI policy integrates seamlessly with Shopify, Gorgias, and Kodif. It’s designed to work across these platforms, ensuring a cohesive and streamlined customer support experience. Kodif also integrates with all other major platforms, making it a versatile choice for businesses looking to enhance their customer support operations.

When should I use this policy?

Use this policy when a customer requests to update the email address associated with their account. The policy logic involves several steps:

1. Ask for the user’s current email address
   a. Use @get_shopify_account_details to check if the provided email exists in Shopify.

2. Ask for the New Email Address
   a. Request the customer to provide the new email address they want to use.

3. Check for Duplicate Accounts
   a. Use @check_email_exists to verify if the new email address is already associated with another account.
   b. If it is, use a macro to inform the customer: “The email address you provided is already linked to another account. Please provide a different email address or contact support for further assistance.”

4. Update the Email Address in Shopify
   a. Use @update_customer_email(current_email: str, new_email: str) to update the customer’s email in Shopify.
   b. Inform the customer that their email has been successfully updated.

Policy logic

The policy logic mirrors the steps outlined above, ensuring a smooth transition for customers wishing to update their email addresses. By leveraging the capabilities of Shopify, Gorgias, and Kodif, customer support teams can efficiently manage these requests and maintain high levels of customer satisfaction.

Example policy

Use this policy when a customer requests to update the email address associated with their account. The process is straightforward and involves:

1. Ask for the user’s current email address
   a. Use @get_shopify_account_details to check if the provided email exists in Shopify.

2. Ask for the New Email Address
   a. Request the customer to provide the new email address they wish to use.

3. Check for Duplicate Accounts
   a. Use @check_email_exists to verify if the new email address is already associated with another account.
   b. If it is, use a macro to inform the customer: “The email address you provided is already linked to another account. Please provide a different email address or contact support for further assistance.”

4. Update the Email Address in Shopify
   a. Use @update_customer_email(current_email: str, new_email: str) to update the customer’s email in Shopify.
   b. Inform the customer that their email has been successfully updated.

Explore more AI policies