Ingredients

The systems used by this policy include Magento, 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.

“Get order info” ticket type explained

In customer support, “Get order info” refers to inquiries where customers seek detailed information about their orders. This can include questions about order status, shipping details, expected delivery dates, or any issues related to order fulfillment. Handling these inquiries efficiently is crucial for maintaining customer satisfaction and trust. By automating responses to common questions and providing timely updates, businesses can streamline their support operations and enhance the customer experience.

Which Platforms does this AI policy work on?

This AI policy operates seamlessly on Magento, Freshdesk, and Kodif. Moreover, Kodif integrates with all other major platforms, ensuring a wide-ranging compatibility for various business needs.

When should I use this policy?

Utilizing this policy is ideal when customers request information about the status of their orders. This aligns with WISMO (Where Is My Order) scenarios, where timely and accurate updates are essential to keep customers informed and satisfied.

Policy logic

To implement this policy, follow these steps:

1. Ask for the user’s email address
   a. Use @get_magento_account_details to verify if the user’s email exists within Magento.
   b. If the email address is not found, request a valid email address.
   c. If the email is still not found, route the query to an agent for further investigation.

2. Display Recent Orders:
   a. Use @get_magento_orders to retrieve the user’s recent orders.
   b. Display the list of recent orders and ask the user which specific order they would like to inquire about.
   c. If the order is not found, route the inquiry to an agent for further investigation.

3. Check Order Status
   a. For the selected order, retrieve the shipping status using @magento_order_details(order_id: str).
   b. If “Approved”, inform the customer that the order is approved and awaiting processing.
   c. If “Processing”, inform the customer that the order is processed and awaiting shipment.
   d. If “Pending Shipment”, inform the customer of the pending shipment status and provide a shipment date.
   e. If “Shipped”, inform the customer that the order has been shipped, provide the tracking number, and note that it is awaiting transit.
   f. If “In transit”, use @magento_order_details to check the estimated delivery date. If it is on schedule, inform the customer and provide the expected delivery date. If delayed, inform the customer and transfer the request to an agent for investigation.
   g. If “Delivered”, confirm delivery with the customer. If the order was not delivered, route to an agent or escalate the ticket for further investigation.
   h. If “Canceled”, inform the customer that the order was canceled.

Example policy

For an example policy, consider the following steps tailored for Magento and Freshdesk:

1. Ask for the user’s email address
   a. Use @get_magento_account_details to verify if the user’s email exists within Magento.
   b. If the email address is not found, request a valid email address.
   c. If the email is still not found, route the query to an agent for further investigation.

2. Display Recent Orders:
   a. Use @get_magento_orders to retrieve the user’s recent orders.
   b. Display the list of recent orders and ask the user which specific order they would like to inquire about.
   c. If the order is not found, route the inquiry to an agent for further investigation.

3. Check Order Status
   a. For the selected order, retrieve the shipping status using @magento_order_details(order_id: str).
   b. If “Approved”, inform the customer that the order is approved and awaiting processing.
   c. If “Processing”, inform the customer that the order is processed and awaiting shipment.
   d. If “Pending Shipment”, inform the customer of the pending shipment status and provide a shipment date.
   e. If “Shipped”, inform the customer that the order has been shipped, provide the tracking number, and note that it is awaiting transit.
   f. If “In transit”, use @magento_order_details to check the estimated delivery date. If it is on schedule, inform the customer and provide the expected delivery date. If delayed, inform the customer and transfer the request to an agent for investigation.
   g. If “Delivered”, confirm delivery with the customer. If the order was not delivered, route to an agent or escalate the ticket for further investigation.
   h. If “Canceled”, inform the customer that the order was canceled.

Explore more AI policies